Refund and Cancellation Policy
At ZGGWin, we strive to provide a reliable and enjoyable gaming experience. However, we understand that there might be situations requiring refunds or cancellations. This guide explains the steps for requesting refunds, handling cancellations, and resolving disputes. By using our platform, you agree to the terms outlined below.
1. General Policy
Refund Limitations
Once a deposit is completed and credited to your account, it cannot be refunded unless there is a technical error or duplicate transaction.
Non-Reversible Bets and Bonuses
All bets placed and bonuses claimed are final. Refunds or reversals will only be considered if technical issues disrupt gameplay.
Duplicate Payments
In the case of duplicate deposits, the excess amount will be refunded upon verification.
Timeframe for Refund Requests
Refund requests must be submitted within 7 days of the transaction date. Requests made after this period may not be processed.
2. Refund Eligibility
Refunds may be approved in the following circumstances:
2.1. Duplicate Deposits
If the same deposit is processed multiple times, our team will review and refund the extra charges.
2.2. Failed Transactions
If your payment was deducted but not added to your account, contact our support team with proof of the transaction for resolution.
2.3. Unauthorized Activity
If you notice unauthorized transactions in your account, report them immediately. Refunds may be issued if the claim is valid after investigation.
2.4. System Disruptions
If a technical error, such as a game crash, impacts your bets, we will review and adjust your balance accordingly.
2.5. Bonus Errors
If a bonus or promotion fails to apply due to a technical problem, the correct bonus amount will be credited to your account.
3. Steps to Request a Refund
Follow these steps to ensure your refund request is processed quickly:
- Contact Support:
Use live chat, email, or phone to contact our support team. Provide your username, transaction details, and a brief explanation of the issue. - Submit Proof of Payment:
Include any necessary documentation, such as screenshots or payment receipts, to support your claim. - Wait for Review:
Refund requests are reviewed within 3 to 5 business days. Additional information may be requested during this time. - Receive a Decision:
You will be notified once the review is complete. Approved refunds will be processed to your original payment method. - Processing Time:
Refunds typically take 5 to 7 business days to appear, depending on your payment provider.
4. Cancellation Guidelines
4.1. Deposit Cancellations
Deposits cannot be canceled once they are successfully processed. Please double-check your details before confirming any transaction.
4.2. Withdrawal Cancellations
You can cancel a pending withdrawal through your account dashboard as long as it hasn’t been processed. Withdrawals that are already approved cannot be reversed.
4.3. Verification Delays
Withdrawals may be delayed or denied if your account verification is incomplete. Ensure all required documents are submitted.
4.4. Expired Withdrawals
Withdrawals not completed within 7 days may be canceled automatically. You will need to submit a new request.
4.5. Technical Errors
If a transaction fails due to a system issue, the funds will be credited back to your account.
5. Resolving Disputes
5.1. Submit a Dispute
If you disagree with a refund or cancellation decision, contact support with detailed information about your concern.
5.2. File on Time
Disputes must be filed within 7 days of the transaction or issue. Late submissions may not be accepted.
5.3. Investigation Process
Our team will review all disputes thoroughly and aim to resolve them within 10 business days.
5.4. Management Decisions
The final decision regarding disputes will be made by ZGGWin management and is binding.
5.5. Escalation Options
If you are not satisfied with the resolution, you can escalate the issue to the appropriate regulatory authorities.
6. Handling Technical Issues
6.1. Game Errors
If a game crashes or malfunctions, affected bets will be voided, and the funds will be returned to your account. Refunds for errors will follow Game Rules and Fair Play policies."
6.2. Scheduled Maintenance
Refunds are not provided for downtime due to scheduled maintenance. Notifications will be sent in advance.
6.3. Payment Failures
If a payment is deducted but does not reflect in your account, contact support immediately with proof of payment.
6.4. Critical System Errors
In rare cases of severe system errors, affected transactions will be refunded, and gameplay may be paused temporarily. Ensure you understand the terms of Bonuses and Promotions
7. Tips to Avoid Issues
- Double-Check Details: Always review deposit and withdrawal information before confirming.
- Complete Verification: Ensure your account is fully verified to avoid delays.
- Understand Bonus Rules: Familiarize yourself with bonus terms and conditions.
- Act Quickly: Report any issues to support as soon as they arise.
- Keep Your Account Secure: Protect your login credentials to prevent unauthorized access.
8. Contact Support
Our support team is available 24/7 to assist with refunds, cancellations, or other concerns:
- Email: support@zggwin.com
- Live Chat: Accessible on the ZGGWin website and app