Refund & Dispute Policy

1. Our Role as Operator

KANGAROO TRADE MARKETING LTD, operating as BetCasino, is the merchant of record and platform operator responsible for casino gaming services, account balances, customer support, refunds, disputes, and withdrawal processing.

Third-party payment providers, card processors, and checkout partners act only as technical payment facilitation providers. They are not the casino operator, game provider, or seller of gaming entertainment.

All refund requests, complaints, and disputes must be directed to BetCasino:

• Email: support@betcasino.com
• Company: KANGAROO TRADE MARKETING LTD (Reg. No. 17149602, England & Wales)
• Address: 20 Wenlock Road, London, United Kingdom, N1 7GU

2. Nature of the Service

BetCasino provides online casino entertainment including slots, table games, instant games, and sports betting (where available). Funds deposited are converted to account balance credits used to place bets.

Unless expressly stated otherwise, casino gaming on BetCasino:

• involves risk of loss — you may lose your entire stake;
• does not guarantee winnings, profit, or financial return;
• is for entertainment purposes only for users aged 18+;
• is subject to published RTP (Return to Player) rates per game, which reflect long-term statistical averages, not individual session outcomes.

3. Finality of Gaming Transactions

Once a bet is placed and the game round is resolved, the outcome is final. Account balance adjustments from completed bets (wins or losses) are generally non-refundable, except where required by applicable law or where BetCasino determines a refund is appropriate under this Policy.

Provably fair games provide cryptographic verification of outcomes. By placing a bet, you accept the resolved outcome as final.

4. When Refunds May Be Available

A refund may be considered if:

1. You were charged but your account was not credited due to a technical error on our platform.
2. You were charged more than once for the same deposit.
3. A game malfunction caused an incorrect debit and the error is confirmed in our logs.
4. A deposit was processed but the gaming account was not activated.
5. You requested cancellation of an unprocessed deposit before gaming activity commenced.
6. A refund is required under applicable consumer protection law.

Each request is reviewed based on payment records, account activity, game logs, and communications with support.

5. When Refunds Are Generally Not Available

A refund is generally not available if:

1. Funds were successfully credited and used for gaming (bets placed and resolved).
2. You lost bets in the normal course of gaming.
3. You changed your mind after playing or after requesting a withdrawal.
4. You did not understand game rules, RTP, or gambling risk despite accepting our Terms.
5. Your account was accessed by a third party due to compromised credentials after you failed to secure your login.
6. The issue was caused by your device, internet connection, or third-party services outside our control.
7. Bonus funds were used according to the Wagering & Bonus Terms.

6. Withdrawals

Withdrawal requests are processed according to our Withdrawal Policy. Refunds of unused deposited funds may be processed as withdrawals rather than charge reversals where appropriate.

Withdrawals may be delayed pending identity verification, anti-fraud review, or bonus wagering completion.

7. Failed or Delayed Deposits

If payment succeeds but account credit is delayed or failed, BetCasino may:

• credit the account manually;
• retry the deposit reconciliation;
• cancel the transaction and issue a refund if credit cannot be applied.

Contact support@betcasino.com before opening a payment dispute or chargeback.

8. Refund Request Process

Contact support@betcasino.com within 14 days and provide:

• transaction ID or payment reference;
• account username or registered email;
• deposit amount, date, and payment method;
• reason for the refund request;
• supporting screenshots or evidence, if applicable.

We aim to respond within 2–5 business days.

9. Refund Method

Approved refunds are returned to the original payment method where technically and legally possible. Alternative methods may be offered subject to compliance review.

10. Chargebacks and Payment Disputes

Contact BetCasino support before filing a chargeback. We may provide evidence including transaction records, account activity logs, IP records, accepted terms, and game outcome data.

Accounts associated with fraudulent chargebacks may be suspended.

11. Third-Party Payment Providers

Payment providers are not responsible for game outcomes, bonus terms, account management, or dispute resolution. All gaming-related responsibility remains with KANGAROO TRADE MARKETING LTD as operator of BetCasino.

12. Contact

• Support: support@betcasino.com
• Legal: legal@betcasino.com
• Company: KANGAROO TRADE MARKETING LTD, Reg. 17149602
• Address: 20 Wenlock Road, London, United Kingdom, N1 7GU

See also: Terms of Service, Withdrawal Policy, Responsible Gaming.