Refund Policy

This Refund Policy constitutes an inseparable component of the User Agreement. The Provider does not offer guarantees for compensation or financial reimbursements under standard operating conditions. Exceptions are strictly limited to documented scenarios where funds are erroneously deducted from a user's gaming balance due to a verified technical failure on the Provider's side, provided that the affected funds were not utilized in gameplay.

Conditions for Claiming a Refund

Users are entitled to submit a reimbursement request exclusively if they can substantiate that financial losses resulted directly from a technical malfunction attributable to the Provider. The following procedural rules apply:

• Formal requests must be lodged within 7 calendar days from the exact timestamp of the unauthorized fund deduction.
• Any claim submitted beyond a 30-day window from the moment the user became aware of the discrepancy will be automatically dismissed.
• The Provider retains the right to demand verifiable evidence, including high-resolution screenshots, server logs, or transaction records. Claims lacking comprehensive documentation will not be processed.
• The Provider maintains the absolute right to decline refund requests without disclosing specific justifications or offering an appeals process.

Grounds for Refund Denial

The Provider will categorically refuse to reimburse funds if the user fails to definitively prove that the loss originated from a Provider-side technical failure. Reimbursements are strictly denied in the following scenarios:

• The financial loss is the result of theoretical payoffs, standard game variance, or normal gameplay mechanics.
• The disruption originated from the user's local environment, including hardware malfunctions (PC or mobile devices), software conflicts, or internet connection instability.
• The issue was caused by a third-party system, external network provider, or payment gateway failure.
• The user has a history of violating the Site Terms and Conditions, Bonus Rules, or any clause within the KYC Policy and Procedure.

Non-Refundable Assets and KYC Requirements

All purchased in-game currency, bonus funds, promotional credits, and free spins are strictly non-refundable and cannot be exchanged for fiat currency. This policy remains in effect even if the user decides to terminate their account and close their relationship with the Provider.

Refund requests will be automatically rejected if the user fails to submit the requested identity verification (KYC) documents within 5 calendar days of the Provider's initial inquiry. Only the official Customer Support team possesses the authority to evaluate refund requests or review appeals regarding support decisions.

Fraudulent Claims and Legal Liability

The submission of deliberately falsified information, fabricated evidence, or digitally manipulated screenshots to secure financial compensation is strictly prohibited. Users identified as engaging in such fraudulent activities will face permanent account termination, confiscation of all balances, and potential prosecution under applicable legislation.

If you encounter technical anomalies or suspect that a system failure has negatively impacted your account balance, you must contact the dedicated support team immediately at [email protected].