In accordance with our Terms and Conditions, all purchases of Gold Coins are final and non-refundable once the virtual coins have been credited to your account.
We generally do not offer refunds. However, we understand that exceptional circumstances may arise. We review refund requests on a case-by-case basis, at our sole discretion, for situations such as:
Duplicate charges resulting from technical errors.
Technical Errors: Failed delivery of purchased Gold Coins despite successful payment.
Unauthorized Transactions: Charges made without your consent (subject to verification).
Account Access Issues: Inability to access purchased content due to account restrictions or technical problems.
Platform Errors: System malfunctions that affect your purchase experience.
Our refund review process includes:
Verification of the transaction details
Review of account activity following the purchase
Assessment of any Gold Coin usage from the purchase
Evaluation of the specific circumstances of the request
The total time from request to final decision may take up to 30 business days.
Factors that may extend these timeframes:
Incomplete documentation
High volume of requests
Additional verification requirements
Complex cases requiring management review
Bank holidays or weekends
If your refund hasn't appeared after the estimated timeframe, please contact our support team for additional assistance via chat window or at support@luckyzino.com.
Note: Approved refunds are processed through the original payment method used for the purchase. If that method is no longer available, alternative arrangements may be made on a case-by-case basis.
Please note: Submitting a refund request does not guarantee approval. We reserve the right to deny any refund request.