Redemption policy

Eligibility of balances

Vouchers and prizes are earned by playing. There are no deposits, and nothing is bought with cash.

• Only balances explicitly marked redeemable can be redeemed.
• Some promotional balances are entertainment only and are never cashable, even when they look the same in your wallet.
• Listed prize values are informational and can change before fulfilment.

Verification we require

Identity checks happen at the money-out step, not while you browse. Nothing is asked of you until you request a redemption.

• Identity, age and sanctions screening, plus anti-fraud checks.
• Proof of ownership if you are redeeming on someone else's behalf.
• We may delay or refuse a redemption when the details you give are inconsistent.

Minimums and fees

• Each asset and network has its own minimum amount.
• Network fees may apply and come out of the amount you send.
• Cash and crypto accrue toward a withdrawal floor before you can collect them.

Processing times

• Processing windows vary by method.
• Gift cards may be ready to collect within a short window.
• Physical items need a valid shipping address and take longer to deliver.

Crypto is final

Once a transfer is sent to the address you provided, it is final and irreversible.

• Giving the correct address and network is your responsibility.
• We cannot recover funds sent to a wrong address or an unsupported network.

Failed redemptions

• If something fails before delivery, we may restore the balance or offer an alternative.
• Digital codes that are already delivered and valid are final.
• Contact support quickly with screenshots, transaction IDs and any provider messages.

When we can refuse

We can refuse a redemption or claw back a balance to protect the platform.

• Fraud, abuse or chargeback-like behavior.
• Breaches of the Terms of Service.
• Splitting redemptions across multiple accounts to dodge limits.