1. General Principles
Due to the nature of cryptocurrency transactions and real-time gaming, our refund policy is strictly defined:
- Blockchain transactions are irreversible โ Once a deposit or withdrawal is broadcast to the network, it cannot be undone.
- All bets are final โ Once a wager is confirmed by our servers, it cannot be cancelled regardless of connection issues or user error.
- No refunds for gambling losses โ We do not refund funds lost during legitimate gameplay.
2. Eligible Refund Scenarios
Refunds are only considered in the following circumstances:
Technical System Failure
If a game round fails to complete due to a verified error on MPlay's servers, the wager amount for that specific round will be refunded to your balance.
- Requires verification from our technical logs
- Client-side issues (your internet, device, browser) do not qualify
- Refund is limited to the original stake amount
Missing Deposit
If a deposit is confirmed on the blockchain but fails to credit to your MPlay balance due to a system error, we will manually credit the funds.
- You must provide the Transaction Hash (TXID)
- Deposit must meet our minimum deposit requirements
- Deposit must be sent to the correct network and address
Regulatory Account Closure
If your account is closed due to regulatory requirements (e.g., prohibited jurisdiction detected) and no fraud or abuse has occurred, we may allow withdrawal of the remaining balance at our sole discretion.
3. Non-Refundable Scenarios
We will NOT issue refunds for:
- Wrong address/network โ Crypto sent to an incorrect address or wrong network (e.g., ERC-20 to TRC-20 address) is permanently lost
- Below-minimum deposits โ Deposits below the stated minimum may not be credited
- Compromised accounts โ Losses from shared passwords, lack of 2FA, or unauthorized access
- Bonus abuse โ Accounts terminated for violating bonus terms
- Multi-accounting โ Accounts terminated for multiple account violations
4. How to Request a Refund
If you believe you have a valid claim under Section 2, contact us within 24 hours of the incident:
Email: support@mplay.in
Required Information:
- Your MPlay User ID
- Game Session ID (for game-related issues)
- Transaction Hash / TXID (for deposit issues)
- Detailed description of the issue
- Screenshots if applicable
5. Processing Time
Refund requests are reviewed within 48-72 hours. Approved refunds are credited to your MPlay balance, not returned to the original payment method.
6. Abuse Warning
Users attempting to abuse this policy by falsely claiming technical errors or making fraudulent refund requests will have their account permanently banned and all funds frozen.