Refund Policy

Our Approach to Refunds

We understand that questions about refunds can arise during your gaming experience with us. This Refund Policy explains the circumstances under which refunds may be issued, the process for requesting a refund, and important information about timeframes and limitations. We encourage you to read this policy carefully and to familiarize yourself with our Terms and Conditions, which govern your use of our services.

It's important to understand from the outset that as a gaming platform, the nature of our services differs from traditional retail transactions. When you place wagers and participate in games, you are purchasing entertainment services, and the outcomes of those games are final once completed. This policy is designed to address specific situations where refunds may be appropriate while maintaining fairness for all players and the integrity of our platform.

Important Understanding About Gaming Services

Before we detail our refund policy, it's essential to understand what you're purchasing when you use our platform. When you deposit funds and play games with us, you are paying for gaming entertainment services. The outcome of games is determined by certified random number generators or live game mechanics, and once a game round is completed, the result is final.

Refunds are generally not available for:

Losses incurred through regular gameplay, bets that were placed intentionally and completed without technical error, changes of mind after voluntarily placing wagers, dissatisfaction with game outcomes that were determined fairly, bonus funds that were used according to terms and conditions, and situations where you chose to continue playing despite losses.

This is a fundamental principle of gaming services - once you've received the entertainment service (the game), and the outcome has been determined fairly, that transaction is complete. This is similar to other entertainment services where you pay for the experience rather than a guaranteed outcome.

Circumstances Where Refunds May Be Considered

While gaming losses are not refundable, there are specific circumstances under which we may issue refunds or credits to your account. We carefully review each situation on a case-by-case basis to ensure fairness.

Technical Errors and Malfunctions

If a verified technical error or game malfunction affects the outcome of your gaming session, you may be eligible for a refund. This includes situations where a game freezes or crashes during play, preventing completion of a round, a documented software error causes incorrect game outcomes, server issues prevent you from completing a gaming session, or technical problems prevent you from accessing your account or withdrawing funds.

To request a refund for technical issues, you must report the problem to our customer support team as soon as possible, preferably while the issue is occurring or immediately afterward. We will investigate the matter by reviewing server logs, game records, and any evidence you can provide such as screenshots or error messages. If we confirm that a technical error occurred and affected your gaming session, we will determine the appropriate remedy, which may include refunding affected wagers, crediting your account, voiding affected game rounds, or other appropriate compensation.

Please note that internet connectivity issues on your end, such as unstable Wi-Fi or slow connection speeds, are generally not considered our technical errors and may not qualify for refunds. We recommend ensuring you have a stable internet connection before playing.

Duplicate or Unauthorized Transactions

If you notice duplicate charges where the same deposit was processed multiple times due to a processing error, or unauthorized transactions that you did not initiate and that resulted from a security breach not caused by your own negligence, you may be eligible for a refund.

For duplicate transactions, we will investigate and refund any confirmed duplicate charges that resulted in your account being credited multiple times for a single intended deposit. For unauthorized transactions, we take security very seriously. If you believe your account has been compromised and unauthorized deposits or wagers have been made, contact our support team immediately. We will investigate the matter, and if we determine that unauthorized access occurred due to a security failure on our part (not due to you sharing your login credentials or failing to secure your account), we will work with you to resolve the situation.

Important: You are responsible for maintaining the security of your account credentials. Refunds will not be issued for unauthorized transactions that result from you sharing your password, failing to log out of shared devices, or neglecting basic account security practices.

Deposits Not Credited to Your Account

If you made a deposit that was deducted from your payment method but did not appear in your casino account balance, you may be eligible for a refund or credit. This can occur due to payment processing delays, communication errors between payment processors and our system, or technical issues during the deposit process.

First, please be aware that some payment methods may take time to process. Check the expected processing time for your chosen payment method before assuming there's an error. If the expected processing time has passed and your deposit still hasn't been credited, contact our support team with your transaction reference number, the exact amount deposited, the payment method used, the date and time of the transaction, and any receipt or confirmation from your bank or payment provider.

We will investigate the matter and, if we confirm that your payment was received but not properly credited to your account, we will immediately credit the funds or, if you prefer and the deposit has not yet been processed by us, arrange a refund to your original payment method.

Processing Errors

In rare cases, processing errors may occur with deposits or withdrawals. If an error in our processing system causes an incorrect amount to be deducted from your account, fails to process a legitimate withdrawal request, or results in funds being incorrectly allocated, we will investigate and correct the error. This may involve crediting your account with the correct amount, processing your withdrawal as requested, or issuing a refund as appropriate.

Closed or Self-Excluded Accounts

If you have closed your account or self-excluded and have a remaining balance that you have not withdrawn, you are entitled to withdraw those funds according to our withdrawal procedures. This is not technically a "refund" but rather a withdrawal of your own funds.

If you self-excluded due to responsible gaming concerns and deposited funds after the self-exclusion was supposed to be in effect due to a failure in our system, we will review the situation. If we determine that our system failed to properly implement your self-exclusion, we may refund deposits made after the self-exclusion date. However, you must be able to demonstrate that you properly requested self-exclusion and that the failure was on our end, not due to you creating a new account or circumventing the self-exclusion.

Refund Request Process

If you believe you have a valid reason for requesting a refund based on the circumstances described above, please follow this process:

Step 1: Contact Customer Support

Reach out to our customer support team as soon as possible after the issue occurs. You can contact support through our Contact Us page. Provide a clear, detailed explanation of the issue, including the date and time of the incident, the specific game or transaction involved, the amount in question, any error messages you received, screenshots or other evidence if available, and your account username and contact information.

The more information you can provide, the more quickly we can investigate and resolve your request.

Step 2: Investigation

Once we receive your refund request, our team will conduct a thorough investigation. This process involves reviewing your account history and transaction records, examining server logs and game records, verifying any technical issues or errors, checking with payment processors if relevant, and assessing whether your situation falls within our refund policy criteria.

During the investigation, we may contact you to request additional information or clarification. Please respond promptly to any such requests, as delays in providing information will delay the resolution of your case.

Step 3: Decision and Communication

After completing our investigation, we will communicate our decision to you via email or through your account messaging system. If your refund request is approved, we will explain how and when the refund will be processed. If your request is denied, we will provide a clear explanation of the reasons for the denial and any alternative resolutions we can offer.

We aim to complete investigations and communicate decisions within 5-10 business days from the date we receive your complete refund request with all necessary information. However, complex cases may require additional time, and we will keep you informed of the status throughout the process.

Step 4: Processing the Refund

If your refund is approved, we will process it according to the circumstances and the payment method used for the original transaction.

Refund Methods and Timeframes

Refunds are typically processed using the same method you used for your original deposit, though alternatives may be available depending on the circumstances.

Credit/Debit Card Refunds

If you deposited using a credit or debit card, refunds will generally be returned to the same card. Please note that after we process the refund on our end (which typically takes 3-5 business days from approval), your bank or card issuer will require additional time to credit the funds to your account. The total timeframe is typically 5-10 business days after we process the refund, but in some cases may take up to 15 business days depending on your financial institution's processing times.

You will see the refund appear as a credit on your card statement. The descriptor may reference our company name or our payment processor's name.

E-Wallet Refunds

For deposits made via e-wallets (such as PayPal, Skrill, Neteller, or similar services), refunds are processed back to the same e-wallet account. E-wallet refunds are generally faster than card refunds, typically being completed within 3-7 business days after we process the refund.

Please ensure that your e-wallet account remains active and accessible. If your e-wallet account has been closed since you made the original deposit, please inform our support team so we can arrange an alternative refund method.

Bank Transfer Refunds

If you deposited via direct bank transfer, refunds will be sent back to the originating bank account. Bank transfer refunds typically take 7-15 business days to complete after we initiate the refund. International bank transfers may take longer, potentially up to 20 business days, depending on the banks involved and any intermediary institutions.

You may need to provide your complete banking information (account holder name, account number, routing number, SWIFT/BIC code for international transfers) to facilitate the refund if we don't already have this information on file.

Cryptocurrency Refunds

For deposits made with cryptocurrency, refunds will be processed back to the cryptocurrency wallet address from which the original deposit was sent. Cryptocurrency refunds are generally processed within 2-5 business days after approval, though blockchain confirmation times may vary.

Important: You must ensure that the wallet address remains accessible and that you control the private keys. We cannot recover funds sent to a wallet you no longer control. If the original wallet is no longer accessible, you must provide an alternative cryptocurrency wallet address and verify your ownership.

Alternative Refund Methods

In some cases, particularly when the original payment method is no longer available or accessible, we may offer alternative refund methods. This is handled on a case-by-case basis and may require additional verification to ensure security. Alternative methods might include credit to your active casino account (if you wish to continue playing), refund via a different payment method that you have previously used and verified, or other arrangements as agreed upon with our finance team.

Please note that alternative refund methods may require additional processing time for verification purposes.

Maximum Refund Processing Time

While we strive to process refunds as quickly as possible, you should be aware that the total time from refund approval to funds appearing in your account can vary. The maximum timeframe you should expect is:

Standard refunds: 15-30 business days from approval. Complex cases requiring additional verification: up to 45 business days.

If you haven't received your refund within the expected timeframe, please contact our support team with your refund reference number so we can investigate.

Important Refund Rules and Limitations

To ensure fairness and prevent abuse of our refund policy, the following rules and limitations apply:

Time Limits for Refund Requests

Refund requests must be submitted within a reasonable timeframe. For technical errors or game malfunctions, you must report the issue within 48 hours of the incident. For deposit issues (funds not credited), you should report the problem within 7 days of the transaction. For other refund situations, you must submit your request within 30 days of the transaction or issue occurring.

Requests submitted after these time limits may be declined, though we will consider extenuating circumstances on a case-by-case basis. The sooner you report an issue, the easier it is for us to investigate and resolve.

One Refund Request Per Issue

You may submit one refund request per specific issue or transaction. If your initial request is denied, you may appeal the decision by providing additional evidence or information, but you cannot simply resubmit the same request multiple times without new information.

Bonus and Promotional Funds

Refunds are generally limited to your actual deposited funds (real money). Bonus funds, free spins, promotional credits, and other complimentary offers are not refundable and cannot be withdrawn unless you meet all applicable wagering requirements and terms.

If you request a refund of a deposit that was used to claim a bonus, the bonus and any winnings derived from it will be forfeited. You will only receive a refund of your original deposited amount, minus any real money funds that were used before the bonus was activated.

Wagered Funds

If you have already used deposited funds to place wagers and those wagers have completed (win or lose), those funds are generally not refundable. Refunds are typically only available for funds that have not been wagered or for situations where game outcomes were affected by verified technical errors.

Anti-Fraud Measures

We reserve the right to deny refund requests where we have reason to believe the request is fraudulent or made in bad faith. This includes situations where you deliberately cause technical issues to claim refunds, make repeated refund requests without legitimate cause, attempt to abuse the refund policy to gain unfair advantage, or provide false information in your refund request.

Abuse of our refund policy may result in account closure and forfeiture of funds.

Chargebacks

Important: If you initiate a chargeback with your bank or payment provider without first attempting to resolve the issue with us through our refund process, your account will be immediately suspended pending investigation. Chargebacks should be a last resort after exhausting our dispute resolution process.

Fraudulent chargebacks (disputing legitimate transactions that you authorized and received services for) are a serious matter and may result in permanent account closure, legal action to recover funds, and reporting to fraud prevention agencies.

If you have a legitimate dispute, please work with us directly first. We're committed to resolving issues fairly and much more quickly than the chargeback process typically allows.

Withdrawal of Unplayed Funds

If you've deposited funds but haven't yet used them to play, you may withdraw them at any time following our standard withdrawal procedures. This is not a refund but rather a withdrawal of your own funds. Please note that some payment methods may charge processing fees for withdrawals, and we may require identity verification before processing the withdrawal.

Refunds for Problem Gambling

We take responsible gaming seriously. If you're experiencing gambling problems, please use our responsible gaming tools, including deposit limits, self-exclusion, and account closure options. These tools are designed to help you control your gaming activity.

Refunds are not issued simply because you gambled more than you intended or regret your gaming decisions. However, if you self-excluded and our system failed to prevent deposits after self-exclusion was in place (due to an error on our part), we will review the situation and may refund deposits made after the self-exclusion date.

Fees and Deductions

Generally, we do not charge fees for processing legitimate refunds. However, please be aware that some fees may apply including payment processor fees (particularly for international transactions or certain payment methods), currency conversion fees if the refund involves currency exchange, or bank fees charged by your financial institution.

Additionally, if a refund is processed and then you dispute the same transaction through a chargeback, you may be charged administrative fees to cover our costs in responding to the chargeback.

Disputes and Escalation

If you disagree with our decision on your refund request, you have the right to escalate the matter. First, you can request a review by a senior member of our customer support team by clearly explaining why you believe the decision was incorrect and providing any additional evidence or information that supports your case.

If you're still not satisfied after the internal review, you may escalate the matter to our licensing authority, whose contact information can be found on our website. The licensing authority can review complaints about how we handle disputes and may require us to reconsider our decision if they find we haven't followed proper procedures.

For certain types of disputes, you may also consider alternative dispute resolution services approved by our regulator. Information about available dispute resolution services can be found in our Terms and Conditions or by contacting our support team.

Changes to This Refund Policy

We may update this Refund Policy from time to time to reflect changes in our practices, legal requirements, or operational needs. Material changes will be communicated through our website, and the "Last Updated" date at the top of this policy will be revised.

We encourage you to review this policy periodically to stay informed about our refund procedures. Your continued use of our services after changes are made constitutes acceptance of the updated policy.

We are committed to treating all refund requests fairly and processing legitimate refunds promptly. While we cannot refund gaming losses, we stand behind the integrity of our platform and will always make things right when genuine errors occur.