If a prediction market cancels a contract or pays out a result you believe is wrong, start with the exact contract terms that applied to your position—not the market headline. Save those terms and your transaction records, compare the stated resolution with the payout criterion, then make a concise written request through the platform’s formal review route. Cancellation does not automatically mean a refund, and neither an appeal nor a regulator complaint guarantees a reversal.
First, check what your contract actually promised
Record the market’s exact question, the payout criterion, the named resolution source, the cutoff or expiration date, and the rules version shown for your position. Compare the platform’s published result with that criterion as written. A headline or later summary may omit a condition that controls settlement.
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The Commodity Futures Trading Commission (CFTC) says customers are entitled to transparent information about event-contract terms, including payout and how, by whom, and under what rules settlement determinations are made. CFTC: Understanding Prediction Markets and Event Contracts.
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- Save the contract wording, applicable rules, any visible version or timestamp, and the platform’s resolution notice.
- Keep the market identifier, position details, order or trade records, balance and settlement history, and relevant account notices.
- Save dated copies of the designated source’s publication and any later correction or update that bears on the contract criterion.
- Keep screenshots and copies of every support message and response, with timestamps.
Cancellation does not necessarily mean a refund
What happens when an event is canceled or postponed depends on the contract’s own language. A CFTC-filed example of Polymarket US contract terms says that, if an event is canceled and not rescheduled before expiration, the exchange may settle contracts at last fair market prices or extend expiration, under its review process. That example is specific to those terms; it is not a general prediction-market rule, and it does not establish the treatment of every Polymarket contract or any particular position. CFTC-filed Polymarket US contract-terms example.
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Look for clauses covering cancellation, postponement, rescheduling, expiration extensions, and any alternative settlement method. Use the version that applied to your position. A filing or general rulebook summary does not by itself establish which terms controlled a particular trade; check the actual market’s rules. The CFTC’s rule filings index illustrates that contract-level rules can be updated.
Write a focused request for review
Use the platform’s stated support or dispute route. Keep the message factual and specific so the platform can identify the contract and the alleged mismatch.
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- Identify the platform, market name or identifier, your position, and the relevant transaction.
- Quote the controlling payout or cancellation rule, including the version or timestamp if available.
- State the published result and explain exactly how you believe it conflicts with the rule.
- Attach dated official evidence and relevant screenshots or account records.
- Ask which source and rule version controlled, how the payout determination followed from them, and what formal review route is available.
- Save the request and every reply, including timestamps.
Do not assume there is a standard response time or a universal appeal deadline: the cited sources establish neither. Check the platform’s applicable terms and notices for any deadline, and act promptly where one is stated.
For an oracle-based market, check its own dispute steps
Resolution mechanisms differ by venue and product. Polymarket’s Help Center says its markets are resolved according to predefined rules through the UMA Optimistic Oracle: a proposed resolution enters a two-hour challenge period, and a dispute proceeds to further oracle resolution. This describes the process in that Help Center, not a procedure for every platform or every product offered under the Polymarket name. Check the live market’s rules and applicable product documentation before acting. Polymarket Help Center: How are markets resolved?
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Choose an escalation route based on the problem
Before escalating, identify who operates the market and its regulatory status, what review or appeal mechanism the contract provides, whether the dispute concerns interpretation, cancellation treatment, or an account or payment issue, and what evidence the next route requires. Do not assume another platform’s appeal process or a regulator’s jurisdiction applies to your case.
Use the platform’s formal route first
Follow the stated support or dispute process and keep a written record. If the problem appears to be a technical balance or account issue rather than a disagreement over the contract’s result, describe the transaction and settlement record precisely; the platform’s own route is the place to establish how it classifies and reviews that issue.
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Check whether a CFTC complaint applies
The CFTC says its Office of Proceedings offers administrative complaint resolution for matters involving certain regulated entities. Whether that route is available depends on the entity and circumstances; it does not guarantee a particular outcome. Verify the operator and eligibility before filing. CFTC consumer guidance.
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