Rollick is committed to resolving disputes fairly and efficiently. This page outlines the procedures for filing complaints, disputing transactions, and resolving marketplace conflicts.

For issues with marketplace purchases:

• File a dispute within 48 hours of receiving the item
• Provide a description of the issue and supporting evidence (screenshots, etc.)
• Rollick will review both buyer and seller accounts
• Resolution options: full refund, partial refund, item return, or case dismissal
• Rollick's marketplace dispute team aims to resolve cases within 5 business days
• Either party may appeal within 7 days of the decision

Pack results are determined by our provably fair algorithm and are final. However, if you believe there was a technical error:

• Verify the result using the Selection Verifier on provably-fair.html
• If verification reveals a discrepancy, contact support with the server seed, client seed, nonce, and expected vs. actual result
• Confirmed technical errors will be compensated with a replacement pack opening or account credit

• Unauthorized charges: Contact support immediately; we will investigate and reverse unauthorized transactions
• Duplicate charges: Refunded automatically once confirmed (typically 1-3 business days)
• Failed withdrawals: Re-processed or alternative method offered within 5 business days

Please contact Rollick support BEFORE filing a chargeback with your bank. Chargebacks incur fees that may be passed to the user if the transaction was legitimate.

If you file a chargeback:

• Rollick will respond to the chargeback with transaction evidence
• Your account may be restricted during the chargeback investigation
• If the chargeback is found to be fraudulent, your account will be permanently suspended

If you have a legitimate complaint, we strongly encourage resolving it through our support team first — it's faster and avoids account restrictions.

• Email: [email protected] (response within 48 hours)
• Help Center: help.html (live chat available during business hours)
• Mail: Rollick Inc., Attn: Disputes, 1209 Orange Street, Wilmington, DE 19801

Include your username, transaction ID, date, amount, and detailed description of the issue.

• Level 1: Support team review (1-3 business days)
• Level 2: Dispute resolution specialist (3-5 business days)
• Level 3: Compliance officer review (5-10 business days)
• Level 4: If unresolved, formal arbitration per Terms of Service Section 9

If internal dispute resolution fails after 30 days, either party may initiate binding arbitration in accordance with the American Arbitration Association rules. Proceedings shall be conducted in Wilmington, Delaware. Class action waiver applies per our Terms of Service.

See tos.html Section 9 for full arbitration terms.

If you believe Rollick has violated consumer protection laws:

• File a complaint with the FTC at ftc.gov/complaint
• Contact your state attorney general's consumer protection office
• For EU/UK users: Lodge a complaint with your local Data Protection Authority

Rollick cooperates fully with all regulatory investigations.

• Marketplace dispute refund: 5-7 business days after resolution
• Unauthorized charge reversal: 1-3 business days
• Duplicate charge refund: 1-3 business days
• Wallet withdrawal re-processing: 3-5 business days

All refunds are issued to Rollick wallet unless a cash refund is specifically requested (additional 5-10 business days for bank processing).

• Email: [email protected]
• Support: Help Center
• Mail: Rollick Inc., 1209 Orange Street, Wilmington, DE 19801