1. General policy
Deposits are made to play. A deposit that has been used to place bets is not refundable, and gaming losses are never refunded. A deposit that has not been played can be withdrawn under the normal withdrawal rules in the Terms.
2. When we refund
Duplicate payment: a deposit charged twice because of a technical error is refunded once the provider confirms it.
Unauthorised deposit: a deposit from your payment source without your consent, reported within 48 hours, is investigated and refunded to the source if confirmed. The account may be locked meanwhile.
Failed withdrawal: if a provider cannot complete a withdrawal, the full amount returns to your balance automatically and you get an e-mail.
Voided bets and provider errors: stakes on bets voided under section 8 of the Terms are returned.
3. Not refundable
Gaming losses; deposits already played; bonus money, cashback, prizes and rakeback; withdrawals already paid; balances on accounts closed for breach of the Terms; proceeds of fraud or bonus abuse.
4. How to ask
E-mail support@aurabet.co from your registered address with your username, the transaction reference or date, the amount and the reason. You get a decision within 5–7 business days; cases involving a payment provider can take longer and we keep you informed.
5. How refunds are paid
Approved refunds go to the original payment method where the provider allows it, otherwise to your balance. Crypto refunds go to the address the deposit came from; network fees are deducted.
6. Chargebacks
Please talk to us before disputing a payment. A chargeback on a genuine deposit breaches the Terms: the account is suspended while the dispute is open and the disputed amount plus any winnings from it is deducted.