Refunds & cancellations

What happens when a coin purchase goes wrong. Last updated 14 September 2026.

Coins are a digital item and they are credited to the balance the moment the payment provider confirms the payment. Once they are in the balance, a purchase is complete and is not refundable simply because you changed your mind.

A payment that has not completed

Nothing to cancel. A QRIS code or a virtual account number that is not paid expires on its own, no money moves, and no coins are credited. Just start a new purchase.

When a refund is made

• Money taken, coins never credited. If the payment cleared and the balance did not move, this is our problem to fix. The coins are credited, or the payment is refunded, whichever you prefer.
• A duplicate charge. Paying the same order twice, or two identical charges within a few minutes.
• A charge you did not make. Reported promptly and confirmed with the payment provider.
• A coin pack that was wrong on our side. A pack that delivered fewer coins than it advertised.

When a refund is not made

• The coins have been spent, in whole or in part.
• You changed your mind after the coins were credited.
• The account was closed for cheating, exploiting or fraud.
• The complaint is about a game's difficulty, a lost run, or a score that did not save. Coins are not refunded for how a game played out.
• The purchase was made in the app through Google Play. Those follow Google's own refund process, not this page.

How to ask

Send the support contact listed on this site an email within 7 days of the payment with:

1. The payment reference, the PAY- code shown on the payment page and in your wallet history.
2. The email address on the account.
3. What went wrong, and a screenshot of the payment receipt if you have one.

Every purchase is recorded with its reference and status, so a claim is checked against that record, not from memory. An answer comes within 3 working days.

What happens after it is approved

The coins from that purchase are taken back out of the balance first, up to whatever is still there. The money is then returned to the method it was paid from. How long it takes to appear is up to the payment provider and your bank or wallet, usually a few working days and outside our control.

A refund made by the payment provider on its own reaches us the same way and reverses the coins automatically.

Chargebacks

Raise it with the support contact listed on this site first. A chargeback opened without asking us suspends the account until the payment provider settles it, because from our side it is indistinguishable from fraud.