Refund and Cancellation Policy

1. Purpose and Scope

This Refund and Cancellation Policy ("Policy") sets out the principles, conditions, and procedures governing refunds, reversals, cancellations, and chargeback handling for all services provided by Lucky Sands Gaming Limited. The Policy applies to all Players who access or use the Lucky Sands Gaming platform, including casino games, promotional offers, and payment services.

2. General Policy on Refunds

As a general rule, funds that have been deposited into a Player account and subsequently used to place wagers are not eligible for refund, regardless of the outcome of the wager. Once a bet is placed, it is considered final and irrevocable, except where a clear system error, game malfunction, or operational fault attributable to Lucky Sands Gaming has occurred.

Deposits that have not been wagered may, in limited circumstances, be considered for refund, subject to successful completion of identity verification, AML checks, and confirmation that the funds are not linked to fraud, abuse, or prohibited activity.

3. Cancellation of Deposits and Transactions

Once a deposit transaction has been successfully authorised and credited to a Player's account, it cannot be cancelled by the Player. This is due to the instantaneous nature of electronic payment processing and the regulatory requirement to maintain accurate transaction records. In exceptional circumstances, such as duplicate deposits caused by a technical error, Lucky Sands Gaming may cancel or reverse a transaction after conducting a full internal review.

4. Refunds Due to System Errors or Game Malfunctions

Where a refund request arises from a verified system error, game malfunction, or technical failure that materially affected gameplay or account balances, Lucky Sands Gaming will investigate the matter thoroughly. If the investigation confirms that the Player was adversely impacted due to a fault within the Company's systems, appropriate corrective action will be taken.

5. Fraud, Abuse, and AML-Related Restrictions

Refunds will not be granted where a Player is suspected of, or has engaged in, fraudulent activity, bonus abuse, collusion, money laundering, or any other prohibited conduct. Where a refund request triggers AML/CFT concerns, Lucky Sands Gaming is legally required to suspend processing of the request until all relevant checks and investigations are completed.

6. Bonus Funds and Promotional Credits

Bonus funds, free bets, free spins, and other promotional credits are non-withdrawable and non-refundable, unless expressly stated otherwise in the applicable promotion terms. Where a Player receives a bonus in connection with a deposit, any refund of the deposit (if approved) will result in the forfeiture of associated bonus funds and any winnings derived from them.

7. Chargebacks and Payment Disputes

Players are encouraged to contact Lucky Sands Gaming's Customer Support team before initiating a chargeback or payment dispute with their bank or payment provider. Unauthorised or unjustified chargebacks may result in account suspension or closure and may be reported to payment processors and industry databases.

8. Processing of Approved Refunds

Approved refunds are processed using the original payment method wherever possible, in line with payment-scheme rules and AML requirements. Refund processing times vary depending on the payment method and financial institution involved and may take several business days to reflect in the Player's account.

9. Account Closure and Remaining Balances

Where a Player requests account closure, any remaining withdrawable balance will be paid out to the Player after completion of identity verification and compliance checks. Funds that are not withdrawable due to bonus conditions, fraud investigations, or regulatory holds will not be refunded.

10. Regulatory Compliance and Record Keeping

All refund, cancellation, and reversal requests are logged, reviewed, and retained in accordance with regulatory record-keeping requirements. Lucky Sands Gaming maintains detailed audit trails to demonstrate compliance with licensing conditions, AML/CFT obligations, and consumer protection standards.