take a look at here it might answer your question
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http://support.chess.com/Knowledgebase/Article/View/171/0/fair-play-policy
plzzz
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Hello I am Osama
All respect and appreciation of this site
Error happened to me and where I was arrested for 5 minutes play more than once and I did not have the error of committing the contrary .. Automatic out was urged by the other party
And also .. Started to play when I can not begin to play and also the other player does not stir .. Then stop the game and not punish me 5 minutes time etc.
Please attention fixes the problem .. Thanks