This Refund and Cancellation Policy outlines the conditions under which refunds or cancellations may be applicable for transactions on RajaGames. Please read this policy carefully. By using our platform, you agree to these terms.
1. General Refund Principles
RajaGames operates as a skill-based gaming platform. As such:
- Game entry fees paid to participate in a completed game or tournament are generally non-refundable, as the game has been played and the outcome determined by skill.
- Refunds are available in specific circumstances as outlined in this policy.
- All refund requests are reviewed on a case-by-case basis within 5–7 business days.
2. Deposit Refunds
2.1 Failed Deposits
If money has been debited from your bank account but has not been credited to your RajaGames wallet, the amount will be automatically refunded to your source account within 5–7 business days. If you do not receive the refund within this period, please contact our support team with the transaction reference number.
2.2 Accidental Deposits
If you accidentally make a deposit and have not used any portion of it for gaming, you may request a refund within 48 hours of the transaction. The refund will be processed back to the original payment method within 5–7 business days, subject to our verification process. A processing fee of up to 3% may apply to cover payment gateway charges.
2.3 Deposits Made by Minors
If a deposit has been made by a minor (under 18 years), a parent or guardian may contact us immediately at support@rajagamesz.com. Upon verification, any unused balance will be refunded to the registered bank account, and the account will be permanently closed.
3. Game Entry Fee Refunds
3.1 Technical Glitch or System Failure
If a game is cancelled, interrupted, or fails to complete due to a technical error or server failure attributable to RajaGames, all entry fees will be fully refunded to the players' RajaGames wallets within 24 hours. We will notify affected users via in-app notification.
3.2 Player Disconnection
If a player is disconnected from a game due to issues on their side (poor internet connection, device issues, app crash), the entry fee is generally not refundable, as this is outside our control. However, if we can verify the disconnection was caused by our server, a full refund will be issued.
3.3 Game Cancellation by RajaGames
If RajaGames cancels a tournament or scheduled game before it starts (e.g., due to insufficient participants), all entry fees will be refunded to players' wallets within 24 hours.
3.4 Player-Initiated Cancellation Before Game Start
If a registered tournament has not yet started and there is a "leave" option available, you may cancel your participation and receive a refund of the entry fee to your RajaGames wallet. Once a game or tournament has started, cancellations are not possible.
4. Withdrawal Policy
4.1 Withdrawal requests are processed within 60 minutes to 24 hours on business days.
4.2 Minimum withdrawal amount: ₹100
4.3 Withdrawals are processed to your KYC-verified bank account only. Withdrawals to unverified or third-party accounts are not permitted.
4.4 Once a withdrawal request is submitted and processing has begun, it cannot be cancelled.
4.5 If a withdrawal fails due to incorrect bank details provided by the user, the amount will be returned to the RajaGames wallet within 3–5 business days. The user must then update their bank details before resubmitting.
4.6 RajaGames reserves the right to hold withdrawals pending security verification for accounts suspected of fraudulent activity. This process may take up to 15 business days.
5. Bonus and Promotional Credits
5.1 Bonus credits, cashback, and promotional rewards are non-refundable and cannot be converted to cash directly.
5.2 All bonus credits are subject to applicable wagering requirements as specified in the relevant promotion terms.
5.3 Unused bonus credits may expire as specified in the promotion terms and will not be refunded upon expiry.
6. Account Closure Refunds
If you close your RajaGames account, any remaining verified cash balance (excluding bonus credits) in your wallet will be refunded to your registered bank account within 5–7 business days, provided your KYC is complete and there are no pending investigations on your account.
7. How to Request a Refund
To submit a refund request:
- Go to the RajaGames app → Support → Raise a Ticket
- Select "Refund Request" as the category
- Provide your registered mobile number, transaction ID, and reason for refund
- Our support team will respond within 2–5 business days
Alternatively, email us at support@rajagamesz.com with the subject line "Refund Request – [Your Registered Mobile Number]".
8. Disputes
If you disagree with a refund decision, you may escalate the matter by emailing our grievance officer at grievance@rajagamesz.com. We will review your complaint within 10 business days and provide a final resolution.
9. Changes to This Policy
RajaGames reserves the right to modify this Refund and Cancellation Policy at any time. Changes will be communicated via email and in-app notification. Continued use of the platform after changes constitutes acceptance of the updated policy.