I have not received my deposit yet. What should I do?

We aim to process your deposits in a quick and timely manner. On the rare occasion you haven’t received your payment on time, simply contact us. We will track it and process it. 
If you have successfully initiated a deposit through the Deposit section of your account, but it is delayed or missing, simply:

  1. Check the processing timeframe of the deposit option. Some top-up methods are instant, others may take up to a few days.  The processing timeframe will appear onscreen at the time of the deposit, or you can check it on our Support Page.
  2. If the standard timeframe has passed, provide the following information:

For Bank deposits: copy or screenshot of bank statement showing:

  • your names
  • your bank account’s details (such as your account number, bank code, IBAN, etc.)
  • your transaction’s details (such as the amount, currency, date, and reference (if applicable))

For Invoice / Cash payments: a copy of the online banking screenshot or the invoice paid, showing the payment details:

  • your names
  • your transaction’s details (such as the amount, currency, date, and reference (if applicable))

To help us track and process your payment, please fill in the form below.
 

 


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