Refund Policy

This policy explains the limited circumstances in which deposited funds can be returned, and how to request it.

1. When a refund is possible

• Unused deposits: a deposit that has not been wagered at all can be refunded to the original payment method on request.
• Duplicate charges: if a technical error charges you twice for one deposit, the duplicate is refunded in full.
• Unauthorised payments: where a payment is proven to have been made without the account holder's authority, it is refunded after investigation.
• Game or system errors: stakes affected by a confirmed malfunction are returned in line with the game supplier's certified procedure.

2. When a refund is not possible

• Funds that have been wagered, in part or in full.
• Losses incurred during normal play.
• Bonus funds and winnings derived from them.

3. How to request a refund

1. Contact support via live chat or email within 14 days of the transaction.
2. Provide the transaction date, amount, method and the reason for the request.
3. The payments team reviews the request within 72 hours and may ask for supporting evidence.
4. Approved refunds are returned to the original payment method.

4. Timeframes

Approved refunds are processed within 5 business days. Bank and card refunds can take a further 3 to 5 business days to appear on your statement, depending on the issuer.

5. Chargebacks

Raising a card chargeback instead of contacting support is treated as a breach of the Terms and Conditions. Accounts with active chargebacks are suspended while the dispute is investigated, and confirmed unfounded chargebacks may lead to permanent closure and recovery of costs.

6. Crypto payments