Refund & Cancellation Policy

1. How your funds are held

All amounts collected from users are held in a designated non-interest-bearing account, kept separate from our operational funds. Those funds are held for the benefit of users, and payouts from the account are made only to:

• users, for withdrawals of Winnings or Play Money;
• LudoNaira, for its disclosed platform fees; and
• the government, for any tax we are required to withhold on winnings.

We receive only our platform fee from this account and have no other claim over user funds held in it.

2. Your wallet balances

• Play Money, money you deposit through the payment gateway, available to enter contests or withdraw.
• Winnings, money you earn from contests you win.
• Bonus money, signup or promotional credits. Bonus money can be used to play but cannot be withdrawn as cash.

When you join a contest, your entry contribution is debited first from Play Money and then, if needed, from Winnings. Within Play Money, amounts deposited earlier are used first. If you top up more than the amount required for an entry, the excess is credited to your Play Money and remains available to play or withdraw.

3. Platform fees

Our service fee for hosting a contest is always displayed before you join, is inclusive of applicable tax, and is debited from your balance when you enter. A receipt or invoice for the fee is available on request. Platform fees already applied to a contest you joined are not refundable, except where this policy says otherwise (for example, contests voided due to a failure on our side).

4. Withdrawing your money

You may request a withdrawal of your Play Money or Winnings at any time from the app, to a verified Nigerian bank account or supported wallet held in your own name. Before your first withdrawal you must complete identity and bank verification (KYC), which may require:

• your National Identification Number (NIN) and/or Bank Verification Number (BVN);
• a valid government-issued photo ID;
• your bank account details and proof that the account is yours.

• The name on your ID and bank account must match the name on your LudoNaira account.
• Verified withdrawals are processed instantly in the ordinary course; if a payout is delayed for any reason, our support team is available around the clock to resolve it.
• We do not charge a processing fee for transferring Winnings to your bank account.
• You warrant that all documents submitted for verification are true copies of their originals.

5. When a withdrawal can be refused

We review all verification documents and may, acting reasonably, decline or hold a withdrawal where:

• a submitted document or detail is found to be incorrect, misleading, false, fabricated, incomplete or illegible;
• the eligibility criteria in our Terms are not met;
• we reasonably suspect fraud, collusion, coin dumping, money laundering or another breach of our Fair Play Policy;
• verification has not been completed within the time we communicate to you.

Where a hold is applied, we will tell you what is needed to release it unless the law prevents us from doing so.

6. Unclaimed winnings (auto-transfer)

Winnings not withdrawn within 180 days of being credited may be transferred automatically to your registered bank account. If you have no verified bank account on record, we will email you at least 30 days before the transfer date so you can register and verify one in time.

7. Voided or abandoned contests

Where a contest is cancelled or abandoned without an official result, all entries are treated as void: your entry contribution is refunded to your LudoNaira wallet, no prizes are paid and no platform fee is charged for that contest.

8. Contests we cancel, and technical failures

• We may withdraw or cancel a contest before it begins; if we do, every participant's entry contribution is refunded to their wallet.
• If a contest that has already started fails because of a problem on our side, server crash, software defect or service malfunction, we cancel the affected contest and refund entry contributions after verification, with no platform fee charged.
• Problems on your side (slow or dropped internet, device faults, power failure) once a game has started do not entitle you to a refund, see Section 18 of the Terms.
• If a cancelled contest had already been settled, we reserve the right to recover prize money paid out for it.

9. Failed or delayed deposits

If your card, bank account or wallet is debited but the amount does not appear in your LudoNaira wallet within 24 hours, email support@ludonaira.com from your registered email address and include:

• your registered mobile number;
• the transaction amount and date;
• the transaction ID or reference, with proof of payment if available.

We will investigate with our payment partners. If money was charged without your wallet being credited, it is refunded within 7 business days of us receiving the required details. Refunds are credited to your LudoNaira wallet.

10. Taxes on winnings

Where Nigerian law requires us to withhold tax on winnings, we deduct it before crediting your Winnings balance and remit it to the relevant authority at the prescribed rate, and we will make evidence of the deduction available to you. Any other taxes that apply to you personally are your own responsibility.

11. Non-refundable situations

• entry contributions to contests that started and completed with a valid result;
• platform fees for contests you joined that ran normally;
• bonus or promotional credits, which have no cash value;
• balances lawfully forfeited for breach of our Terms or Fair Play Policy (e.g. bots, multiple accounts, collusion or coin dumping);
• losses arising from gameplay itself, entry fees risked in a fair contest are not refundable because you did not win.

12. Contact

For any refund, cancellation or payment question, email support@ludonaira.com, our support team is available 24×7. This policy is governed by the laws of the Federal Republic of Nigeria.