LUCKYROOK
Empress Games LLC · Legal

LuckyRook Payment, Refund & Chargeback Policy

Version 1.0 · Effective September 30, 2026

1.About This Policy

This Policy explains how purchases work on LuckyRook, when refunds are and are not available, and what happens if a payment is disputed or reversed. It is part of the LuckyRook Terms of Service, and by making a purchase you agree to it. Words defined in the Terms (such as "Service" and "Virtual Items") have the same meaning here. If this Policy and the Terms conflict on a payment matter, this Policy applies.

THE SHORT VERSION: ALL PURCHASES ARE FINAL AND NON-REFUNDABLE, EXCEPT IN THE LIMITED CASES LISTED IN SECTION 7 OR WHERE THE LAW REQUIRES A REFUND. IF SOMETHING GOES WRONG WITH A PAYMENT, CONTACT US FIRST. A CHARGEBACK OR PAYMENT DISPUTE FILED WITHOUT CONTACTING US WILL SUSPEND YOUR ACCOUNT, AND A FRAUDULENT ONE WILL LEAD TO A PERMANENT BAN OF YOUR ACCOUNTS, DEVICES AND PAYMENT METHODS.

2.What You Are Buying

  • Where purchases are offered, you can buy Gold Bullion packs with real money. Gold Bullion is a Virtual Item that can be used inside the Service, for example to buy cosmetics or exchange for Chips.
  • Virtual Items are a limited license to use digital content inside the Service, not property, currency or credit. They have no cash value, cannot be cashed out, withdrawn, transferred, sold or exchanged for money or anything of value, and are never refundable for cash except as this Policy states.
  • LuckyRook is not gambling. No purchase buys a chance to win money or prizes, and nothing you win in the Service has real-world value.
  • There are no subscriptions or automatic renewals. Every purchase is a single, one-time payment that you start yourself.
  • Items bought with Chips or Gold Bullion (for example cosmetics, titles, Talismans or throwable packs) are purchases of Virtual Items with Virtual Items. No real money changes hands, and they cannot be refunded or reversed.

3.Prices, Currency and Taxes

  • Prices are shown in U.S. dollars (unless we show another currency at checkout) before you confirm a purchase, together with what the pack contains.
  • Your bank or card issuer may charge currency conversion or foreign transaction fees; these are set by them and are your responsibility.
  • Prices include or exclude sales tax, VAT or similar taxes as shown at checkout. Where we must collect tax, it will be added to or included in the price you see.
  • We may change prices, pack contents and offers at any time. A change does not affect a purchase you have already completed. If a price is clearly shown in error, we may cancel the purchase and refund it.

4.Paying

  • Payments are processed by third-party payment processors under their own terms. We never see or store your full card number.
  • You may only use a payment method that you are legally entitled to use. By paying, you confirm that you are the authorised holder of the payment method (or have the holder's permission), that you are at least 18 years old, and that you are not in a place where the purchase is restricted.
  • Payments may be screened for fraud by us and our processors. We may decline, delay, limit or cancel any purchase, set spending limits, or require extra verification, for example if a payment looks fraudulent or unauthorised or if we are required to by law.
  • Purchases are blocked while a responsible-gaming time-out is active on your account.

5.Delivery

Gold Bullion is normally added to your account immediately after the payment is approved. If your purchase does not appear within a few minutes, sign out and back in, then open a Member Ticket (department: transaction) with the date, amount and any receipt or transaction reference. Do not buy the same pack again or dispute the charge while we look into it.

6.All Sales Are Final

EXCEPT AS SET OUT IN SECTION 7 OR WHERE APPLICABLE LAW REQUIRES OTHERWISE, ALL PURCHASES ARE FINAL AND NON-REFUNDABLE, IN WHOLE OR IN PART, WHETHER OR NOT THE VIRTUAL ITEMS HAVE BEEN USED.

In particular, we do not give refunds, credits or compensation:

  • because you changed your mind, bought the wrong pack or no longer want the Virtual Items;
  • for Virtual Items that you spent, lost in gameplay, exchanged or did not use;
  • because of game results, odds, losing streaks or dissatisfaction with a game;
  • because we changed, re-priced, rebalanced or removed Virtual Items or features, as the Terms allow;
  • because you lost access to your account through your own actions (for example sharing your password or losing your two-factor device and recovery codes);
  • when your account is suspended, restricted or terminated for breaking the Terms or this Policy; or
  • when you close your own account.

7.Limited Exceptions

We will investigate, and where the facts support it we will correct or refund, in these cases:

  • Duplicate charge: you were charged more than once for a single purchase.
  • Not delivered: you were charged but the Gold Bullion never reached your account and we cannot deliver it.
  • Unauthorised charge: the payment was made without the permission of the account holder or payment-method holder (see Section 9).
  • Required by law: where the consumer law that applies to you gives you a right to a refund or other remedy that cannot be excluded, for example if digital content is faulty or not as described.

How to ask

Open a Member Ticket (department: transaction) within 30 days of the charge, with the date, amount, the payment method used (for example, card brand and last four digits only; never send a full card number) and any receipt or transaction reference. We aim to reply within 5 business days.

What happens if we refund

Refunds go back to the original payment method only; we cannot refund to a different card, account or person. The Gold Bullion from the refunded purchase (or, if it was already spent, an equivalent amount of Virtual Items or balance) is removed from the account; if the account no longer holds enough to cover it, we may restrict the account until it does. Refunds may take several business days to appear, depending on your bank. Any decision to refund in one case does not create an obligation to refund in another.

8.Right of Withdrawal (EU and UK Consumers)

If you are a consumer in the European Union or the United Kingdom, you normally have 14 days to withdraw from a contract for digital content. Because Gold Bullion is delivered immediately, at checkout we ask you to expressly agree that delivery starts straight away and to acknowledge that you therefore lose your right of withdrawal. Once delivery begins, you can no longer withdraw. This does not affect your legal rights if the digital content is faulty or not as described.

9.Unauthorised Purchases and Minors

If you see a charge you did not make, or someone used your payment method on LuckyRook without your permission (including a child in your household), contact us through a Member Ticket, or at [LEGAL CONTACT EMAIL] if you cannot sign in, before contacting your bank. We will investigate, may ask you to confirm you are the payment-method holder, and where the claim is genuine we will refund the charge. Because the Service is only for people aged 18 and over, and because shared or compromised accounts break the Terms, the account involved may be closed. Keep your payment methods and account secure; you are responsible for purchases made through your account by anyone you let use it.

10.Chargebacks and Payment Disputes

A chargeback is when you ask your bank or card issuer to reverse a payment. Please contact us first: almost every billing problem can be solved faster through a Member Ticket, and chargebacks cost us fees and can put our ability to take payments at risk.

If a payment is disputed, charged back or reversed:

  • the account (and any accounts we reasonably believe are linked to it) will be suspended while the dispute is open;
  • the Virtual Items from the disputed purchase, and anything obtained with them, will be removed (and the account may stay restricted if it no longer holds enough to cover them);
  • we will give the payment processor and your card issuer the evidence we hold, such as the purchase record, delivery of the Virtual Items, sign-in and session history, and account activity, to contest a dispute we believe is unjustified; and
  • we may refuse any further purchases from that account and payment method.

If the dispute is resolved in our favour, or you withdraw it, we may restore the account. If it is resolved in your favour for a genuine reason (for example an unauthorised charge), the account may remain closed as described in Section 9.

11.Fraud and Enforcement

FILING A FALSE OR FRAUDULENT CHARGEBACK, FOR EXAMPLE DISPUTING A PURCHASE YOU MADE AND RECEIVED ("FRIENDLY FRAUD"), USING A STOLEN OR UNAUTHORISED PAYMENT METHOD, OR ABUSING REFUNDS, IS A SERIOUS BREACH OF THE TERMS AND MAY BE A CRIME.

If we reasonably believe that payment fraud or chargeback abuse has taken place, we may, without notice or compensation:

  • permanently ban the account and every account we reasonably believe is linked to it or controlled by the same person;
  • block the devices, browsers, network addresses, payment methods, email addresses and other identifiers associated with those accounts from creating new accounts, signing in or making purchases, to the extent the law allows us to use them for fraud prevention;
  • remove all Virtual Items, progress and rewards from those accounts;
  • share information about the fraudulent transactions with our payment processors, card networks and fraud-prevention services, as permitted by law;
  • report suspected criminal fraud to law enforcement and cooperate with any investigation; and
  • where permitted by law, seek to recover the disputed amount and any chargeback fees and costs we incur.

Creating a new account, or using another person's account, to get around a ban is prohibited and will be banned in the same way.

12.Account Closure, Bans and Your Balance

Purchased Virtual Items are forfeited without refund when an account is closed by you, or suspended or terminated by us for a breach of the Terms or this Policy. If we permanently discontinue the Service for reasons of our own, the Terms explain what happens; where the law gives you a right to a pro-rated refund of recent purchases, we will honour it.

13.Responsible Spending

Only spend what you can comfortably afford, never borrow money to buy Virtual Items, and remember that Virtual Items have no cash value. You can start a responsible-gaming time-out from Settings, which also blocks purchases until it ends. If you are worried about your spending, see the Play Responsibly section of the Terms for sources of free, confidential help.

14.Changes to This Policy

We may update this Policy from time to time. The version and effective date at the top show when it last changed. Changes apply to purchases made after the new version takes effect; a completed purchase is governed by the version in force when you made it.

15.Contact Us

For any payment question, missing purchase or refund request, open a Member Ticket (department: transaction) from the Support Codex. If you cannot sign in, contact Empress Games LLC at [LEGAL CONTACT EMAIL] or [COMPANY MAILING ADDRESS].