Refund Policy

We will review and, where appropriate, return funds in these limited cases:

• Unauthorised transactions — a deposit you did not authorise (e.g. a compromised payment method). Report it within 60 days; we will investigate with the payment provider and may freeze the account during review.
• Processing errors — a duplicate charge, an incorrect amount, or a technical fault that took funds without crediting your balance.
• Unplayed balance returns — where a deposit has not been wagered at all and a return is required by law, by our licence, or as part of account closure / self-exclusion, we will return the un-wagered amount to source, subject to KYC and AML checks.
• Compliance returns — where AML, sanctions, or regulatory rules require us to return funds to their origin.

Approved returns are paid back to the original payment method where possible. Returns may be net of any non-recoverable processor fees and are always subject to identity verification.

If you believe a charge is wrong, contact us first — we can usually resolve it faster than your bank. Initiating a chargeback or payment dispute on a legitimate, wagered deposit is a breach of our Terms: we may suspend the account, void affected winnings, recover the disputed amount from your balance, and decline future service. Genuine unauthorised-transaction claims are always honoured.

To request a refund review, email support@aurum7.com from your registered address with the transaction date, amount, and reason. We aim to respond within 72 hours. If you're unhappy with the outcome, our complaints process explains how to escalate.