Money left your bank and never arrived in the account. Here is how to tell where it is stuck and how to escalate if the operator does not fix it.
Money has left your account and the casino balance has not moved. In most cases the payment is pending rather than lost, and it resolves within a few hours. Before contacting anyone, check whether the charge on your statement is pending or settled, because a pending charge can still fail and be released back automatically. If it has settled and the balance is still wrong after twenty four hours, it is a complaint and you should treat it as one from that point.
Contact support in writing, not live chat, so that you have a record.
Give the amount, the date and time, the payment method, the last four digits of the card or the wallet reference, and the transaction reference from your bank or provider. That reference is the single most useful thing you can provide, because it is what the operator's payment team searches on.
Ask for two things: confirmation of whether the payment reached them, and a reference number for your case.
If the money reached the operator and the balance was not credited, that is theirs to fix. If it never reached them, the problem is at the payment provider and the operator should say so in writing, which is what you take to your bank.
Escalate once the operator has had a reasonable chance and the money is still missing, or once it stops replying.
Send a formal complaint in writing using those words, then follow the escalation route for the licence the operator holds. Our guide on what to do if a casino will not pay sets out the deadline and the dispute body for each of the seven markets we track.
Contact your bank or payment provider in parallel. This is a service that was paid for and not received, which is a different situation from disputing gambling losses. Say that clearly, because a chargeback framed as reversing losses will usually end your account and your claim.
| Symptom | Likely cause | Who fixes it | Next step |
|---|---|---|---|
| Charge shows as pending | Authorisation not yet settled | Payment provider | Wait, it may be released automatically |
| Charge settled, balance not credited | Failed to post at the operator | Operator | Formal complaint with the transaction reference |
| Payment declined but funds held | Issuer hold on a failed transaction | Card issuer or bank | Contact the issuer with the reference |
| Deposit credited to another account | Duplicate or old account | Operator | Ask support to check all accounts in your name |
Processing times differ by payment method and are set out in the operator's published terms.
Card and e-wallet deposits are usually instant. Bank transfers can take several days. The operator's terms state the processing time for each method and you can hold it to that.
No. If the first payment later settles you will have paid twice, and recovering the second is slower than waiting for the first.
You can raise it as a service paid for and not received, which is not the same as disputing gambling losses. Try the operator and its dispute body first, because a chargeback usually closes the account and ends the complaint.
Verified against 2 primary sources. Last reviewed August 26, 2026.