Refunds & support
How to reach us, what to include and how refunds work in the browser and in the apps.
Something not working right? Here's how to reach us and what applies when it comes to money.
How to reach us
Send an email to hallo@superkrass.com. We get back to you as fast as we can.
To help us help you quickly, include:
- your player ID from the profile menu, for example ABCD-1234,
- what happened and roughly when,
- your device and browser, or whether you're using the app,
- for purchases: the order number or a screenshot of the confirmation,
- if possible, a screenshot or short screen recording of the problem.
Without a player ID, we can almost never find your account, because guest accounts have no name and no email.
Refunds for browser purchases
When you buy Blitze in the browser, you agree that they're delivered straight away. That ends the 14-day right of withdrawal. It's all in the withdrawal policy.
We still won't leave you hanging if something went wrong. Get in touch, for example if:
- you were charged twice,
- the Blitze didn't arrive,
- a technical fault made the purchase useless,
- your child bought something without your permission.
We look at every case individually. If we refund you, the money goes back the same way you paid.
Refunds for app purchases
Purchases through Apple or Google are handled by the stores. We have no access to those payments and can't reverse them ourselves.
Apple App Store:
- Go to reportaproblem.apple.com and sign in with your Apple ID.
- Choose "Request a refund" and select the purchase.
- Give a reason and submit the request.
Google Play:
- Open play.google.com and go to your order history.
- Select the purchase and tap "Report a problem" or "Request a refund".
- Follow the steps.
The stores decide on refunds themselves. If you need help with that, write to us anyway.
What we don't refund
We don't give back cards you lost in a duel. That's part of the game and wouldn't be fair to your opponent. The same goes for boosters you used and Blitze you spent in the shop. More in Keeping or losing cards.
Please ask us first
If you reverse a payment through your bank or card provider without talking to us first, your account may be suspended. Most of the time we can sort it out faster together.
Other topics
- Reporting a bug: write to us with your player ID and as much detail as you can about what happened.
- Deleting your account: write to us with your player ID. After that, everything is gone, including Blitze and cards.
- Privacy requests: see the Privacy Policy.
- Lost progress: see Progress gone?.
