Refund Policy

Easy Gaming Portal Sdn Bhd (202501037661 (1639070-M), “we”, “us”) provides digital game top-ups and prepaid game card services. This policy outlines our refund principles, eligible cases, and how refunds are processed.

By placing an order on www.easygamingportal.com, you agree to this Refund Policy as part of our Terms & Conditions.

All successfully delivered orders — including game top-ups, gift card codes, and prepaid game items — are neither refundable nor exchangeable.

Once in-game currency has been credited to your game account, or once a gift card code has been revealed or sent to you, the transaction is considered final.

Refund or exchange requests will be considered at the sole discretion of Easy Gaming Portal in the following exceptional cases:

• Failed delivery — the order was not delivered to your game account due to our system error
• Verified delivery error — investigation confirms our team delivered the incorrect product or amount
• Publisher outage— the game publisher's system was unavailable at the time of delivery and the order could not be fulfilled
• Duplicate charge — a system error caused you to be charged multiple times for the same order

Refund requests must be submitted in writing within seven (7) working days from the date of order, via Live Chat or email at [email protected]. After 7 working days, refund requests are subject to discretionary review and may not be approved.

Refunds will NOT be granted in the following cases:

• Successfully delivered top-ups (once credited to your game account)
• Buyer's remorse (change of mind)
• Wrong information provided by the customer (e.g. wrong User ID, wrong server, wrong region)
• Account-related issues outside our control (e.g. your game account banned by the publisher after delivery)
• Verified fraudulent activity (including third-party scam cases where evidence is submitted) — investigated case by case

Approved refunds are processed using the following methods, depending on the original payment method used:

Where supported by the original payment method (e.g. credit/debit card via payment gateway)

Refunds will be processed back to the original payment method. Processing time is 7–14 working days, depending on your bank or card issuer's standard processing time.

Where the original payment method does not support automated refunds (such as FPX bank transfer, DuitNow QR, and certain e-wallets)

Refunds will be issued as Easy Gaming Portal wallet credit of equivalent value. Wallet credit is reflected immediately in your account once approved, can be used for any future order with no fees, and does not expire while your account remains active.

Anti-Money Laundering (AML) compliance

Refunds are only processed through the original payment route or as Easy Gaming Portal wallet credit. We do not process refunds to third-party bank accounts or alternative payment destinations, as required by the Anti-Money Laundering, Anti-Terrorism Financing and Proceeds of Unlawful Activities Act 2001 (AMLA). This aligns with our customer onboarding rules, which require all payments to originate from the verified account holder's own payment source.

1. Open Live Chat (bottom-right of any page) or email [email protected]
2. Include: your order reference (e.g. EGP-000123), the reason for the request, and supporting evidence (screenshots, error messages) if applicable
3. Our team will review and respond within 24 hours
4. If approved, the refund will be processed within the timeframe stated in Section 5

Initiating a chargeback or payment dispute with your bank or card issuer without first contacting us is a breach of our Terms & Conditions and will result in:

• Immediate account suspension
• Forfeiture of any Easy Gaming Points or referral commissions
• Potential blacklisting from Easy Gaming Portal and partner platforms

Please contact us first — we will work to resolve genuine refund cases promptly. If you are not satisfied with our resolution, you may file a complaint with the Ministry of Domestic Trade and Cost of Living (KPDN) at kpdn.gov.my.

Email: [email protected]

WhatsApp: +60 10-522 2270

Live Chat: Daily · 10:00 AM – 3:00 AM next day (GMT+8)

This Refund Policy is governed by the laws of Malaysia and forms part of our Terms & Conditions.