Payments, balance and refunds
Your wallet, cancellations, refunds and withdrawals.
- Your wallet balance and top-upsYour wallet is prepaid PrimePlay credit. You top up from 10 EUR to 500 EUR by card, refunds land there, and it doesn't expire while your account is active.
- Cancelling a booking: what you get backCancel from the game page. More than 48 hours before kickoff you get 100% back in your balance, then less as kickoff gets closer, and nothing under 4 hours.
- When PrimePlay cancels a gameIf we cancel a game, everyone who booked gets a full refund in their balance with no fee, and a notification.
- Withdrawing your balance to your cardGo to Wallet, then Withdraw, to send your balance back to the card you paid with. Stripe's fee comes off and it arrives in 5 to 10 business days.
Still stuck?
Ask Cristiano, our assistant, for an answer now, or write to the team.