My deposit was declined, but my bank shows a charge, why?
Your money has not 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 release automatically within a few business days. If 10 business days have passed and the funds have not returned to your account, or still show as a debit, contact Customer Support with the details listed in the section What to include when contacting Customer Support below.
I made a successful deposit but my balance is zero, why?
This can happen occasionally.
Contact your bank first. If there is no error on their side, Message Us with the details listed in the section What to include when contacting Customer Support below, plus your payment type (for example debit card or e-wallet).
Why do I have a negative balance?
A negative balance is usually due to one of the following:
Settlement error: A bet is settled incorrectly as a win. If you spend those funds and the bet is later corrected as a loss, your account shows a negative balance.
Deposit error: Funds credited to your account were not actually received by us, allowing you to bet with money that was not successfully deposited.
In both cases, you need to make a deposit to correct the balance before placing further bets.
What to include when contacting Customer Support
Time and date of the transaction
Amount and currency
Payment method or card issuer
Transaction reference number
Screenshot or copy of your bank/card statement showing the payment was debited