Refund and Cancellation Policy

1. Introduction

This Cancellation, Refund and Pay-Out Policy explains how deposits, wagers, refunds, withdrawals, and account closures are handled on our platform. By using our services, you acknowledge and agree to this Policy together with our Terms and Conditions.

2. Cancellation of Deposits

Once a deposit has been successfully authorized and credited to your gaming account, it cannot be cancelled or reversed by the Player. If a deposit was processed in error or without the Player's authorization, the Player should immediately contact our Customer Support team. Any such request will be investigated in accordance with applicable laws, our internal procedures, and the requirements of our payment service providers. We reserve the right to request identity verification and supporting documentation before investigating any disputed transaction.

3. Cancellation of Bets

A wager cannot be cancelled once it has been successfully placed and accepted by the gaming system. Players are responsible for verifying the amount of each wager before confirming the bet. In exceptional technical circumstances where a game malfunction or system error occurs, affected wagers may be declared void in accordance with our Terms and Conditions and the applicable game rules.

4. Refund Policy

As a general rule, deposits that have been used for gambling activities are non-refundable. Refund requests may only be considered under exceptional circumstances, including but not limited to:

  • duplicate deposits resulting from a technical error;
  • unauthorized payment transactions;
  • confirmed technical failures affecting payment processing;
  • other circumstances where a refund is required by applicable law.

Each refund request is reviewed individually. Where a refund is approved:

  • refunds will generally be returned using the original payment method whenever possible;
  • identity verification (KYC) may be required before processing;
  • additional information or documentation may be requested;
  • processing times may vary depending on the payment provider and financial institution.

Refunds will not be granted for losses resulting from legitimate gaming activity.

5. Withdrawal (Pay-Out) Policy

Players may request withdrawals of available balances subject to our Terms and Conditions. Before processing any withdrawal, we may require:

  • successful completion of Know Your Customer (KYC) verification;
  • verification of ownership of the payment method;
  • verification of the source of funds where required by law;
  • completion of any Anti-Money Laundering (AML) or fraud prevention checks.

Withdrawals are processed only after all required verification procedures have been successfully completed. Where possible, withdrawals will be returned to the same payment method used for deposits. If this is not technically possible, an alternative payment method may be used in accordance with applicable regulations and our internal compliance procedures.

Withdrawal requests may be delayed, suspended, or declined where:

  • fraud or attempted fraud is suspected;
  • the account is under investigation;
  • identity verification has not been completed;
  • regulatory or legal obligations require additional review;
  • the Player has breached our Terms and Conditions.

Withdrawal processing times depend on the selected payment method, banking institutions, and payment service providers.

6. Dormant or Closed Accounts

If a Player requests closure of an account that contains a positive cash balance, the remaining verified funds may be withdrawn after completion of all applicable verification procedures. Where required by law or regulation, funds may be retained, restricted, or transferred in accordance with applicable legal obligations.

7. Fraud Prevention

We reserve the right to withhold, reverse, suspend, or refuse payments where necessary to:

  • prevent fraud;
  • comply with Anti-Money Laundering legislation;
  • comply with sanctions requirements;
  • comply with regulatory obligations;
  • investigate chargebacks or disputed transactions;
  • protect the integrity of our gaming platform.

Any action taken will be proportionate and in accordance with applicable laws.

8. Chargebacks

Players agree not to initiate chargebacks or payment reversals for deposits made voluntarily. Where a chargeback or payment reversal is initiated without valid legal grounds, we reserve the right to:

  • suspend or close the Player's account;
  • recover outstanding amounts;
  • report fraudulent activity to payment providers and relevant authorities where appropriate.

9. Contact Us

If you have any questions regarding this Policy or wish to submit a refund request, please contact our Customer Support team through the contact methods provided on our website. All requests are reviewed as quickly as reasonably possible, and additional documentation may be requested where necessary.

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