Articles on: Deposits & Balance

Deposit not credited, money deducted, what to do?

If your payment didn't go through, but the money was deducted from your card, please follow these instructions:


  1. Make sure that more than 60 minutes have passed since the deduction.
  2. Send us the receipt in PDF format. It needs to be downloaded directly from your bank's mobile app.
  3. Include your site ID in the request.


Why this is important: The payment provider only accepts original PDF statements for the correct search of the transaction. Unfortunately, screenshots are not accepted.


We will promptly pass the data to the payment system and help resolve the situation.

Updated on: 28/08/2026