This page explains how buying Coins works and when you can get your money back. It is part of our Terms of Service.
What you are buying
- A licence to use a fixed amount of virtual Coins in our games. The package name, the number of Coins (plus any bonus Coins) and the price are shown in the Shop before you pay.
- Coins have no monetary value. They can never be cashed out, transferred to another player or exchanged for prizes. Buying them only gives you more play.
- Prices are shown in real money and include any applicable VAT. The amount on the payment page is the total you pay us; your bank may add its own fees, for example for currency conversion.
How buying works
- Choose a package in the Shop (you need to be logged in).
- For some payment methods we ask for your billing address first. It is saved to your account so you don't have to enter it again.
- You are sent to the secure payment page of our payment provider. Your card details are entered there — we never see or store them.
- When the provider confirms the payment to us, the Coins are credited to your balance automatically, usually within seconds, and the purchase is listed in the Shop under your purchase history. Every credit also appears in your Wallet.
If you cancel on the payment page or the payment is declined, the purchase is marked as failed and you are not charged by us.
If something goes wrong
Email [email protected] from the address registered on your account, with the date and amount of the purchase. We will fix it as quickly as we can:
- You paid but received no Coins — a payment can show as pending for a few minutes. If it is still missing after that, we check with the payment provider and either credit the Coins or refund the payment in full.
- You were charged twice — we refund the duplicate charge.
- The wrong amount was credited — we correct your balance.
Coins lost while playing are not refunded: game results are decided fairly and cannot be reversed (see Provably Fair).
Right of withdrawal
If you are a consumer in the EU, you generally have a right to withdraw from an online purchase within 14 days of the contract being made, without giving a reason.
Coins are digital content that we supply immediately after payment. Your right of withdrawal therefore ends once the Coins are credited, but only if, before paying, you expressly agreed that we start supplying them right away and acknowledged that you lose your right of withdrawal as a result.
If you did not give that consent and acknowledgement, you can withdraw within 14 days of the purchase. To do so, tell us clearly — for example by email to [email protected] — that you are withdrawing. You can use the model form below, but you don't have to. Sending your message before the 14 days end is enough.
Model withdrawal form
(Complete and return this form only if you wish to withdraw from the contract.)
To: TEST COMPANY, TEST ADDRESS STR. 1, [email protected]
I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale of the following goods (*)/for the supply of the following service (*)/for the supply of the following digital content (*):
Ordered on (*)/received on (*):
Name of consumer(s):
Address of consumer(s):
Signature of consumer(s) (only if this form is notified on paper):
Date:
(*) Delete as appropriate.
How refunds work
- We refund to the same payment method you used, unless we agree otherwise with you, and without any fee.
- We make the refund without undue delay and within 14 days of receiving your withdrawal or of agreeing a refund. Your bank may take a few more days to show it.
- When a purchase is refunded, the Coins from that purchase (including any bonus Coins that came with it) are removed from your balance. If you have already used some of them, your balance may fall to zero; we never ask you to pay anything back.
Chargebacks
Please contact us before asking your bank to reverse a payment — it is usually faster. If a payment is reversed, we remove the related Coins from your balance. If we believe a payment was reversed without a good reason, we may suspend the account while we look into it, as described in our Terms of Service.