Troubleshooting Guide: Common Deposit Issues
Managing your deposits smoothly ensures an uninterrupted and enjoyable gaming experience. This guide explains common deposit concerns—such as bonus display issues, pending amounts, refunds, and verification requirements—and offers clear steps to troubleshoot them.
Why Does My Balance Show More Than I Deposited?
Sometimes, your displayed balance may be higher than your actual deposit due to applied bonuses.
Example:
A 50% deposit bonus may turn your €20 deposit into €30 balance (€20 real money + €10 bonus money).
How Bonuses Work:
Bonus funds are used only after real money is played.
In welcome offers, bonus and real money might merge into one balance display.
Tip: Always review bonus terms and conditions, and refresh the page if the balance looks off.
Why Is My Deposit Pending or Not Showing?
Pre-Authorization Hold
Some payments show as “Pre-Auth” (pre-authorized) and are pending approval from your bank or payment provider.
Most resolve within minutes or hours.
Verification or Account Restrictions
Deposits may be paused if your account requires verification (like Source of Funds or ID checks).
Check and submit requested documents in your account’s verification section.
Why Was My Deposit Canceled or Refunded?
Bank or Provider Cancellation
Sometimes, deposits are automatically canceled and funds are returned within 1–3 business days.
Check with your bank for transaction updates.
Unrecorded or Missing Deposits
If no record of the deposit exists, provide a screenshot of your bank statement showing:
Transaction reference number
Amount
Date
Tip: Share this with customer support to help them investigate.
Steps to Troubleshoot Deposit Issues
Verify Documentation
Make sure your KYC and payment details are up to date.
Check Deposit Status
Review your transaction history both in your account and with your payment provider.
Contact Support
Reach out via Live Chat or Email with:
Your registered account email
Screenshot of the bank or wallet transaction
Reference number and date
Support Contacts:
Live Chat: 24/7 in Help Centre
Email: support@wheelz.com
Important Notes
Bonuses are subject to wagering terms; check before withdrawing.
Pre-authorized or refunded deposits may take time depending on your bank.
For urgent issues, provide clear transaction details to support for faster resolution.