Refunds & Order Problems
Preserve the original order and ask for review without assuming a payment or delivery outcome.
Checked 3 October 2026Check the record before paying again.
Order creation, payment confirmation, delivery and refund processing are separate stages. A payment-provider return page is not an account-balance receipt, and a refund-in-progress status is not proof that funds have reached you.
Check your ordersFor a missing or incorrect top-up
Keep the original order reference, recipient identifier, pack label, payment evidence and relevant balance observations. Describe whether the item never appeared or appeared and later changed; these cases need different timelines.
Confirm that you are viewing the intended account and server. Avoid creating another payment solely to see whether the first one worked.
Contact Veegame supportRequest a review
For non-delivery, an incorrect product or a duplicate charge, email service@veegame.com with the original order reference and payment evidence. Explain what happened and the outcome you need reviewed.
A support investigation does not guarantee a refund. Delivered or used digital items may not be reversible; each request needs the original transaction and delivery records. This guidance does not exclude applicable statutory consumer rights.
Destination mistakes and delivered currency
Check the recipient before purchase. A successful charge does not correct an identifier entered for a different account. Account currency that has been delivered or used may be difficult to recover; an investigation does not itself promise a reversal.
Checkout exposes any non-refundable flag returned for a payment method. That information should be considered before submission alongside the transaction terms. Applicable statutory consumer rights are not excluded by this guidance.
For a duplicate or unclear charge
List both provider transaction references, amounts, currencies and times. Match each to the merchant order list. Preserve any pending authorisation, settled-charge or reversal label instead of treating all bank notifications as completed payments.
A request to support should refer to the original transactions and the outcome you need reviewed. Never send a password, payment OTP or full card number.
After a refund update
Use the merchant status and the provider record together. If the merchant records a refund but the funds are not visible, ask for its refund reference and check the original payment provider’s record.