Last Updated: November 12,2024
1. Introduction and Overview
1.1. This Refund Policy outlines the conditions under which refunds may be granted for transactions conducted on Hookcasino (referred to as the “Website,” “Operator,” “Company,” or “We”). By using the Website, you agree to comply with the terms of this Refund Policy.
1.2. The Company provides an online casino platform offering gaming and betting services. Once a transaction is completed and gaming services have been accessed, refunds are generally not available unless specifically stated in this policy.
1.3. We reserve the right to update or amend this Refund Policy at any time. The most current version will always be accessible on the Website, and continued use after any changes constitutes acceptance of the updated policy.
2. Refund Eligibility
2.1. Refunds are typically not granted for completed transactions, except under the following conditions:
Deposits made by mistake due to technical errors or banking issues where funds remain unused for gaming.
Duplicate transactions caused by system errors.
Unauthorized transactions on a player’s account, reported promptly.
2.2. Refunds will not be provided for:
Lost wagers.
Dissatisfaction with game outcomes.
Failure to meet bonus wagering requirements.
Refund requests following self-exclusion or responsible gambling actions taken after play.
3. How to Request a Refund
3.1. Refund requests must be submitted to customer support at
[email protected] within 24 hours of the transaction.
3.2. Requests should include:
Full name and registered email.
Date and time of the transaction.
Transaction ID and payment method.
A clear explanation for the refund request.
3.3. Additional documentation or verification may be requested prior to refund approval.
4. Refund Review and Processing
4.1. Each refund request is reviewed individually, with a response timeframe of up to 7 business days.
4.2. Approved refunds will be credited to the original payment method. Processing times may vary by financial institution.
4.3. Denied refund requests will be communicated along with reasons for rejection.
5. Chargebacks and Fraud Prevention
5.1. Initiating chargebacks without prior contact with customer support may lead to account suspension or termination.
5.2. Attempts to abuse the refund policy, including requesting refunds for completed bets, will result in immediate account closure and potential legal consequences.
6. Responsible Gambling and Self-Exclusion
6.1. Refunds related to self-exclusion or responsible gambling will be reviewed on a case-by-case basis. Refunds may be considered if deposits were made before the self-exclusion request.
6.2. Bonuses, free spins, or promotional credits used before the self-exclusion request are not eligible for refunds.
7. Additional Terms
7.1. This Refund Policy does not override any statutory rights provided by law.
7.2. The Company may modify, suspend, or terminate this Refund Policy at any time without prior notice.
7.3. Any disputes related to refunds will be resolved according to the governing laws outlined in the Website’s Terms and Conditions.
For questions regarding this Refund Policy, please contact our support team at
[email protected]
