License and returns policy: when possible
In licensed online casinos, returns policies are governed by the terms of the license, the operator's internal rules, and the law of the jurisdiction in which the casino is registered. Refunds are not standard practice for gambling, but in a number of situations the player has a legal or contractual right to it.
1. When refunds are possible under license
1. Erroneous transactions
The deposit was written off twice due to a payment gateway failure.
The payment was not credited to the game account, but the money was debited.
Payment provider error or transaction processing failure.
2. Technical glitches during the game
Interruption of the session when the round is active, as a result of which funds were written off, but the game is not completed.
Double bet write-off on a single round.
3. Unauthorized transactions
Use of the account by third parties without the player's consent.
Hacking or compromising authorization data.
4. Violation of conditions by the casino
Change rules or odds during play without notice.
Retroactive application of restrictions to bets already made.
5. Responsible play
The player initiates a return as part of a self-exclusion policy or deposit limits.
Refund of funds made after a request to block an account.
2. When refunds are not possible
Loss of funds as a result of fair play according to the established rules.
Desire to cancel bid after event or draw.
Disputes not documented or technically confirmed.
3. Role of the license in providing returns
The license obliges the operator to have a transparent return policy and publish it on the site.
The regulator monitors the implementation of this policy and considers complaints from players.
In some jurisdictions, there is an obligation to keep players' deposit funds in separate protected accounts, which makes it easier to return.
4. How a player can initiate a return
1. Contact support and describe the situation.
2. Provide evidence: screenshots, receipts, account statements.
3. Wait for operator response (usually 1-7 days).
4. In case of failure - contact the regulator or ADR organization.
5. Result
In a licensed casino, refunds are possible only in strictly defined situations related to technical failures, erroneous transactions, violation of the conditions by the operator or within the framework of the responsible gaming policy. The license guarantees the transparency of the procedure and the presence of a mechanism for appealing the refusal, which fundamentally distinguishes legal platforms from illegal ones.
1. When refunds are possible under license
1. Erroneous transactions
The deposit was written off twice due to a payment gateway failure.
The payment was not credited to the game account, but the money was debited.
Payment provider error or transaction processing failure.
2. Technical glitches during the game
Interruption of the session when the round is active, as a result of which funds were written off, but the game is not completed.
Double bet write-off on a single round.
3. Unauthorized transactions
Use of the account by third parties without the player's consent.
Hacking or compromising authorization data.
4. Violation of conditions by the casino
Change rules or odds during play without notice.
Retroactive application of restrictions to bets already made.
5. Responsible play
The player initiates a return as part of a self-exclusion policy or deposit limits.
Refund of funds made after a request to block an account.
2. When refunds are not possible
Loss of funds as a result of fair play according to the established rules.
Desire to cancel bid after event or draw.
Disputes not documented or technically confirmed.
3. Role of the license in providing returns
The license obliges the operator to have a transparent return policy and publish it on the site.
The regulator monitors the implementation of this policy and considers complaints from players.
In some jurisdictions, there is an obligation to keep players' deposit funds in separate protected accounts, which makes it easier to return.
4. How a player can initiate a return
1. Contact support and describe the situation.
2. Provide evidence: screenshots, receipts, account statements.
3. Wait for operator response (usually 1-7 days).
4. In case of failure - contact the regulator or ADR organization.
5. Result
In a licensed casino, refunds are possible only in strictly defined situations related to technical failures, erroneous transactions, violation of the conditions by the operator or within the framework of the responsible gaming policy. The license guarantees the transparency of the procedure and the presence of a mechanism for appealing the refusal, which fundamentally distinguishes legal platforms from illegal ones.
