This Deposit Refund Policy ("Policy") applies to deposits made to player accounts on xocasino.eu (the "Website"), operated by XO Entertainment Ltd. (the "Company", "we", "us" or "our") incorporated under the laws of Adjouan, and is licensed and regulated by the Government of the Autonomous Island of Anjouan, Union of Comoros and operates under License No. ALSI-202603031-FI1.
This Policy should be read together with our Terms of Service, AML Policy, KYC Policy, Responsible Gaming Policy, Bonus Terms and Withdrawal Policy.
1. General
Deposits made to a player account are intended to be used for the gaming services available on the Website.
Once a deposit has been successfully credited to a player account, it may generally not be cancelled or refunded if the deposited funds have already been used for gaming, unless a refund is required by applicable law or the transaction qualifies under this Policy.
Nothing in this Policy affects any mandatory rights available to players under applicable law.
2. Unused Deposits
A player may request a refund of an unused deposit where:
- the deposited funds have not been used for gaming;
- no bets or gaming transactions have been made using those funds;
- the deposit is not subject to applicable bonus or wagering requirements; and
- the payment was made using a payment method belonging to the registered player.
All refund requests are subject to applicable verification and compliance procedures.
Where a refund is approved, it will normally be processed to the original payment method, where technically and legally possible.
3. Deposits Used for Gaming
Where deposited funds have been used for bets, casino games or other gaming activity, the deposit will generally no longer be eligible for cancellation solely because the player subsequently changes their mind.
Any remaining eligible cash balance may be withdrawn in accordance with our Withdrawal Policy and applicable verification requirements.
4. Failed or Missing Deposits
If a player's payment method has been charged but the corresponding deposit has not been credited to the player's account, the player should contact Customer Support.
We will investigate the transaction with the relevant payment provider.
Following verification, we may either:
- credit the funds to the player's account; or
- arrange a refund to the original payment method.
The time required to resolve such transactions may depend on the payment provider and the player's financial institution.
5. Duplicate or Incorrect Transactions
If a deposit has been processed more than once due to a technical or processing error, the player should contact Customer Support as soon as reasonably possible.
Following verification, confirmed duplicate or erroneous transactions may be refunded to the original payment method.
6. Unauthorized Transactions
If a player believes that a deposit was made without their authorization, they must notify us as soon as possible.
We may request information reasonably necessary to investigate the transaction, including information relating to the relevant payment method or payment provider.
Where an unauthorized transaction is confirmed, we will take appropriate action in accordance with applicable law, payment-provider requirements and our AML/KYC procedures.
7. Payment Method
Players must use a payment method that belongs to them or that they are legally authorized to use.
We may refuse or delay a refund where ownership of the payment method cannot be verified or where there are reasonable grounds to suspect fraud, money laundering, payment abuse or another breach of our Terms of Service.
Where possible, approved refunds will be returned to the same payment method used for the original deposit.
8. Bonuses and Promotional Funds
Refunding or withdrawing an eligible cash deposit does not automatically entitle a player to retain bonuses, promotional funds, free spins or other promotional benefits associated with that deposit.
Where a deposit is refunded, any associated promotional benefits may be cancelled in accordance with the applicable Bonus Terms.
9. Fees and Currency Conversion
Where permitted by applicable law, reasonable third-party payment processing fees or unavoidable currency conversion costs directly attributable to a refund may be deducted from the refunded amount.
No undisclosed administrative fee will be charged solely for submitting an eligible refund request.
10. Verification and Compliance
Before processing a refund, we may require the player to complete applicable identity, payment-method, source-of-funds or other compliance checks.
A refund may be delayed while such checks are being completed.
We may suspend or refuse a refund where required by law, a competent authority or payment provider, or where there are reasonable grounds to suspect fraud, money laundering, terrorist financing, payment abuse, account misuse or a breach of our Terms of Service.
11. Chargebacks
Players should contact Customer Support before initiating a chargeback concerning a legitimate transaction and allow us a reasonable opportunity to investigate and resolve the matter.
Unjustified or fraudulent chargebacks may result in account restrictions or closure and may be subject to recovery of reasonable costs actually incurred by the Company, to the extent permitted by applicable law.
Nothing in this section restricts a player's rights in relation to genuinely unauthorized transactions or any rights that cannot lawfully be waived.
12. Refund Processing
Once a refund has been approved, we will initiate the refund without undue delay.
The time required for the funds to appear in the player's account may vary depending on the payment method, payment processor and financial institution.
We cannot guarantee processing times controlled by third-party payment providers or financial institutions.
13. How to Request a Refund
Refund requests should be submitted to our Customer Support team:
- Email: support@xocasino.eu
- Website: xocasino.eu
To process a request, we may ask the player to provide:
- registered account details;
- transaction ID;
- deposit amount;
- date of the transaction;
- payment method; and
- any additional information reasonably required to verify the transaction.
We will review the request and inform the player of the outcome.
14. Account Closure
Closing a player account does not automatically constitute a refund request.
Where an account is closed and the player has an eligible remaining cash balance, the player may request withdrawal of that balance in accordance with our Withdrawal Policy and applicable verification and compliance requirements.
15. Responsible Gaming and Self-Exclusion
Players may request account closure or self-exclusion in accordance with our Responsible Gaming Policy.
Where a player requests self-exclusion or account closure due to gambling-related concerns, any eligible remaining balance will be handled separately in accordance with applicable rules and verification requirements.
16. Complaints and Disputes
Players should first contact Customer Support regarding any payment or refund dispute.
If a player is not satisfied with the outcome provided by our Customer Support team, he may submit a formal complaint by emailing admin@xocasino.eu.
Management team will review a complaint independently and provide a final response within 72 hours whenever reasonably possible.
17. Changes to This Policy
We may update this Policy from time to time to reflect changes to our services, payment methods, regulatory requirements or applicable law.
