Refund policy

  1. You are responsible for determining whether your accessing and/or use of the Website is compliant with applicable laws in your jurisdiction and you warrant to us that gambling is legal in the territory where you reside. When opening an account and/or using our Website you must make sure that your actions are legal in the territory in which you reside. You also guarantee and agree that you have received legal advice before registering on our Website. If we become aware that you are a resident in a country where the use of our Website is considered illegal, we will have the right to close your account and refund any remaining balance on your account at the moment of its closure (after the deduction of any winnings credited after your most recent deposit was made).
  2. In the event of
    1. duplicate registration (including registering under a new name), the submission of someone else's, invalid, or forged documents (including those that have been edited by using any kind of software or graphic editor);
    2. multiple breaches of mimy’s T&C;
    3. doubts about the identity of the customer or the information they have provided (i.e. address, credit/debit card details, other data);
    4. any types of fraud committed either by you or by another person acting in your interests or in collusion with you, including but not limited to:
      • refund or rake fraud;
      • your use of a stolen or unverified bank card as a source of funds;
      • any actions you have carried out or attempted to carry out which may reasonably be considered illegal in any applicable jurisdiction, which were committed deliberately or with the intention to deceive and/or circumvent constraints set in law regardless of whether this action or attempt ultimately causes loss or damage to your account.
    5. when the customer placed the bet, they had information about the result of that event;
    6. the customer was able to influence the outcome of an event due to their direct participation in the match (sportspeople, coaches, referees, etc.) or because they acted on behalf of the participants;
    7. bets were placed by a group of bettors acting in concert (as a syndicate) in order to exceed the limits set by the bookmaker, as well as colluding with others in order to obtain an unfair advantage through bonus schemes or any other promotions offered by us;
    8. the bettor is suspected of using special software or hardware which facilitate automated betting, including but not limited to the use of glitches, faults or errors in our software in connection with the Services we offer (including betting); your use of rogue equipment and programs or analytical systems, including but not limited to software that allows you to place bets without human intervention (for example, bots), etc.
    9. unfair means of any kind were used to obtain information or circumvent restrictions imposed by mimy.

    mimy.’s management is entitled to request at their discretion any documents from the bettor substantiating their identity or other data they have provided (for example, passport details, residential address), as well as to cancel any payments until all such details have been verified.

    mimy.’s management reserves the right to conduct a video conference as a part of the identity verification process, or request for the documents to be sent by post. Verification may take up to 72 hours from the receipt of the documents. The outcome of the video conference can be provided to the customer within 5 working days after a video conference takes place. If it is proven that the data that was provided is not valid, mimy is entitled to take any reasonable measures including but not limited to cancelling all bets and suspending all transactions for the duration of their investigation, and to proceed with full verification of the account once any documents required for the verification procedure have been requested.

  3. Upon completion of the investigation, mimy can make any decision that it deems to be fair and reasonable:
    1. to block (close) the account (including any duplicate accounts), which may entail:
      • all bonuses, free bets and winnings received from those bonuses and free bets when using this duplicate account becoming void and lost to you
      • at our sole discretion, to cancel all winnings and refund the balance of your account at the start of the investigation (minus any canceled winnings) made from your main and duplicate accounts. We also have the right to refund any amounts that are owed to us in connection with this duplicate account, directly from any of your accounts (including any other duplicate account).
    2. At our sole discretion (in exceptional cases), to allow the continued use of the main account and recognize it as valid, while all bets placed by you from the duplicate account will be void, the duplicate account(s) will be blocked and/or canceled by decision of mimy (the decision is made for each particular case individually, according to the extent of the violation).
  4. The bettor shall be held liable for the violation of above mentioned paragraphs. Should these Rules be violated, mimy reserves the right to refuse to pay any winnings or to refund stakes, as well as to cancel any bets. mimy shall not be liable in relation to the moment when they become aware that the customer falls within any of the aforementioned categories. This means that mimy shall be entitled to take the above measures at any time once they have become aware that the customer is an individual who can be designated as above.
  5. For all the queries relating to the refund requests, the User should contact Support Service at support.mimy.online or via live support chat within the first twenty-four (24) hours of the alleged transaction.

    Each such query will be handled in a good manner in (24-72) hours after the submitting of the query depending on the department engaged, and the answer will be provided after that time.

    The User acknowledges and accepts that each query will be reviewed on a case-by-case basis and is ready to provide any additional information upon the request of the Support Service officer if this is necessary for providing a reasonable answer. In some cases it can take more time to provide the answer to the User and the User will be notified of it.

    The fulfillment of the refund request depends on the particular payment method the alleged transaction was made.

    The refund is made by the same payment method as the alleged transaction was made. Subject to the existing Terms and Conditions mimy reserves the right to refuse any such request at its sole discretion.