What to do if the payment went through, but the money did not arrive

One of the most alarming scenarios for players is when the payment has already been debited, but the money has not entered the card, wallet or bank account. This situation can be associated with both internal casino processes and external delays from payment systems or banks. Let's analyze the key reasons and step by step actions.

1. Possible causes of the problem

1. Payment provider delay
Even if the casino confirms the transfer, a third-party payment operator (bank, crypto network, payment gateway) may delay the enrollment.

2. Bank check
Banks often delay operations for additional verification, especially with large amounts.

3. Mismatch of details
An error in specifying the card number, wallet or crypto wallet address can lead to a "hang" of the transaction.

4. Technical glitch
Rarely, but problems are possible on the side of the casino or payment system.

5. Requirement for repeated KYC check
The casino sometimes suspends enrollment if document updates are required.

2. Player's first steps

1. Check transaction status

In the personal account of the casino.
In the history of bank, wallet or blockchain operations.

2. Check details
Make sure the output is correct.

3. Compare dates
Look at the rules of the casino: how much time is indicated for output by this method.

3. Casino Support Appeal

If more time has passed than specified in the regulations:

• Write to the casino support.
• Specify the login, amount, withdrawal date, payment method.
• Attach screenshots of the write-off confirmation (bank statement, transaction check).

Example of a message:

💡Hello!
💡On August 15, 2025, I issued a 300 AUD withdrawal to a Visa card. The amount was debited at the bank, but the money was not credited to the account.
💡
💡Login: player\_ au2025
💡Transaction date and time: 15. 08. 2025, 14: 32
💡Amount: 300 AUD
💡
💡Please clarify the status of the transaction and inform when the enrollment will be completed.

4. Contacting a bank or payment service

If the casino confirms the transfer, but the money did not come, check with the bank.
For cryptocurrency transfers, use blockchain explorers (Etherscan, Blockchain. com, etc.).

5. What to do when there is a conflict

1. If neither the casino nor the bank can give an answer, collect all the evidence (screenshots, extracts, correspondence).
2. Contact the casino regulator (if licensed, e.g. Malta Gaming Authority, Curacao eGaming).
3. For bank transactions, the chargeback procedure is possible - refunds through the payment system.

Result

If the payment went through, but the money did not arrive:

• first check the status at the casino and bank;
• Document all activities
• connect regulators or bank if necessary.

Clear and quick action helps you get your money back and speed up problem resolution.