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Refund Policy

This Refund Policy explains our refund procedures and forms part of (and should be read together with) our Terms and Conditions. By using our services, you confirm that you have read and understood both documents.

Refunds apply to deposits/transaction disputes (eg. charge-backs); withdrawals are governed by our Payment Policy.

1. General Principles

  • Refunds are assessed on a case-by-case basis and are not guaranteed. Where permitted, refunds are typically processed back to the original payment method.
  • We do not provide refunds for gameplay outcomes, player error (including incorrect selection of games or bets), or for funds that have already been used for wagering.
  • Refunds will not be granted for funds subject to wagering requirements, bonus conditions, pending game rounds, or other restrictions.

2. Eligibility and Time Limits

  • Refund requests must be submitted within 7 days of the disputed transaction (the "Refund Window"). Requests submitted outside the Refund Window may be declined.
  • A refund may be refused if the relevant funds have already been wagered, transferred, withdrawn, converted, or are otherwise unavailable due to restrictions or ongoing investigations. Any portion of a deposit that has been wagered is not refundable.
  • Refunds are not available as a method to bypass withdrawal eligibility requirements. If you would like to withdraw your funds please read our Payment Policy.

3. How to Request a Refund

To request a refund, please contact our Support Team and provide:

  • Your account identifier (username/email used to register);
  • The transaction date/time and amount;
  • The payment method used (do not send full card numbers);
  • A clear explanation of the reason for the dispute and any supporting evidence (screenshots, bank references, etc.).

4. Investigation and Decision

  • Each refund request will undergo a thorough investigation. This may include reviewing account activity, transaction logs, gameplay records, device/IP information, and communications.
  • We will inform you of the outcome once the investigation is complete. We may request additional information at any time, and failure to provide requested information may delay or prevent processing.
  • Where a refund is approved, the processing time may vary depending on the payment provider, banking channels, and any compliance requirements.

5. Refund Method and Limits

  • If you deposited funds using a credit or debit card and the refundable amount is equal to or less than your deposit, we reserve the right to process the refund back to the same card. Any excess amount (where applicable) may be refunded via an alternative payment method in your name.
  • Refunds are processed only to payment instruments/accounts registered in your name, and we may refuse requests to refund to third parties.

6. Verification and Compliance Holds

  • Refunds may be withheld, or transactions reversed, until your identity has been fully verified to our regulators' satisfaction. This helps confirm the legitimacy of the transaction and protects against fraud and chargebacks.
  • You may be required to provide additional documentation (including proof of payment method, proof of address, and/or source of funds) in line with applicable laws and regulatory obligations.
  • You may be required to provide notarized or certified identification in accordance with the laws of your jurisdiction. If this is not provided within thirty (30) days of our request, we may be unable to process the refund or we may restrict the account for compliance.

7. Chargebacks and Payment Disputes

  • If you initiate a chargeback or payment dispute without contacting Support first, we may place your account under review and restrict withdrawals while the dispute is investigated.
  • We reserve the right to provide relevant account and transaction information to payment processors and financial institutions to respond to a dispute.

8. Policy Updates

We may update this Refund Policy from time to time to reflect operational, legal, or regulatory requirements. The latest version will always be published on this page.