Refund Policy
Refund Policy
At Crazy King Casino, operating under the domain crazykingcasino1.com, we are committed to fairness and transparency in all financial matters relating to your account. This Refund Policy outlines the circumstances under which deposits, bets, or bonus funds may be eligible for a refund, the procedure for requesting one, and the timeframes involved. Crazy King Casino operates under licences issued by the UK Gambling Commission and the Alderney Gambling Control Commission (Licence Number: 39175), and this policy is designed in compliance with those regulatory standards.
General Refund Conditions
Refund requests are assessed on a case-by-case basis and are typically limited to circumstances such as accidental deposits, technical errors resulting in duplicate transactions, unauthorised transactions reported promptly by the account holder, or deposits made in clear error. All refund requests must be submitted as soon as possible after the transaction occurs, and Crazy King Casino reserves the right to request supporting evidence before processing any refund.
- Refund requests must relate to funds that have not yet been used for wagering.
- Deposits already applied to bets, spins, or bonus wagering requirements are not eligible for refund once gameplay has commenced.
- Refunds will only be issued to the original payment method used for the deposit, using one of our supported options: Visa Debit, Mastercard Debit, PayPal, Paysafecard, Pay by Mobile, Skrill, or Neteller.
- Refunds cannot be redirected to a third-party account or an alternative payment method.
Processing Procedure
To request a refund, players must contact our support team at [email protected] with full account details, the transaction date, the amount involved, and a clear explanation of the reason for the request. Our team will review the request, verify the account and transaction history, and respond with a decision. Where a refund is approved, it will be processed back to the original payment method used for the deposit.
Please note that any withdrawal-related transaction is subject to our standard 72-hour pending period, followed by an additional 1-3 working days for the funds to reach your account, in line with our standard withdrawal processing timeframes. Refunds approved outside of the withdrawal process will be processed as promptly as possible, though timing may vary depending on the payment method and any verification checks required.
Non-Refundable Items
Certain items and transactions are strictly non-refundable, in order to maintain fairness across all players and comply with regulatory requirements. These include:
- Bonus funds that have already been credited and used for wagering, including the welcome offer, free spins winnings, or the no deposit bonus of 10 Free Spins on Aztec Gems.
- Completed bets or wagers, regardless of outcome, once a spin or hand has been finalised.
- Deposits that have been partially or fully wagered, in accordance with our wagering requirement of 65x, subject to game contribution rates of slots 100%, tables 10%, and live 0%.
- Funds forfeited due to a breach of our Terms & Conditions, including bonus abuse or use of a maximum bet exceeding £5 while a bonus is active.
- Bonus funds or associated winnings that have expired after the 30-day bonus validity period.
- Withdrawals that have already been processed and paid out to the player's chosen payment method.
Crazy King Casino does not provide refunds for losses incurred through normal gameplay, as all games are conducted using certified random number generators and outcomes are determined fairly. Players are strongly encouraged to review our Responsible Gaming tools, including deposit and loss limits, before making any deposit.
Disputed Transactions
If a player believes a transaction was processed in error or without authorisation, this must be reported to [email protected] immediately. Our compliance team will investigate the matter, which may include a review of account activity, IP logs, and payment provider records. Refunds relating to disputed or fraudulent transactions will only be issued once the investigation has been concluded and the claim substantiated.
Contact for Refund Requests
All refund enquiries should be directed to our dedicated support team at [email protected]. Our support hours are 9am to 4pm, Monday to Friday. We aim to acknowledge all refund requests promptly and will keep players informed throughout the review process. Crazy King Casino is committed to resolving all financial queries fairly, transparently, and in accordance with applicable licensing requirements.