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Please send us information about the user.
Please send us information to identify the game record. Please tell us which move is the problem in what sense.
When the opponent's timer is in "Delay", one of you or the opponent has a problem with his connection. The opponent sees your timer being in "Delay" too. (This mechanism is always the case, even in other online sites as well.)
The one who had the connection problem is always the one who actually loses the game with time-out. When you have lost the game, you should search the kifu to understand the reason before sending complaints. You will see your last move not appearing in the kifu (due to your connection problem when sending the move), or the opponent's last move being recorded which you had not seen while playing (due to your connection problem when receiving the move).
Non-rated games do not count. Rated games played between two new players (players who have not finished 5 rated rated games so far) do not count either.