Refund Policy
An explanation of the cases in which money can be refunded and the situations in which it cannot. The page describes what information a request should include, how transactions and logs are checked, how an approved amount is paid out and what happens when a chargeback is requested through the bank without contacting customer support.
Basic principle
A placed stake counts as a completed service. Once a round has started and its result is settled, the stake cannot be reclaimed, whatever the outcome. The 14-day cancellation right that applies to many online purchases does not cover gambling under UK consumer law, because the game is delivered in full at the moment the stake is placed. A refund is considered only when something has gone wrong technically or administratively.
Situations that qualify for a refund
Most requests involve a handful of familiar cases. An amount has been taken twice but appears only once in the balance. A deposit has been processed by the bank but not credited to the account. A round was cut off by a server fault before the outcome was known. Or a bonus was calculated at the wrong percentage, leaving the playing balance incorrect. In all of these cases, the difference is corrected once the payment details and logs have been checked, and in the case of an interrupted round the stake is returned to the balance.
Submitting a request
Requests go to customer support and should include the account number, the date and time of the transaction, the amount in pounds, the payment method used and the reference number from the bank or e-wallet. A screenshot of the bank statement speeds things up, especially when the discrepancy lies with the payment provider. Requests received more than thirty days after the transaction are harder to check, because external parties retain their records for a shorter time.
Assessment
Each request is compared with the transaction history and the server logs. If the amount turns out to have been credited and then staked, no refund is made and the player receives a summary of the rounds concerned. If the cause lies with the payment provider, enquiries are made there, which can add a few working days. Simple cases, such as a double charge, are usually resolved within three working days. The outcome is explained in writing.
How refunds are paid
An approved refund goes back to the payment method used. If that method cannot receive incoming payments, an alternative in the same name is used. Where deposits were made with several methods, the amount is split proportionally. Fees charged by the payment provider or bank are borne by the player when the error was not the operator’s. Refunds are paid in pounds sterling, and any currency conversion charges applied by the player’s own bank are not covered.
What is not refunded
Losses made during normal play fall outside this policy, even if the amount was higher than the player intended. The same applies to a bonus whose wagering requirements were not met within the validity period, to deposits made with permission by someone in the same household and to stakes placed after accepting the promotion terms. Regret after the event is not grounds for a refund.
Deposits that should not have been made
If an account turns out to have been opened by someone under 18, all deposits are returned to their source and any winnings are void. The same approach applies to deposits made after a self-exclusion has taken effect. In both cases the profile is closed and no new registration with the same details is accepted.
Chargebacks
Anyone who disputes a payment should raise it with customer support first. A chargeback requested through the bank without contacting the operator leads to the account being frozen while the investigation is under way. If the chargeback is found to be unjustified, the costs of the procedure are deducted from the balance and the profile may be closed permanently.
