Refund Policy

This Refund Policy outlines the terms and conditions under which GB Casino processes refunds for deposits, withdrawals, and other transactions. Please read this policy carefully before using our services.

1. General Refund Policy

1.1 Non-Refundable Transactions

The following transactions are generally non-refundable:

• Deposits that have been used for gaming activity
• Bonus funds and promotional credits
• Free spins and tournament entries
• Service fees and charges
• Losses incurred through gaming activity

1.2 Refundable Transactions

Refunds may be issued in the following circumstances:

• Duplicate deposits due to technical errors
• Unauthorized transactions (subject to verification)
• Technical malfunction resulting in incorrect charges
• Account closure before funds are used
• Deposits to suspended or restricted accounts

2. Deposit Refunds

2.1 Duplicate Deposits

If you are charged multiple times for a single deposit due to a technical error:

• Contact customer support immediately with transaction details
• We will investigate and verify the duplicate charge
• Confirmed duplicate deposits will be refunded within 5-7 business days
• Refunds will be processed to the original payment method

2.2 Failed Deposits

If your deposit fails but your payment method is charged:

• Check your account balance after 24 hours (delays may occur)
• If funds don't appear, contact support with transaction proof
• We will investigate with our payment processor
• Confirmed failed deposits will be refunded within 7-14 business days

2.3 Unused Deposits

If you deposit funds but do not use them for gaming:

• You may request a refund within 24 hours of deposit
• Account must show no gaming activity with deposited funds
• Refund requests are subject to verification and approval
• A processing fee may be deducted (up to 5% or payment processor fees)
• Refunds will be returned to the original payment method

3. Withdrawal Refunds

3.1 Cancelled Withdrawals

If you cancel a pending withdrawal:

• Funds will be returned to your account balance
• You can use the funds for gaming or request a new withdrawal
• Cancellation is only possible before withdrawal is processed

3.2 Failed Withdrawals

If a withdrawal fails due to incorrect details or bank rejection:

• Funds will automatically be returned to your account
• Update your payment details and resubmit the withdrawal
• Contact support if funds don't return within 7 business days

4. Bonus and Promotion Refunds

4.1 Bonus Funds

Bonus funds and promotional credits are subject to the following:

• Bonuses are non-refundable and cannot be withdrawn directly
• Bonus funds must meet wagering requirements before withdrawal
• Cancelled bonuses are forfeited and cannot be reinstated
• If a deposit bonus is declined, only the deposit is refundable

4.2 Free Spins and Tournament Entries

Free spins, tournament entries, and similar promotions:

• Have no cash value and are non-refundable
• Cannot be exchanged for cash or transferred
• Expire according to promotion terms and cannot be extended

5. Unauthorized Transactions

5.1 Reporting Unauthorized Activity

If you believe there has been unauthorized activity on your account:

• Report it immediately to customer support
• Change your password and enable two-factor authentication
• Provide all relevant information and evidence
• Cooperate with our investigation process

5.2 Investigation Process

We will investigate all unauthorized transaction claims:

• Review account activity and login history
• Verify IP addresses and device information
• Contact payment processors for additional information
• Investigation may take 14-30 business days

5.3 Refund Decisions

Refunds for unauthorized transactions will be issued if:

• Investigation confirms unauthorized access
• You complied with security requirements
• You reported the issue promptly
• You did not share account credentials

6. Technical Malfunction Refunds

6.1 Game Malfunctions

In the event of a game malfunction:

• All affected bets will be voided
• Stakes will be refunded to your account balance
• Report malfunctions immediately with screenshots/details
• We will investigate with the game provider

6.2 Platform Technical Issues

If technical issues affect your gaming experience:

• Document the issue with screenshots and details
• Contact support as soon as possible
• We will review and determine appropriate compensation
• Refunds or credits may be issued at our discretion

7. Refund Request Process

7.1 How to Request a Refund

To request a refund, follow these steps:

1. Contact customer support via Live Chat, Email, or Phone
2. Provide your account details and transaction information
3. Explain the reason for your refund request
4. Submit supporting documentation (transaction receipts, screenshots, etc.)
5. Wait for our team to review your request

7.2 Required Information

When requesting a refund, please provide:

• Your account username and registered email
• Transaction ID or reference number
• Date and time of transaction
• Amount of transaction
• Payment method used
• Detailed explanation of the issue
• Any relevant screenshots or documentation

7.3 Processing Time

Refund processing times vary based on the issue:

• Duplicate deposits: 5-7 business days
• Failed deposits: 7-14 business days
• Unused deposits: 3-5 business days (after approval)
• Unauthorized transactions: 14-30 business days (investigation required)
• Technical malfunctions: 7-14 business days

8. Refund Methods

8.1 Refund to Original Payment Method

Refunds are generally processed to the original payment method:

• Credit/Debit cards: 7-14 business days
• E-wallets (GCash, Maya): 3-5 business days
• Bank transfers: 5-10 business days
• Cryptocurrency: 24-48 hours

8.2 Alternative Refund Methods

If refund to original payment method is not possible:

• We may offer alternative refund methods
• Bank transfer or e-wallet refund may be available
• Account credit may be offered as an option
• Additional verification may be required

9. Fees and Charges

9.1 Refund Fees

The following fees may apply to refunds:

• Payment processor fees (typically 2-5%)
• Currency conversion fees (if applicable)
• Administrative fees for certain refund types
• Fees are deducted from the refund amount

9.2 Fee Waivers

Fees may be waived for:

• Refunds due to our error or technical malfunction
• Duplicate charges caused by system issues
• Confirmed unauthorized transactions

10. Account Closure Refunds

10.1 Voluntary Account Closure

If you close your account voluntarily:

• Any remaining balance can be withdrawn
• Bonus funds and pending bonuses will be forfeited
• Pending withdrawals will be completed
• Account must have no outstanding obligations

10.2 Involuntary Account Closure

If your account is closed for Terms violations:

• Original deposits may be refunded (subject to terms)
• Winnings and bonuses may be forfeited
• Each case is reviewed individually
• Decision is at GB Casino's discretion

11. Chargeback Policy

11.1 Chargeback Consequences

Initiating a chargeback may result in:

• Immediate account suspension
• Forfeiture of all funds and winnings
• Permanent ban from GB Casino
• Legal action to recover funds and fees
• Report to gaming industry databases

11.2 Proper Dispute Process

Before considering a chargeback:

• Contact our customer support team
• Allow us to investigate and resolve the issue
• Provide all necessary information and documentation
• Wait for our resolution (typically 7-14 business days)

12. Exceptions and Special Cases

GB Casino reserves the right to:

• Make exceptions to this policy on a case-by-case basis
• Require additional verification for large refund requests
• Deny refunds that don't meet policy requirements
• Update this policy with notice to users
• Limit or restrict refunds for accounts with suspicious activity

13. Contact Information

For refund requests or questions about this policy:

• Email: [email protected]
• Live Chat: Available 24/7 on our website
• Phone: +63-XXX-XXX-XXXX (24/7 Support)
• Support Hours: 24 hours a day, 7 days a week

14. Regulatory Compliance

This Refund Policy complies with:

• PAGCOR regulations and guidelines
• Philippine consumer protection laws
• International gaming industry standards
• Payment processor requirements

15. Policy Updates

We may update this Refund Policy from time to time. Changes will be:

• Posted on our website with the updated date
• Communicated via email to registered users
• Effective immediately upon posting unless stated otherwise

Your continued use of GB Casino services after policy updates constitutes acceptance of the revised policy.