Account and cashier dossier
Give Support One Traceable Transaction
Payment cases are easier to resolve when one request contains a single transaction trail. Start with the identifier shown by the relevant system and explain what changed between the account and the payment provider.
Choose the correct identifier
A casino request ID, bank reference and wallet transaction ID are not interchangeable. Label each one and identify which system issued it so the support team knows where to trace the movement.
Use precise timestamps
Record the local time, date and time zone for submission and each status change. A statement such as 'yesterday' is less useful when payment and operator systems use different zones.
State expected versus actual
Explain the amount and state you expected, then quote the state actually shown. For example, funds debited but not credited is a different case from a pending withdrawal that has not left the casino.
Attach safe evidence
A screenshot should show the reference, amount, date and status while masking unrelated balances, full card details and personal conversations. Never attach a PIN, password, security code or one-time code.
Keep one case thread
Add new evidence to the existing case instead of opening several tickets. Retain the case number and ask which stage is waiting, which party owns the next action and whether anything else is required.
Five-point field check
- operator request ID
- provider transaction reference
- amount and currency
- timestamps with time zone
- masked status evidence
Continue with related dossiers
Quick answers
Which reference should I send first?
Send the identifier from the system where the mismatch begins, then label any related operator or provider reference.
Is a bank screenshot safe to share?
Mask unrelated balances, complete account numbers and private transactions while keeping the relevant reference, amount and status visible.
Should I open another ticket after a delay?
Usually keep one traceable case and add the latest status unless official support directs you to a different channel.
Last reviewed: 30 July 2026