Refund Policy

Last updated: 23 July 2026

1. What you are buying

Chip packages are digital content, delivered to your account immediately after payment. Chips are virtual play money for entertainment inside CrystalAce only.

2. When we can refund

We consider refund requests where: the chips from the purchase are materially unused (your balance still substantially includes them); the charge was duplicated or clearly erroneous; or a refund is required by applicable law. Refunds are made to the original payment method, for up to the amount actually paid for that specific purchase - no more, ever.

3. When we cannot refund

Once chips from a purchase have been spent in play, the digital content has been consumed and that purchase is non-refundable. Bonus chips, promotional chips, and chips won in games have no purchase price and are never refundable or redeemable. Dissatisfaction with game outcomes is not grounds for a refund - outcomes are chance-based entertainment.

4. Your EU withdrawal right

EU consumers normally have a 14-day right of withdrawal for online purchases. For digital content this right ends when delivery begins with your consent: by purchasing chips you agree to immediate delivery and acknowledge that the statutory withdrawal right is lost once the chips reach your account. Our goodwill rules in section 2 still apply.

5. How to request a refund

Email support@crystal-ace.app from your account email with the purchase date, amount, and currency. We aim to respond within 14 days. If you see a charge you do not recognise, contact us first - we resolve genuine errors quickly, and unexplained chargebacks may lead to account suspension while we investigate.