Refund Policy

This document explains on what terms and in what order StawkiBet refunds players. It supplements the platform's main rules and applies to all money operations. By registering an account and topping up your balance, you accept the provisions of this policy.

1. Key terms

• Deposit — crediting money to the gaming account via one of the available payment methods.
• Refund — cancelling a payment and returning the amount to the original payment instrument.
• Gaming activity — bets placed on sports or games launched in the casino.
• Bonus funds — credits from promotions subject to wagering.
• Chargeback — a forced reversal of a payment by the bank at the cardholder's request.

2. General rules

• Money is refunded via the same method used for the deposit.
• Amounts already staked in bets or games are non-refundable — the only exception is technical failures.
• A refund is processed after verification (KYC) and AML security checks.
• The amount is refunded in the deposit currency; payment-system fees may be withheld.
• The operator may request documents confirming that the payment method belongs to you.

3. Cases where a refund is possible

• A duplicate charge due to a payment-service technical failure.
• An unauthorised payment — with documents confirming fraud.
• A platform error that caused an incorrect charge.
• A charge with no crediting to the balance due to an incomplete operation.
• A failure in a casino or live game with an incorrect round result.
• A fee wrongly withheld by the provider.
• A partial refund of an unused deposit balance.

4. Cases where a refund is not possible

• Funds already spent on sports, esports or casino bets.
• Bonuses, free spins and winnings from them while wagering is not complete.
• Rule violations: multiple accounts, VPN, collusion, use of bots.
• Requests without a technical or payment reason.
• Ordinary losses in games under normal operation of the random number generator.
• Issues on the player's side: connection drop, device failure.
• A rejected withdrawal due to unfinished verification.

5. Cryptocurrency operations

• The refund goes to the same network and address the deposit came from.
• Exchange-rate swings and network fees are not compensated.
• An error in the address or network makes a refund impossible.
• Confirming ownership of the crypto wallet is mandatory.

6. How to submit a request

1. Message StawkiBet live chat or email [email protected].
2. Use the subject line: "Refund request".
3. Attach to the email:
   • account ID
   • date and time of the operation
   • amount and payment method
   • a screenshot of the payment confirmation
   • a detailed description of the situation
4. On request, provide KYC documents and proof that the payment method belongs to you.
5. Keep the request number to track its status.

7. Fees and partial refunds

• Bank fees are not reimbursed unless the provider states otherwise.
• An unused balance is refunded when confirmation is available.
• The rate difference between the deposit date and the refund date is not taken into account.
• For a partial refund, fees are split in proportion to the amount.

8. Chargebacks

• Starting a chargeback without contacting support is treated as a violation.
• After a chargeback the account is blocked pending clarification.
• An unjustified chargeback requires returning the amount plus administrative costs.
• Repeated cases lead to a permanent block.

9. Special conditions

• For VIP players, individual terms are arranged by a personal manager.
• A refund due to a live-casino failure is handled under the game provider's rules.
• Disputes over sports bets are resolved based on the official event protocols.
• If fraud is suspected, the operator may refuse a refund without explanation.

10. Policy updates

StawkiBet may change this policy without prior notice. Players are notified of material changes by email 14 days before they take effect. Continued use of the service means acceptance of the new version. The current version is always published on the site with the date of the last update.

11. Final provisions

This policy is part of the agreement between StawkiBet and the player. In case of discrepancies between documents on refund matters, this policy takes priority. Disputes are handled under the complaints procedure from the platform's main rules. The operator works under a Curaçao licence and follows international standards for financial operations.