I made a deposit, but the funds are not in my account. What should I do?
If funds have left your bank but have not appeared in your gaming account, please review the following possibilities and timelines:
Pre-authorization Holds: If a transaction fails, banks often place a "hold" on the funds. This looks like a charge, but the money has not been transferred. These funds will automatically return to your bank balance within 1–5 business days.
Total Processing Timelines: If a deposit is pending, it may take longer to settle depending on the method:
Credit Cards: Up to 6 hours.
Bank Transfers: Up to 6 hours on weekdays, or up to 12 hours on weekends and holidays.
Proof of Payment: To help the support team investigate, please provide a proof of payment (such as an original PDF bank statement) via the chat widget.
Refund Timelines: Bank account refunds for failed deposits typically take up to 24 hours, while credit card refunds may take up to six hours. If the funds do not appear within these timeframes, contact support with proof of payment for further investigation.
Why was my deposit declined or why is it failing?
Transactions can be declined for several common reasons. Please verify these details before trying again:
Insufficient Funds: Ensure your bank account has a high enough balance. If you are depositing in a different currency, maintain a small buffer to cover exchange rate fluctuations.
Incorrect Details: Double-check that the card number, expiry date, and CVV/CVC2 security code are entered correctly.
3D Secure Authentication: Most transactions require Visa Secure or Mastercard ID Check. Ensure your card is registered for 3D Secure and do not close the authentication window until the bank confirms verification. Ensure your browser is not blocking pop-ups.
Bank Restrictions: Some financial institutions do not support online gaming transactions. You may need to contact your bank to authorize the payment.
Connection Drops: A brief internet disruption can cancel a transaction. Refresh the page and attempt the deposit again.
Why do debit and prepaid cards often fail?
Deposits using debit or prepaid cards frequently fail due to limitations and lower approval rates imposed by external payment processors. You may encounter error messages such as "invalid card" or "transaction declined."
Recommended Alternatives for Better Success:
Use a Non-Prepaid Credit Card: Standard credit cards are more likely to be approved.
Explore E-wallets or Bank Transfers: Check the deposit page for other available methods, as these often have higher success rates.
Digital Wallet Requirements: If using wallets like Payz or MuchBetter, ensure you have a minimum balance of at least $10 (or currency equivalent) to account for exchange rate variations.
Why can't I add a new payment method?
You can add any payment method currently shown on your Deposit page. We partner with various providers, and available options may change. If a particular method does not appear on the page, it means that option is temporarily unavailable.
Why was money taken from my bank if the deposit failed?
If you see a deduction despite an error message, this is a temporary pre-authorization hold, not a final charge. The funds are held by your bank and will be released automatically, typically within 1-2 business days.
If the funds are not reinstated within the expected timeframe, provide a transaction history or proof of payment to support the investigation.
Can I cancel a deposit once it has been started?
No, you cannot cancel a deposit. Once you click "Confirm," the transaction is sent instantly to the payment provider. A confirmed transaction cannot be stopped, cancelled, or reversed.
Refund Processes for Failed or Canceled Deposits
Failed Deposits
Bank Account Deposits: Refunds for failed deposits are typically processed within 24 hours.
Credit Card Deposits: Refunds for failed credit card transactions are usually returned within six hours.
Canceled Deposits
Bank Account Deposits: Refunds for canceled deposits are processed shortly after cancellation and should arrive within a few hours.
Credit Card Deposits: Refunds for canceled credit card transactions may take up to six hours.
What to Do If Refunds Are Delayed
If your refund does not appear within the expected timeframe:
Bank Account Refunds: Provide a transaction history covering the deposit date through the present for investigation.
Credit Card Refunds: Submit proof of payment, such as a transaction receipt or bank/card statement, to support the case.
FAQs
How Long Does It Take for Refunds to Appear?
Refund timelines vary based on the payment method:
Bank account refunds typically take 24 hours to a few hours after cancellation.
Credit card refunds may take up to six hours.
In some cases, refunds may take 1–5 business days depending on the bank’s processing time.
What Should I Do If My Refund Is Not Credited?
If your refund is delayed beyond the expected timeframe, provide relevant documentation to support the investigation.