DEPOSIT GUIDE · EN-GB / GBP
The payment left my account but my casino balance did not change
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First confirm that the money is a completed debit rather than a pending authorisation. If the transaction is completed and the account balance did not update, ask the operator to trace the payment. Do not make another deposit until you know what happened to the first one.
Gather the matching details
Prepare the date and time, exact amount and currency, payment method, cashier status, bank status, and any transaction reference shown by the provider. Save a copy of the operator’s response. The payment provider and operator may use different references, so ask which one their support team needs.
Send a focused request
Use the operator’s official secure support channel. Ask it to confirm whether the processor received the payment, whether it has been matched to your account, and whether it is pending, rejected, reversed or credited. If the operator says it did not receive a settled payment, ask your bank to trace the transaction. Share only the relevant evidence and never include passwords or one-time codes.
| Confirmed state | What it means for the next step |
|---|---|
| Pending authorisation | Ask the bank about release timing; use the pending-card guide |
| Completed debit, no casino ledger entry | Request an operator trace and reconciliation |
| Operator confirms receipt, bank shows debit | Ask for the operator’s payment reference and written status |
| Reversal or refund initiated | Ask the provider when it should show in your account |
If the query is unresolved
Follow the operator’s formal complaints procedure and include the payment timeline and support references. In Great Britain, the Gambling Commission says the operator has up to eight weeks to resolve a complaint; an eligible unresolved dispute may then be referred to its named ADR provider. The Commission does not rule on an individual account dispute. Read our complaint guide and ADR guide.
Sources
- Gambling Commission: how to complain
- Gambling Commission: complaints and ADR
- Payment stages · failed deposits
FAQ
Should I send a full bank statement?
Provide only what the operator reasonably needs through an official secure channel. Redact unrelated information where possible and never send authentication secrets.
Can the Gambling Commission get the deposit back for me?
It does not resolve individual customer complaints. Use the operator’s complaint route and, where eligible, its approved ADR provider.