Payment route guide
A wallet can label a transaction completed when it has sent funds to the merchant, but the casino ledger may still be matching the payment. Conversely, a casino screen may time out before the wallet completes authorisation. Do not judge the result from one screen or send a duplicate deposit while the first reference remains unresolved.
Open the current casino cashierRecord the wallet transaction ID and the casino deposit ID if one was created. Add the amount, currency and exact timestamp. If the cashier failed before showing an ID, save the wallet reference and the last signed-in casino screen without exposing account credentials.
Pending, authorised, completed, reversed and refunded are different states. A reduction in available balance can be a temporary hold rather than a final merchant settlement. Use the provider's transaction history rather than a bank notification alone.
Compare pending, approved, rejected and credited entries with the playable cash balance. Bonus credit or an earlier balance can hide whether this deposit posted. If the casino has no entry, ask support to search using the wallet reference and send time.
Follow the stated processing window. If the wallet later reverses the transaction, confirm the return in its available balance. If the wallet says completed but the casino remains uncredited, escalate one case with both identifiers instead of opening several chats.
No. Merchant receipt and casino posting can be separate events.
No. Resolve the first reference before retrying.
Give the wallet its transaction ID and the casino both IDs.
Last reviewed: 30 July 2026