I am struggling to deposit, what can I do?

Your bank or payment method provider will have their own rules governing which transactions they are able to authorise. Here are some suggestions, should you experience a declined deposit. Remember, our Customer Success team are on hand to help.

Card Deposits

Check the card details: Did you enter the correct card number and CVV? On the card deposit page, you will see that the on-screen keypad has numbers out of sequence. This is an important security measure, but if you didn't notice you may have entered the wrong CVV.

Try a different card: Certain banks may be more likely to decline payments. An easy way to solve this issue is to use another card, especially if it's issued by a different bank.

Try a lower amount: High value payments can be seen as more risky, which can lead to a greater chance of decline.

Has your address changed recently? If the address registered with your bank is different to the one that we hold on file, this can cause declined payments. Please contact us or your bank to update your address.

3D Secure: All our transactions are covered by 3D secure, which means that you will often be asked to authenticate a deposit using a One Time Passcode (OTP), confirm in your banking app, or complete some other process determined by your bank. Check your smartphone in case you have missed any notifications.

Have you attempted several transactions within a short timeframe?: This can be treated as a fraud risk by card processors. If you've had several successive deposits followed by some declines, it may be worth trying again in a few hours.

Try a different payment method: We offer multiple deposit and withdrawal methods to make it as easy as possible. This includes, E-wallets and Open Banking options.

Other Payment Options

Please contact us. We will investigate the issue for you. If we cannot find a solution, we may suggest an alternative Payment Method.