roc247.club · Effective October 28, 2026 · Version 1.0
Royal Online Casino operates roc247.club as a free-to-play, dual-currency sweepstakes promotion. Gold Coins (GC) are used for entertainment and have no cash value. Sweeps Coins (SC) are promotional entries that can be redeemed for prizes, and are never sold. Because no purchase is necessary, this Policy is designed to be read together with our Official Sweepstakes Rules, Royal Rewards Program Rules, Terms of Service, and Responsible Play Policy. This Policy explains how players may raise a concern, how we review it, how long it takes, and what outcomes are available.
1. Purpose and Scope
1.1 This Policy applies to every player with a registered account at roc247.club and to all activity connected to that account, including gameplay, promotional Sweeps Coins, Royal Points, rewards redemptions, ambassador referrals, verification, and payouts.
1.2 A “dispute” means a formal request to review a decision, balance change, transaction, result, or account action that the player believes was made in error or contrary to our published rules.
1.3 This Policy does not limit any right a player cannot waive under applicable law.
2. Definitions
- Gold Coins (GC): entertainment currency with no cash value, not redeemable, not transferable.
- Sweeps Coins (SC): promotional entries awarded free through promotions, ambassador codes, bonuses, and the free alternate method of entry (AMOE). SC may be redeemed for prizes subject to verification and the Royal Rewards Program Rules.
- Round: a single completed play session or wager outcome recorded by our game server.
- Ticket: the unique reference number issued when a support or dispute case is opened.
- Business Day: Monday through Friday, excluding federal holidays, measured in Eastern Time.
3. Order of Precedence
If documents conflict, the order of precedence is: (1) the Official Sweepstakes Rules, (2) the Terms of Service, (3) the Royal Rewards Program Rules, (4) this Dispute Resolution Policy, (5) frequently asked questions and marketing material. Sweepstakes eligibility, entry, and prize rules always control over general support practice.
4. Who May File
4.1 Only the verified account holder may file a dispute about their own account. Agents, family members, and third parties may not file on a player’s behalf.
4.2 Accounts must be 18 or older, or 21 or older where state law requires, and limited to one per person, household, and device. Disputes connected to duplicated, shared, or proxy accounts may be consolidated and resolved as a single case.
5. What May Be Disputed
- Gameplay results: a round that appears to have settled incorrectly, a disconnect or malfunction, or a balance that does not reflect play.
- Promotional awards: missing or incorrect SC from a promotion, ambassador code, giveaway, trivia, wheel spin, or bonus.
- Royal Points and rewards: points not credited for qualifying activity, or a rewards catalog redemption that was denied or misapplied.
- Redemptions and payouts: a redemption that was delayed, reversed, denied, or paid in the wrong amount or to the wrong destination.
- Account and verification: a verification decision, a restriction, a suspended bonus, or an account closure.
- Ambassador program: referral credit, seat or board determinations, and program-related point awards.
6. What May Not Be Disputed
- A completed round whose outcome is confirmed by our certified random number generator and server records, based on a player’s disagreement with the strategy, stake, or outcome.
- Eligibility determinations required by sweepstakes law, including residency, age, and identity verification outcomes.
- Decisions that must be made by a third party, such as a payment processor’s settlement timing or a bank’s posting schedule.
- Tax treatment or the requirement to provide a W-9 before redemptions continue at or above the applicable threshold.
- Outcomes of games of chance the player chose to play. Playing is voluntary; losses from completed, correctly settled rounds are not refundable.
7. How to File a Dispute
7.1 Submit through the Support desk at roc247.club, or by email to support@roc247.club, using the subject line “DISPUTE – [your username]”.
7.2 Include: your full name and username; the email on the account; the date and time of the issue in Eastern Time; the game, round, ticket, or transaction reference where available; a clear description of what happened and what outcome you are requesting; and any screenshots or receipts. Incomplete submissions will be returned once for completion.
7.3 One dispute per issue. Related issues may be consolidated into a single case with one Ticket.
7.4 Keep your original records. We may ask for deposit receipts, redemption confirmations, or correspondence.
8. Time Limits
- Promotional prizes, giveaways, trivia, wheel results, and bonus awards: within 14 calendar days of the event.
- Redemptions, payouts, reversals, and payment issues: within 30 calendar days of the transaction date.
- Royal Points and rewards catalog items: within 30 calendar days of the qualifying activity or redemption attempt.
- Account, verification, and closure disputes: within 60 calendar days of the notice of the action.
Disputes filed after these windows are closed as untimely, except where our records confirm a system error or where a longer period is required by law.
9. Review Process and Timing
- Step 1 – Acknowledgement: we confirm receipt and issue a Ticket within 2 business days.
- Step 2 – Investigation: we review server logs, transaction records, promotion terms, and verification records, and may request additional documents.
- Step 3 – Decision: we issue a written decision within 10 business days of a complete submission. Complex matters involving verification, fraud review, or third-party processors may take up to 30 calendar days, and we will send a status update at least every 10 business days.
- Step 4 – Escalation: if you disagree with the first decision, you may request one review by our Compliance Officer within 14 calendar days. The Compliance review is the final internal step.
- Step 5 – Record: the decision is delivered in writing with the Ticket reference and the reasons for the outcome.
10. Available Outcomes
10.1 Remedies are limited to correcting the affected account or transaction. Depending on the finding, we may: correct a Gold Coin or Sweeps Coin balance; credit or remove Royal Points; re-run or re-credit a voided round; reprocess a redemption; reissue a prize or provide a prize of equal value; restore access; or uphold the original decision.
10.2 We do not pay cash damages, consequential damages, lost opportunity, or emotional distress, and we do not compensate for time spent. Where a dispute concerns redeemable Sweeps Coins, the maximum remedy is the redemption value of the Sweeps Coins at issue, subject to verification and eligibility.
10.3 Bonuses, promotional Sweeps Coins, and Royal Points may be adjusted or removed where a promotion was used contrary to its terms.
11. Gameplay Records and Malfunctions
11.1 Our game server records and the certified random number generator audit trail are the authoritative record of every round and balance.
11.2 A round affected by a verified malfunction, disconnection, or display error is void. The affected wager is returned and the round does not count toward playthrough, promotions, or points.
11.3 Play using automated software, bots, emulators, VPNs, or any tool that obscures location or identity voids the affected rounds, bonuses, and any related redemption.
12. Sweepstakes and Prize Disputes
12.1 No purchase is necessary. Sweeps Coins are promotional and are never sold. Purchases of Gold Coins are separate entertainment purchases and do not increase the chances of winning.
12.2 Prize awards are subject to identity, age, residency, and eligibility verification. If a winner cannot be verified or is ineligible, the prize is forfeited and may be awarded to an alternate eligible entrant under the Official Sweepstakes Rules.
12.3 Winners are responsible for all taxes. A completed W-9 is required before redemptions continue once annual redemptions reach the threshold stated in the Royal Rewards Program Rules, and a Form 1099 may be issued as required by law.
12.4 Disputes about eligibility determinations under sweepstakes law are resolved by our Compliance Officer and, where applicable, by the requirements of the relevant state authority.
13. Redemption and Payment Disputes
13.1 Redemptions are processed after verification, in the order approved, within the service window published on the site. Payment processor and bank posting delays are outside our control, and we will confirm the date a payment was released.
13.2 If a payment is returned, reversed, or rejected by the receiving institution, we will contact the player to correct the destination details. Repeated failures may require an alternate approved method.
13.3 Initiating a chargeback or payment dispute for a completed purchase, instead of using this Policy, is a breach of the Terms of Service and is handled under Section 14. We may suspend the account, recover the disputed amount and associated fees, and void related Sweeps Coins and prizes.
13.4 Gift card and merchandise redemptions fulfilled through third-party suppliers are subject to supplier availability. If an item cannot be supplied, we will offer an equal-value alternative or restore the redeemed value.
14. Mandatory First Contact — No Direct Payment Disputes
14.0 Rule: there is no bypassing support. Every concern must come to us first. You agree not to file, or allow anyone to file on your behalf, a chargeback, payment dispute, reversal, or complaint with any bank, card issuer, payment processor, or third party until you have contacted our Support team and given us a fair opportunity to resolve the issue.
14.1 Contact us first. Submit the issue through the Support desk under Section 7 and allow us at least ten (10) business days from a complete submission, or the decision timeline in Section 9, whichever is longer, before involving any third party.
14.2 No disputes on a client’s behalf. You may not authorize, instruct, hire, or permit any person, agency, or service to file a payment dispute for you. Any dispute filed on a client’s behalf without prior contact with our Support team is a breach of these terms.
14.3 Consequences of a direct dispute. Where a chargeback, payment dispute, reversal, or complaint is filed without first contacting us, and after the purchased Gold Coins, promotional Sweeps Coins, or other services have already been rendered and delivered, we treat that filing as a fraudulent dispute. In that case the account will be:
- permanently closed, with any remaining balance, Sweeps Coins, Royal Points, rewards, and ambassador credit voided;
- blocked from playing, re-registering, or opening a new account under any name, email, device, or payment method;
- placed on our banned-player list, which is shared with the payment processors, platform providers, and service partners we use, together with the identifiers needed to recognize the account;
- reported to the relevant payment providers and processors, and, where the law requires or permits, to the appropriate authorities.
14.4 Recovery. We may recover the disputed amount, chargeback fees, processor fees, and reasonable collection costs, and we may offset them against any current or future balance or redemption.
14.5 Fairness. This section does not restrict any right that cannot be waived under applicable law, and it does not apply where we fail to respond within the timelines in Section 9.
15. Account, Verification, and Closure Appeals
15.1 Verification decisions are made by our identity verification provider and reviewed by our Compliance team. A player may appeal once with corrected documents within 30 calendar days of the decision.
15.2 Account closures for policy violations include the reason and the effective date. A player may appeal once within 30 calendar days. During an appeal, unredeemed Sweeps Coins remain subject to the outcome.
15.3 Sweeps Coins obtained through fraud, duplicated accounts, or promotion abuse are void, and no redemption will be paid on them.
16. Responsible Play
16.1 A player may request a cool-off or self-exclusion at any time. Requests take effect promptly once confirmed in writing.
16.2 During self-exclusion, promotional play is unavailable. Unused promotional Sweeps Coins are void at the start of the exclusion unless the published promotion terms say otherwise. Purchased Gold Coins are non-refundable entertainment credits.
16.3 Disputes about a self-exclusion request are handled on the written record of the request, which we retain.
17. Fraud and Abuse
17.1 Disputes filed to obtain value not earned, or filed repeatedly without basis, may be declined and may result in account review.
17.2 Where a dispute reveals duplicated accounts, identity misrepresentation, promotion abuse, or payment fraud, we may void affected balances and close accounts, and we may report the matter as required by law.
18. Governing Law and Dispute Resolution
18.1 This Policy is governed by the laws of the State of North Carolina, without regard to conflict of law principles, and by applicable federal law.
18.2 Before any formal proceeding, the player agrees to raise the issue through this Policy and allow the internal process to conclude.
18.3 Unresolved disputes may be resolved by binding individual arbitration administered by the American Arbitration Association under its Consumer Arbitration Rules, seated in Wake County, North Carolina, or in small claims court where the amount permits.
18.4 Each party waives participation in any class, collective, or representative action. Claims must be brought individually.
18.5 Any claim must be filed within one year of the event giving rise to it, or it is permanently barred, to the extent permitted by law.
18.6 Nothing in this section prevents either party from seeking injunctive relief to protect intellectual property, prevent fraud, or address unauthorized access.
19. Records and Confidentiality
19.1 We retain dispute records, server logs, and verification records for the period required by law and our record retention schedule.
19.2 Dispute details are kept confidential and shared only with the parties, our verification and payment providers, and regulators or law enforcement where required.
20. Amendments
We may update this Policy at any time. The version in effect on the date of the underlying event applies to that dispute. Material changes are posted on the site with a new version number and effective date. Continued use of roc247.club after an update means acceptance of the updated Policy.
21. Contact
Support desk: roc247.club · Email: support@roc247.club · Subject line: DISPUTE – [your username]
Compliance escalation requests are made through the same channel and are reviewed by the Compliance Officer.
“You are an asset. Claim your crown.”
Royal Online Casino · roc247.club · Dispute Resolution Policy v1.0 · Effective October 28, 2026
