Refund policy

Refunds are in addition to the customer's rights under applicable consumer protection laws and regulations. All funds deposited by customers are held in the player's account, in bank accounts separate from business accounts.

Refund procedure

To request a refund, the customer must :

• Contact Customer Service
• Clearly describe the problem encountered
• Specify the amount of refund requested

Processing requests

• Refund requests will be reviewed within 72 hours of receipt.
• Each request will be thoroughly investigated
• The necessary information will be obtained from the player's account, game suppliers and payment service providers.

Refund procedures

• Refunds will be made via the same method used for deposits where possible.
• If the payment method used does not support withdrawals, the refund will be processed by bank transfer only.
• In exceptional circumstances, refunds may be made to a crypto wallet.

Special terms and conditions

• We reserve the right to withhold any refund until the identity of the account holder is established to our satisfaction
• Refunds will be made for the full amount where possible and not staggered over time
• All costs that may arise during the refund procedure are at the player's expense.

In the event of refusal

If the request is not approved :

• The customer will be informed of the reasons for refusal
• The customer may contact Customer Service to have the request reviewed by a manager.
• If the problem persists, the customer can refer to our complaints procedure.