Having trouble with your deposit or balance? This guide explains:
Why your deposit might not show in your balance
Why you may see a negative balance
Why your bank shows a charge after a declined deposit
My deposit was declined, but my bank shows a charge, why?
Don’t worry, your money hasn’t gone missing.
When a deposit is declined, your bank or card issuer usually places a temporary hold on the amount while waiting for approval. This is not an actual charge.
The hold should automatically release within a few business days. If 10 business days have passed and the funds haven’t returned to your bank account (or still show as a debit), please contact Customer Support so we can investigate and resolve this for you.
What to include when you contact us
A screenshot or a copy of your bank/card statement showing the payment was successfully debited
Time and date of the transaction
Amount and currency
Payment method or card issuer
Transaction reference number
I made a successful deposit but my balance is zero, why?
If you’ve received confirmation that your deposit was successful but your account still shows a zero balance, don’t worry, this can happen occasionally, and we’re here to help.
What you should do
We recommend contacting your bank first.
If there is no error on your bank’s side, please contact us and include the following information:
Payment type (e.g., debit card, e-wallet)
Deposit amount
Time of deposit
Screenshot of the bank statement showing that the funds left your account
This information helps us investigate and update your balance quickly.
Why do I have a negative balance?
If you notice a negative balance in your account, it’s usually due to one of these reasons:
Settlement error:
Sometimes a bet might be settled incorrectly as a win. If you spend those funds and the bet is later corrected as a loss, your account will show a negative balance.Deposit error:
If funds credited to your account were not actually received by us, you may see a negative balance because you’ve been able to bet with money that wasn’t successfully deposited.
What to do next?
In both cases, you’ll need to make a deposit to correct the balance before placing any further bets.