Refund & Cancellation Policy

1. General Policy

PrimeStake processes all bets and financial transactions on a real-time basis. Due to the nature of sports betting, bets confirmed by the system are generally non-refundable. However, specific circumstances outlined below may result in a refund or credit to your account balance.

2. Deposit Refunds

• Successful deposits are credited to your PrimeStake account balance immediately and are non-refundable to the original payment method once credited.
• If a deposit is deducted from your Mobile Money wallet but does not reflect in your account within 15 minutes, contact support with your transaction reference. We will investigate and credit your account within 24 hours if the payment is confirmed.
• Duplicate deposits (same amount charged twice due to a technical error) will be refunded to your PrimeStake balance within 48 hours upon investigation.

3. Bet Cancellations & Void Bets

• Confirmed bets cannot be cancelled by the user after placement.
• A bet or selection may be voided (stake refunded) if:
  • The match or event is abandoned or postponed.
  • A technical error resulted in incorrect odds being displayed.
  • The event is cancelled by the organising body.
  • PrimeStake determines that a result is subject to match manipulation.
• Void bet stakes are returned to your account balance within 24 hours.
• In an accumulator (multiple), if one selection is voided, the bet is recalculated with the remaining selections.

4. Withdrawal Cancellations

• A withdrawal request that has not yet been processed (status: Pending) may be cancelled by contacting support immediately.
• Cancelled withdrawal amounts are returned to your PrimeStake account balance.
• Once a withdrawal has been processed (status: Completed), it cannot be reversed.

5. Failed Transactions

If a deposit or withdrawal fails due to a technical issue on our platform or that of our payment processor:

• No funds will be debited from your account for a failed deposit.
• If a withdrawal fails after being initiated, the amount will be returned to your account balance within 1–3 business days.
• We are not liable for delays caused by Mobile Money operators or third-party payment providers.

6. Account Closure & Balance Refunds

If you close your account and have a positive balance, you may request a withdrawal of your remaining balance before closure. Balances from accounts closed due to violation of our Terms and Conditions may be forfeited. Bonus balances are non-refundable upon account closure.

7. How to Request a Refund

To request a refund or report a transaction issue:

• Email support@primestake.online with subject: "REFUND REQUEST"
• Include: your registered phone number, transaction reference, amount, date/time, and a brief description.
• All refund requests are reviewed within 24 hours and resolved within 5 business days.