Are you having trouble when trying to make a deposit? Several reasons could explain this. Here are the checks to perform depending on your situation.
My deposit is declined
If your deposit is immediately declined:
- Check that the payment information entered is correct.
- Make sure your bank account or payment method has sufficient funds.
- Verify that you have not reached any of your deposit limits.
- Ensure your account is active. Some restrictions, such as a gaming break, may temporarily prevent deposits.
- Your bank or payment provider may also decline the transaction. In this case, we recommend checking directly with them.
You can then try again.
My deposit remains “pending”
A transaction can sometimes take a few minutes to complete.
If your deposit is still shown as pending after more than 10 minutes, avoid making multiple new attempts and first check if the amount has been debited from your payment method.
If the transaction remains stuck, our customer service can check its status. Feel free to provide any proof of debit when contacting us.
The amount was debited but does not appear in my account
First, check your deposit history to see if the transaction appears there.
If your payment method was indeed debited but the amount was not added to your balance, contact our customer service so we can verify the transaction.
To help us assist you faster, please provide proof of the debit.
I’m only offered Neosurf as a deposit method
You have probably nearly reached your limit and can only deposit less than €10. In this case, only Neosurf allows deposits under €10, and other deposit methods will be grayed out.
I can no longer deposit because of a limit
If you have reached a deposit limit, no new deposits can be made until this limit allows you to deposit again.
You can check your limits directly from your account settings or from the deposit page.
The problem persists?
If none of these checks resolve the issue, please contact our customer service.