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 Add section of your account, but it is delayed or missing, simply:
- 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.
- 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.