How to recover from a site error
1) Quick situation navigation
The deposit was written off, the balance was not replenished.
Double charge/duplicate payment.
Output canceled/hung for no reason.
Game/bet hung, bet written off, no result.
Incorrect payout/bonus calculation.
Cryptovodor: the coins are gone, on account 0 (network/memo/network error).
For each - a common skeleton of actions: we fix → report → wait for SLA → escalate → dispute/chargeback (for cards/wallets) to → final settlement.
2) What to collect right away (evidence)
1. Identifiers: Payment ID/Order ID on the site, provider's check, last 4 digits of the card/wallet ID, time by AEST/AEDT.
2. Bank data (for cards): amount, currency, bank status (* authorized/posted *), ARN/RRN/CTAH if available.
3. Crypt: TXID/hash, network (ERC-20/BEP-20/XRP, etc.), address, memo/tag (if necessary).
4. Screenshots/video: basket/cash register, error message, "Pending "/" Failed, "transaction history in the office.
5. Technical (if possible): browser/OS version, time and network provider, console error (if you know how to open DevTools).
6. Timeline: A short list of time → action → result events.
This saves 80% of the time when parsing and increases the chance of an instant solution.
3) Basic algorithm (universal)
Step 1. Soft reboot: clear the cache/cookies, log in from another browser/device or incognito, reconnect the network (Wi-Fi/4G).
Step 2. Status check: history of payments/conclusions in the office; mail/internal inbox (notifications).
Step 3. We write to the chat 24/7 (and not to the general e-mail): we give identifiers, screenshots, TXID/ARN; please ticket-ID and SLA.
Step 4. Escalation: please transfer to Risk/Payments (L2) in case of "stuck" transactions/conclusions, incorrect calculations.
Step 5. We are waiting for SLA: usually the chat gives ETA; we fix the time.
Step 6. No progress → provider dispute:
4) Scenarios and exact steps
A. Deposit written off but not credited
1. Check in the bank/wallet: whether the payment was made (not just "expected").
2. Give the support: Payment ID on the site + bank check and ARN/RRN (if any).
3. Ask for manual credit or reversal:
B. Double charge/duplicate
1. Check history: same amount/minute/ID.
2. Ask for a refund of the duplicate (or cancellation of the hold), attach both ID + check.
3. If the site refers to "your bank" - still escalate to Payments: the payment has idempotence, duplicates are visible by the key.
4. There is no result → a dispute on one of the payments with the wording duplicate charge.
C. Output cancelled/hung
1. Specify the reason: CCM/limits/source of funds/technical work.
2. If KYC, get a list of documents and a secure download channel.
3. Ask to fix the commission and the deadline for the withdrawal attempt.
4. Require status feed (action dates) and SLAs for escalation.
D. Game/bet hung, write-off passed
1. Make a screen "before/after," specify Game Round ID (visible in the history of rounds/bets).
2. Ask for a re-settle round from the game provider (the support has a channel to the studio).
3. If the bet is ignored due to a cliff, demand void or correct calculation by logs.
4. Repeated error → attach video and request transfer to Technical + Risk.
E. Incorrect payout/bonus calculation
1. Give a round/bet ID and a link to the rules of the game/bonus.
2. Ask for a recount and indicate the controversial item (max bet, wager contribution, excluded games).
3. Do not agree - request a statement of logs (time, bet, outcome, RTP seed) and ticket to the provider.
F. Cryptocurrency: came online, but not on the balance sheet
1. Check the network and tag/memo (XRP/BNB/XLM): if you forgot, ask for off-chain recovery (often paid and not always possible).
2. Give TXID, network, address, amount, time.
3. If sent to another network (for example, ERC-20 instead of BEP-20), specify whether the platform supports a cross-network; otherwise, recovery is unlikely.
4. If the bridge/exchange participated - attach their ticket.
5) How to write to support (template to speed up)
6) Timing and escalation (benchmarks)
FRT chat: up to 1 minute, the first solution to simple cases is in the dialogue.
Payments L2: Card/wallet reconciliation - usually within 24-72 hours after providing checks/ARN/TXID.
Game provider (re-settle): 24-48 hours for confirmation/recalculation.
Bank/wallet: a dispute over a card/wallet - follow the instructions of the issuer/service (collect a package of evidence).
* Tip: if there are no updates on the promised date, ping briefly, ask to update the status feed and name the next deadline.
7) When to go into dispute with a bank/provider
The site does not confirm the error, and you have a check/ARN/TXID and screenshots.
Card/wallet duplicate.
"Written off - not credited" without movement longer than the promised SLA.
Conclusions are canceled without a clear reason, support does not meet the deadlines.
What to attach: statement, check/ARN, correspondence with ticket-ID, cabinet screenshots, chronology. Formulate neutrally: "the service/enrollment was not provided."
8) What not to do (common mistakes)
Do not resend the deposit immediately "for acceleration" - get duplicates.
Do not provide full card details, CVCs, 2FA/SMS codes - under any circumstances.
Do not delete evidence (letters, screenshots) until the case is completed.
Do not open dozens of tickets in parallel - confuse the trace.
Don't substitute terminology: "chargeback" is a dispute with the issuing bank, not "any request for a refund."
9) Mini checklists
Before deposit
Check the available method (card/wallet/crypt), limits and commission.
Save check/screen of confirmation screen.
Make sure that the address/network/memo for the crypt is correct.
If the error is "written off - not credited"
Check/ARN/TXID + Payment ID.
Ticket-ID and SLA in chat.
Escalation to Payments requesting manual credit/reversal.
In the absence of progress - a dispute with the issuer/service.
In case of stuck/incorrect rate
Game Round ID/Bet ID + screen.
Request re-settle/void via support.
Escalation to game provider.
10) Red flags (better to stop interacting)
Require to send a passport/card by email/messenger.
There is no ticket system, SLA is not called, the answers are copy-paste.
Mass "Pending" on payments without explanation.
Block the dispute/dispute with threats of a "permanent ban" (for a correct dispute over a duplicate/not provided service).
Public rules are at odds with support's answers.
11) Frequent questions (short)
Can crypto transfer be canceled?
No, it isn't. Only manual recovery on the site side works with the correct TXID and their wallet control.
How long to wait for a refund on the card after refand?
Depends on bank/schemes; focus on a few business days after the confirmed return.
If the casino is to blame, is it necessary to go to the bank?
No, most honest sites decide the cases themselves. But the right to dispute with the issuer/provider remains.
12) The bottom line
Successful returns are provable + neat communication + sequential escalation. Collect identifiers and screenshots, issue a ticket with the SLA, connect Payments/Risk if necessary and open a dispute with the bank/service. For crypto - follow the TXID/memo and site channels. Such a protocol closes most errors without nerves and losses.
The deposit was written off, the balance was not replenished.
Double charge/duplicate payment.
Output canceled/hung for no reason.
Game/bet hung, bet written off, no result.
Incorrect payout/bonus calculation.
Cryptovodor: the coins are gone, on account 0 (network/memo/network error).
For each - a common skeleton of actions: we fix → report → wait for SLA → escalate → dispute/chargeback (for cards/wallets) to → final settlement.
2) What to collect right away (evidence)
1. Identifiers: Payment ID/Order ID on the site, provider's check, last 4 digits of the card/wallet ID, time by AEST/AEDT.
2. Bank data (for cards): amount, currency, bank status (* authorized/posted *), ARN/RRN/CTAH if available.
3. Crypt: TXID/hash, network (ERC-20/BEP-20/XRP, etc.), address, memo/tag (if necessary).
4. Screenshots/video: basket/cash register, error message, "Pending "/" Failed, "transaction history in the office.
5. Technical (if possible): browser/OS version, time and network provider, console error (if you know how to open DevTools).
6. Timeline: A short list of time → action → result events.
This saves 80% of the time when parsing and increases the chance of an instant solution.
3) Basic algorithm (universal)
Step 1. Soft reboot: clear the cache/cookies, log in from another browser/device or incognito, reconnect the network (Wi-Fi/4G).
Step 2. Status check: history of payments/conclusions in the office; mail/internal inbox (notifications).
Step 3. We write to the chat 24/7 (and not to the general e-mail): we give identifiers, screenshots, TXID/ARN; please ticket-ID and SLA.
Step 4. Escalation: please transfer to Risk/Payments (L2) in case of "stuck" transactions/conclusions, incorrect calculations.
Step 5. We are waiting for SLA: usually the chat gives ETA; we fix the time.
Step 6. No progress → provider dispute:
- Cards/Visa/Mastercard is the dispute department of your issuing bank.
- Wallets/payment services - open a case in their support.
- Bank transfer/PayID - we initiate a search through the bank.
- Crypt - we work only through the support of the site: there is no chargeback, but there is a reconciliation by TXID/memo and "manual enrollment."
4) Scenarios and exact steps
A. Deposit written off but not credited
1. Check in the bank/wallet: whether the payment was made (not just "expected").
2. Give the support: Payment ID on the site + bank check and ARN/RRN (if any).
3. Ask for manual credit or reversal:
- If money is locked → unlock/reverse request.
- If → manual enrollment is carried out by gateway logs.
- 4. Escalation to Payments requiring reconciliation: gateway\_ ref ↔ acquirer\_ ref (ARN).
- 5. There is no solution → open a dispute with the issuer (card) or wallet.
B. Double charge/duplicate
1. Check history: same amount/minute/ID.
2. Ask for a refund of the duplicate (or cancellation of the hold), attach both ID + check.
3. If the site refers to "your bank" - still escalate to Payments: the payment has idempotence, duplicates are visible by the key.
4. There is no result → a dispute on one of the payments with the wording duplicate charge.
C. Output cancelled/hung
1. Specify the reason: CCM/limits/source of funds/technical work.
2. If KYC, get a list of documents and a secure download channel.
3. Ask to fix the commission and the deadline for the withdrawal attempt.
4. Require status feed (action dates) and SLAs for escalation.
D. Game/bet hung, write-off passed
1. Make a screen "before/after," specify Game Round ID (visible in the history of rounds/bets).
2. Ask for a re-settle round from the game provider (the support has a channel to the studio).
3. If the bet is ignored due to a cliff, demand void or correct calculation by logs.
4. Repeated error → attach video and request transfer to Technical + Risk.
E. Incorrect payout/bonus calculation
1. Give a round/bet ID and a link to the rules of the game/bonus.
2. Ask for a recount and indicate the controversial item (max bet, wager contribution, excluded games).
3. Do not agree - request a statement of logs (time, bet, outcome, RTP seed) and ticket to the provider.
F. Cryptocurrency: came online, but not on the balance sheet
1. Check the network and tag/memo (XRP/BNB/XLM): if you forgot, ask for off-chain recovery (often paid and not always possible).
2. Give TXID, network, address, amount, time.
3. If sent to another network (for example, ERC-20 instead of BEP-20), specify whether the platform supports a cross-network; otherwise, recovery is unlikely.
4. If the bridge/exchange participated - attach their ticket.
5) How to write to support (template to speed up)
💡Тема: Deposit charged, not credited / Duplicate / Withdrawal stuck / Wrong settlement
💡
💡1. Account/nickname: *... *
💡2. AEST/AEDT time: *... *
💡3. Amount/Currency/Method: *... *
💡4. Identifiers: Payment ID * .../TXID * .../ARN/RRN *... *
💡5. What happened (1-2 lines): *... *
💡6. What you need: manual credit/refund/re-settle/withdrawal ETA
💡7. Attachments: Screenshots/Check/Video
💡8. Please ticket-ID and SLA/ETA, escalation to Payments/Risk/Technical if necessary.
6) Timing and escalation (benchmarks)
FRT chat: up to 1 minute, the first solution to simple cases is in the dialogue.
Payments L2: Card/wallet reconciliation - usually within 24-72 hours after providing checks/ARN/TXID.
Game provider (re-settle): 24-48 hours for confirmation/recalculation.
Bank/wallet: a dispute over a card/wallet - follow the instructions of the issuer/service (collect a package of evidence).
* Tip: if there are no updates on the promised date, ping briefly, ask to update the status feed and name the next deadline.
7) When to go into dispute with a bank/provider
The site does not confirm the error, and you have a check/ARN/TXID and screenshots.
Card/wallet duplicate.
"Written off - not credited" without movement longer than the promised SLA.
Conclusions are canceled without a clear reason, support does not meet the deadlines.
What to attach: statement, check/ARN, correspondence with ticket-ID, cabinet screenshots, chronology. Formulate neutrally: "the service/enrollment was not provided."
8) What not to do (common mistakes)
Do not resend the deposit immediately "for acceleration" - get duplicates.
Do not provide full card details, CVCs, 2FA/SMS codes - under any circumstances.
Do not delete evidence (letters, screenshots) until the case is completed.
Do not open dozens of tickets in parallel - confuse the trace.
Don't substitute terminology: "chargeback" is a dispute with the issuing bank, not "any request for a refund."
9) Mini checklists
Before deposit
Check the available method (card/wallet/crypt), limits and commission.
Save check/screen of confirmation screen.
Make sure that the address/network/memo for the crypt is correct.
If the error is "written off - not credited"
Check/ARN/TXID + Payment ID.
Ticket-ID and SLA in chat.
Escalation to Payments requesting manual credit/reversal.
In the absence of progress - a dispute with the issuer/service.
In case of stuck/incorrect rate
Game Round ID/Bet ID + screen.
Request re-settle/void via support.
Escalation to game provider.
10) Red flags (better to stop interacting)
Require to send a passport/card by email/messenger.
There is no ticket system, SLA is not called, the answers are copy-paste.
Mass "Pending" on payments without explanation.
Block the dispute/dispute with threats of a "permanent ban" (for a correct dispute over a duplicate/not provided service).
Public rules are at odds with support's answers.
11) Frequent questions (short)
Can crypto transfer be canceled?
No, it isn't. Only manual recovery on the site side works with the correct TXID and their wallet control.
How long to wait for a refund on the card after refand?
Depends on bank/schemes; focus on a few business days after the confirmed return.
If the casino is to blame, is it necessary to go to the bank?
No, most honest sites decide the cases themselves. But the right to dispute with the issuer/provider remains.
12) The bottom line
Successful returns are provable + neat communication + sequential escalation. Collect identifiers and screenshots, issue a ticket with the SLA, connect Payments/Risk if necessary and open a dispute with the bank/service. For crypto - follow the TXID/memo and site channels. Such a protocol closes most errors without nerves and losses.
