Refund Policy

This Refund Policy (the "Policy") governs the terms and procedure for refunding money to Users of the allwinua24.co.ua platform. By registering on the platform and carrying out financial transactions, the User confirms that they have read this Policy and fully accept its terms. The Operator acts in accordance with the applicable laws of Ukraine and the terms of the licence for organising and conducting gambling activities.

1. General provisions

Gambling by its nature involves the risk of financial loss. All bets placed by the User on the platform are voluntary and final. The Operator does not refund funds lost as a result of participation in gambling, since game outcomes are generated by a certified random number generator and cannot be cancelled or changed after a game round is completed.

A refund is possible only in cases provided for by this Policy and at the decision of the platform administration.

2. Grounds for a refund

The Operator may consider a refund request on the following grounds: a technical failure of the platform that directly affected a game outcome or a financial transaction, confirmed by an internal technical investigation; an erroneous double debit of funds during a deposit; unauthorised access to the User's account, confirmed by the security team's review; other circumstances that constitute grounds for a refund under applicable law.

No refund is issued where the User changed their mind about a bet after it was confirmed, lost funds as a result of participating in games, breached the User Agreement or the terms of the bonus programme, or provided inaccurate data during registration or verification.

3. Filing a request

To initiate the refund procedure, the User must contact customer support with a corresponding request. The request must include: the full name of the account holder; the account identifier or the email address specified at registration; a detailed description of the circumstances giving grounds for the refund, including the date and time of the incident; the amount to be refunded; supporting documents or screenshots, if available.

Requests that do not contain the required information may be returned to the User for completion.

4. Review of the request and timeframes

After receiving a properly completed request, the Operator conducts an internal review of the circumstances of the case. The review period is up to 14 business days from the date of receipt. If an additional technical investigation is required, the period may be extended, and the User will be notified accordingly.

Based on the review, the Operator decides whether to grant or reject the request and notifies the User of the decision through the chosen communication channel.

5. Method of refund

If the decision is positive, the refund is made to the same payment method that was used for the deposit. If a refund to the original payment method is not possible for technical reasons, the Operator agrees an alternative refund method with the User. Crediting times depend on the payment provider and may range from 1 to 10 business days.

6. Verification before a refund

Before issuing a refund, the Operator has the right to require the User to complete an identity verification procedure. This may include providing a copy of an identity document, confirmation of ownership of the payment method, and other documents required to prevent fraud and to comply with financial-monitoring legislation.

7. Limitation of liability

The Operator is not liable for delays in refunding funds caused by the actions of third parties, in particular payment providers or banking institutions. The Operator's decision regarding a refund is final within the internal procedure. In case of disagreement with the decision made, the User has the right to apply to the authorised bodies in accordance with the applicable laws of Ukraine.

8. Changes to the Policy

The Operator reserves the right to amend this Policy unilaterally. The current version is always available on the website. Continued use of the platform after changes are made confirms the User's agreement with the updated terms.