At Firevegas Casino, we are committed to providing a fair and transparent gaming experience for all of our customers. This Refund Policy outlines the terms and conditions under which we process refunds for deposits, withdrawals, or gaming transactions. By using our services, you agree to the terms of this policy.
2. Refunds for Deposits
Refunds for deposits are only applicable under the following conditions:
- Unprocessed Deposits: If a deposit fails to be processed due to a technical issue or an error on our platform, we will issue a refund to the original payment method.
- Payment Method Error: In cases where a deposit has been made using a method that is no longer supported or causes an issue, we will work with the customer to issue a refund or provide an alternative solution.
Refund requests must be made within 2 days of the deposit to be eligible for a refund.
3. Refunds for Gaming Transactions
Refunds for bets or gaming-related transactions are not typically provided due to the nature of the services offered. However, the following exceptions may apply:
- Technical Issues: If a game is interrupted or malfunctioned due to a technical issue on our end, we will assess the situation on a case-by-case basis and may issue a refund or credit for the affected game session.
- Account Error: In the case of an error made in the customer’s account (e.g., funds being incorrectly deducted), we will investigate the situation and may issue a refund if the error is confirmed.
4. Refunds for Withdrawals
Refunds are generally not provided for withdrawals once they have been successfully processed and completed. However, if there are errors or issues with processing a withdrawal request, we will make efforts to correct the situation and may offer an alternative solution or refund.
- Withdrawals Reversed: If a withdrawal request is mistakenly processed or an account is erroneously credited, we will reverse the transaction and refund the funds to the customer’s account.
5. Bonuses and Promotions
Refunds for bonuses and promotional offers are subject to specific terms and conditions, which will be detailed in the respective promotional offer. In general:
- Bonus Removal: If a player is found to be in violation of bonus terms, any winnings obtained through bonuses may be forfeited, and the bonus will be removed from the account.
- Promotion Errors: In the case of an error in a bonus or promotion (e.g., incorrect bonus amounts awarded), we may remove the bonus or adjust the balance accordingly.
6. Chargebacks
Chargebacks (disputes filed through a customer’s bank or payment provider) are strongly discouraged and may result in the suspension of your account. If a chargeback is initiated by a customer, we reserve the right to:
- Investigate the Chargeback: We will review the situation and determine whether the chargeback is valid.
- Account Suspension: If a chargeback is found to be fraudulent or unjustified, the customer’s account may be permanently suspended.
- Recovery of Funds: If a chargeback is processed, the casino reserves the right to recover any funds lost due to the dispute.
7. Fraud Prevention
We reserve the right to refuse a refund or transaction reversal if we suspect fraudulent activity or violations of our Terms and Conditions. This includes:
- Bonus Abuse: Attempting to exploit bonuses or promotions in ways not intended by the casino.
- Collusion or Cheating: Engaging in any form of cheating, collusion, or fraudulent behavior.
8. Refund Processing Time
Refund requests are typically processed within 5 business days. The exact processing time may vary depending on the payment method and the nature of the request. We strive to ensure that all refund requests are handled promptly and fairly.
9. Customer Support
If you believe you are eligible for a refund, please contact our customer support team at [email protected]. Please provide all relevant details, including transaction IDs, payment methods, and any supporting documentation to expedite the process.
10. Policy Changes
Firevegas Casino reserves the right to modify or update this Refund Policy at any time. Any changes to the policy will be communicated to users via email, and will be effective immediately upon posting.