Trace a missing EFT, card or voucher deposit, collect the right evidence and contact official support without paying twice. 18+.
Checked 12 September 2026. A troubleshooting workflow, not a guarantee that a particular payment will be credited or refunded.
If your bank has been debited or a voucher was redeemed but your betting balance has not changed, check the original transaction before making another deposit. A second payment does not repair the first and can leave two amounts to trace.
Start by distinguishing the payment status from the betting wallet status. “Money left my bank”, “payment provider approved” and “operator credited my account” describe different stages. Note exactly which stage you can demonstrate.
| What you see | Check next | Evidence to keep |
|---|---|---|
| Bank debit, no wallet credit | Payment status, recipient and reference; operator deposit history | Bank reference, amount and time |
| Card payment pending | Whether the bank labels it pending, completed or reversed | Status screenshot with private details redacted |
| Invalid voucher | Exact product, entry and expiry details | Error text, receipt and serial number |
| Voucher already used | Whether this account received the credit or a previous attempt succeeded | Redemption attempt time and account transaction history |
| Wrong manual EFT reference | Compare the sent reference with the cashier instruction | Proof of payment and the reference actually sent |
Refresh the account history once or sign back in through the official site if the screen appears stale. Check whether a separate wallet or transaction tab shows the amount. Do not interpret a browser error alone as proof that no money moved.
Compare the amount, recipient, timestamp and reference on your receipt with the operator's deposit instructions. Avoid copying new bank details from a message or search result; use the current details inside the official cashier.
If the reference was incorrect, ask the operator to locate the payment using its bank reference and proof of payment. Do not send a second transfer just to supply the correct reference. Keep the original receipt intact and redact unrelated balances or transactions before sharing a copy.
For a payment provider such as Ozow, distinguish a missing operator credit from an error in the payment itself. Ozow's terms, §3B.6–3B.9, separate merchant disputes from payment-processing issues and explain that card or wallet transactions may be pending or declined. They do not establish one waiting time for every method.
If you used Capitec Pay, check whether you approved the matching request. Capitec explains that approval takes place in its app, and that an approved payment cannot simply be cancelled there. Its refund guidance starts with the merchant. This does not mean a betting operator must refund every disputed deposit.
Check the product on the receipt against the cashier option. A code bought at a shop that sells several voucher brands must be entered through the matching product flow. Read the error before trying to correct a typing mistake; if it says redeemed, investigate the status first.
Never publish a voucher PIN in a complaint or send it to someone who contacts you offering to “unlock” it. Open the official support channel yourself. Start with a serial number, purchase receipt and error description; use a verified secure process for any additional details requested.
You can adapt this template. Fill it with facts from your own transaction; do not include passwords, banking PINs, OTPs, full card numbers or a redeemable voucher PIN.
I made a deposit of R[amount] on [date] at [time and timezone] using [method/provider]. The payment reference is [reference or voucher serial]. My bank/provider shows [exact status], but my operator transaction history shows [status or no entry]. The error message was [exact wording]. Please trace the original payment and confirm whether it is pending, credited, rejected or being refunded. Please provide a case reference and the next update time.
Attach a redacted receipt if the official support flow accepts it. Keep the case number and replies together. When following up, refer to the existing case rather than starting multiple contradictory reports.
Use the method-specific period in your cashier or the written response for your case. Record when that period ends, whether it uses business days and what event starts the clock. “Refund approved” and “funds received by your bank” may have different timestamps.
If the stated period passes, ask for the transaction's present status and a reason for the delay. If the transaction was unauthorised, contact your bank or issuer promptly through its official fraud channel instead of treating it as an ordinary slow deposit. Do not describe an authorised transaction as unauthorised to obtain a reversal.
If the operator credited the deposit but you cannot take the balance out, the missing-deposit workflow is no longer the right one. Check the withdrawable balance, verification and applicable terms using withdrawal after voucher funding.
Return to the payments overview for method selection. Never make another deposit because an unsolicited person claims it is required to “release” the first one.