This policy explains how purchases and prize redemptions work at LuckStar, including when refunds are and are not available. It forms part of our Terms & Conditions. All Gold Coin purchases are purchases of digital entertainment goods (virtual goods) — they are not gambling transactions or financial products of any kind.
Understanding Our Two Currencies
LuckStar uses two separate virtual currencies:
- Gold Coins (GC) — for entertainment only. They have no monetary value and cannot be exchanged, transferred, or redeemed for cash or prizes.
- Sweeps Coins (SC) — a free promotional currency that may, once eligibility is met, be redeemed for prizes under our Sweepstakes Rules.
Gold Coin Purchases — Purchase of Virtual Goods
When you buy a Gold Coin package, you are paying for the Gold Coins. Any Sweeps Coins included with a purchase are provided free of charge as a promotional bonus and have no purchase price. Gold Coins have no monetary value and cannot be exchanged or redeemed for cash, prizes, or anything of value outside the Platform.
Limited exceptions
We may, at our discretion or where required by law, review refund requests only in the following limited situations:
- a clear duplicate or erroneous charge (same transaction billed twice);
- an unauthorized transaction on a traditional payment method, reported promptly; or
- a verified technical failure on our side that prevented delivery of purchased Gold Coins to your account.
To request a review, contact support@luckstargames.com within 14 days of the transaction with your account details and a description of the issue. Approved refunds are returned to the original payment method, and any associated coins will be removed from your account.
Cryptocurrency Payments
LuckStar processes cryptocurrency payments through NOWPayments (nowpayments.io). By initating a cryptocurrency payment you also agree to NOWPayments’ terms of service. The following specific terms apply to all crypto purchases:
- Virtual goods only: Crypto payments for GC packages are purchases of digital entertainment goods — not gambling, not investments, and not subject to gaming or financial regulations applicable to real-money transactions.
- Blockchain finality: Once your transaction has received the required number of network confirmations it is permanently settled. We are unable to reverse it regardless of the reason.
- No crypto refunds: Confirmed crypto payments are strictly non-refundable. The only exception is a verified failure on our side that prevented Gold Coins from being credited to your account after a confirmed payment — in which case we will credit the correct GC amount. We will not issue a cash or crypto refund in any circumstance.
- Exchange rate: The USD price is locked at the time you initiate payment; NOWPayments calculates the crypto equivalent at the prevailing market rate. You bear any exchange-rate or volatility risk if you delay sending funds.
- Payment expiry (60 minutes): Each generated deposit address expires after approximately 60 minutes. Funds sent to an expired address are handled according to NOWPayments’ terms; LuckStar cannot guarantee recovery of such funds.
- Partial payments: If you send less than the quoted amount, Gold Coins will not be credited automatically. Email support@luckstargames.com within 7 days with your payment transaction hash. We will review on a case-by-case basis; we are not obligated to credit GC for under-payments.
- Over-payments: If you send more than the required amount the excess will not be refunded and will not result in additional GC unless we determine otherwise at our sole discretion.
- Network / gas fees: All miner fees, gas costs, or network fees are your responsibility and are not collected by LuckStar.
- Chargebacks not possible: Cryptocurrency payments do not pass through a card network and therefore cannot be disputed or charged back through your bank or card issuer. Attempting to initiate a dispute through any other channel for a confirmed crypto payment may result in account suspension.
- Your legal responsibility: You represent that using cryptocurrency to purchase GC is lawful in your jurisdiction. You are solely responsible for any tax reporting or compliance obligations arising from your cryptocurrency transactions.
Redeeming Sweeps Coins (“Withdrawals”)
Eligible Sweeps Coins may be redeemed for prizes, subject to the following:
- Identity verification: You must successfully complete our identity verification (KYC) before any redemption is processed.
- Playthrough: Sweeps Coins must have been played at least once before they become eligible for redemption, as described in our Sweepstakes Rules.
- Minimum amount: Redemptions are subject to a minimum balance of 10 SC.
- Eligibility: You must meet all age, residency, and location requirements at the time of redemption.
Methods and timing
Approved redemptions are issued through our supported redemption methods (Bank Transfer (ACH) and Cryptocurrency). After your account and the request are verified, redemptions are typically processed within 3–5 business days. Processing times for the receiving bank or provider may add additional time. We do not charge a fee for standard redemptions.
When we may delay or decline a redemption
We may pause, review, or decline a redemption where required for verification, fraud prevention, AML compliance, suspected breach of our Terms, or as required by law. We will request any additional information we reasonably need to complete a review.
Free Method of Entry
No purchase is necessary to obtain Sweeps Coins or to participate. Free methods of entry, including mail-in entry, are always available and are described in our Sweepstakes Rules.
Chargebacks
If you believe a charge is incorrect, please contact us first — we can usually resolve it quickly. Initiating a chargeback or payment dispute without contacting us may result in suspension of your account and forfeiture of associated balances pending investigation, consistent with our Terms & Conditions.
Account Closure
If your account is closed, any remaining Gold Coins are forfeited (they have no monetary value). Eligible, verified Sweeps Coins may be redeemable in accordance with this policy and our Sweepstakes Rules, subject to verification and applicable law.
Contact
For help with a purchase or redemption, email support@luckstargames.com or visit our Contact page.