Refund Policy

This Refund Policy explains how deposits, loads, and payouts work at Gautam Gaming and when a refund may or may not be available. It is part of, and should be read together with, our Terms of Service. If anything is unclear, contact us in chat before you take any other action — most issues are resolved quickly.

1. How funds move

• Deposit — you send us funds through a payment method offered in chat.
• Load — we apply credits or a balance to your chosen Game Platform account on your behalf.
• Payout — you request a disbursement of eligible winnings, which we review and, if approved, send to you.

A refund (returning a deposit) is different from a payout (disbursing winnings). Winnings are paid through the payout process described below and in our Terms, not through refunds.

2. Deposits and loads are generally final

Because a deposit is converted into entries, credits, or a balance that is used for play, once funds have been successfully loaded onto a Game Platform, the deposit is generally non-refundable. You are paying for the loading service and the credits delivered, which cannot be “un-played” or returned once used. This is consistent with how prepaid play credits work.

3. When a refund may be available

We will refund, re-credit, or otherwise make things right in situations such as:

• Undelivered load — you were charged but the credits were never loaded and cannot be loaded.
• Duplicate or incorrect charge — you were charged twice, or charged the wrong amount, due to a processing error.
• Unauthorized transaction — a charge was made without your authorization and is verified as fraudulent (please contact us immediately).
• Pre-load cancellation — you ask to cancel before the load has been applied and before any irreversible step has been taken.

Approved refunds are returned to the original payment method where possible. Processing times depend on your payment provider and are estimates, not guarantees.

4. When refunds are not available

• credits that have already been loaded and are available for, or used in, play;
• losses incurred during play (game outcomes are determined by the Game Platform and are based on chance);
• promotional credits, bonuses, or free entries, which have no cash value and are non-refundable;
• transactions connected to fraud, abuse, prohibited conduct, or a violation of our Terms;
• requests made simply because you changed your mind after credits were delivered.

5. Payouts of winnings

Eligible winnings are paid through the payout process, not as refunds. Payouts are subject to identity verification, fraud and compliance review, and any applicable minimums, limits, and methods described in our Terms of Service and AML & Identity Verification Policy. We may withhold or adjust a payout where required by law or where a transaction is under review.

6. Chargebacks — please contact us first

If you think there is a problem with a charge, contact us before disputing it with your bank or card issuer. A chargeback opened without first contacting us, or one filed in bad faith for credits that were delivered, is treated as a breach of our Terms. Filing an invalid or fraudulent chargeback may result in suspension of your account, forfeiture of any balance or winnings, recovery of the disputed amount and related costs, and referral to fraud-prevention networks or law enforcement. We keep records of transactions and communications to respond to disputes.

7. How to request a refund or raise a billing issue

To help us resolve your issue quickly, please have ready:

• the date and amount of the transaction;
• the payment method used;
• the Game Platform and account involved; and
• a short description of what happened.

Reach us through live chat, the Contact page, or by email at support@gautamgaming.com. We aim to acknowledge requests promptly and to resolve them as quickly as we reasonably can.

8. Changes to this Policy

We may update this Policy from time to time. We will revise the “Last updated” date above. Your continued use of the Service after changes take effect means you accept the updated Policy.