Refund policy

RivalSkills pays out competitive matches based on the winner determined by each game’s deterministic engine. Once a match has settled and the payout has been credited to the winner’s balance, the outcome is final and the stake is not refundable. The seed-commit-reveal proof (see provably fair) is available on the public replay page for every match — verify the outcome before opening a dispute.

Stakes are returned to your available balance automatically in three cases:

• Lobby cancelled before the match starts. If the room never reaches its minimum player count and the auto-cancel sweep fires, every locked stake is released back to its owner. No action needed.
• Game-server crashed mid-match. The watchdog reverses any stake that was held against a game that never produced a settled result. Idempotent — a recovered server will not double-credit.
• You disconnected and never reconnected. If you join a terminal, disconnect before the match starts, and the lobby fills via bots or other players, your stake is released. If the match has started when you disconnect, your stake stands — the seat was used.

If a deposit settles at our payment processor but the credit fails to land on your balance (e.g. amount mismatch, missing intent, internal error), the funds are not silently kept. Operators see the flag on the recon dashboard within minutes and either credit the balance manually or initiate a chargeback to your original payment method. There is no time limit for this path — if money left your account and never landed in your balance, it gets returned.

The same posture applies to crypto deposits via Cryptomus: under-payments are credited proportionally; over-payments are credited at the actual amount received and flagged on the operator dashboard.

Withdrawals that fail at the payment processor (rejected by your bank, invalid recipient address, etc.) are automatically reversed: the pending debit on your balance is restored to available, and the failed transaction is marked failed in your transaction history. You can attempt another withdrawal immediately with corrected details.

To request a manual review of any transaction — a match outcome you believe was incorrectly settled, a deposit that didn’t credit, a withdrawal that didn’t arrive — email [email protected] with:

• Your account email.
• The transaction id or match id (visible in your activity).
• A description of what you believe should have happened.
• Any screenshots that support your account.

We aim to respond within 72 hours and resolve within 14 days. If a refund is owed, it lands back in your wallet balance or original payment method at our discretion; we’ll tell you which when we resolve the ticket.

Initiating a chargeback through your bank instead of contacting support directly can slow the resolution by weeks and may cause your account to be locked while the dispute is open. Please reach out to us first — if the dispute is valid, we’ll process the refund faster than your bank can.

We reserve the right to refuse service to accounts with a pattern of unjustified chargebacks, in line with our payment processors’ merchant terms.

Promotional credits (when offered) are not refundable in cash and may be revoked if the terms of the specific promotion are violated. Real funds you deposited are always refundable per the rules above.

Closing your account at /account/security requires your available balance to be zero. Withdraw your balance first; the closure process refuses with a clear message if funds remain. Settlement records (anonymised) are retained for the period required by accounting and AML regulation — see the AML policy.