Deposit not received: charged but not credited

The money has left your bank account or wallet, but nothing shows up in your casino account. Players from Austria describe this situation in forums in almost identical words: „Einzahlung wurde vom Bankkonto abgebucht, aber dem Casino Konto nicht gutgeschrieben“ (the deposit was debited from the bank account but not credited to the casino account). A missing credit is not a rare one-off; it has a limited number of causes, and each of them has a clear next step.

The method you used also decides whom you need to ask. With a card it is the card issuer, with eps or a bank transfer your own bank, with a wallet the payment service behind it. Which methods the five casinos Spinanga, Lunubet, Bassbet, Spinrollz and Kingmaker list in their cashier for Austria is shown method by method in the overview payment methods compared.

ICharged but not credited: the most common causes

The credit is still being processed. The most frequent case is simply time. Between the debit on the payer's side and the booking in the casino account there is a match between the payment service and the cashier. Whether this takes minutes or hours depends on the method and the casino, and not every brand states a time for it.

The casino shows the payment as failed. A player from Austria reports that the casino's transaction history showed „die Meldung das die Zahlung fehlgeschlagen ist“ (the message that the payment had failed), while the amount had been taken from him. A similar report says the money was „erfolgreich von meinem Paysafecard Konto abgebucht“ (successfully debited from my Paysafecard account). Such cases show that what the casino displays and what the payment service displays can differ. Both voices concern Paysafecard; Paysafecard is not listed in the Austrian cashier of any of the five brands, and neither is PayPal.

The bank did not execute the order. Under § 73 ZaDiG 2018, the Austrian Payment Services Act, a payment service provider may refuse an authorised payment order if its execution would breach a provision of EU or national law. A refusal can therefore come from the bank or the card issuer, not only from the casino. For card payments the refusal can also come from the card issuer; how Visa and Mastercard appear in the cashiers is covered on the page about credit cards at casinos.

The payment method is not matched to the account. All five brands require proof that the payment method used belongs to the player. If the money comes from an account or wallet that cannot clearly be matched to the customer account, processing is delayed until that proof is provided. At Spinanga, deposits and withdrawals can be blocked until verification.

Crypto and third-party services. With cryptocurrencies and wallets such as Skrill, another service sits between player and casino. One player writes: „30 euro mit skrill einbezahlt aber das geld kommt nicht auf das casino konto“ (paid in 30 euros with Skrill, but the money does not arrive in the casino account). In the Austrian cashiers of the five brands, Skrill is listed for withdrawals only. Another report says a player from Austria had successfully deposited cryptocurrency; the credit never arrived, and the casino did not take part in resolving it.

IIWhat the casinos state about crediting

Spinanga and Lunubet give a time frame for crediting deposits. Spinanga states in its help centre that deposits are credited „almost instantly“ in the vast majority of cases, but that it can take up to two hours. Lunubet uses the same wording in its FAQ: „almost instantly“ in the vast majority of cases, up to two hours possible.

For Bassbet, Spinrollz and Kingmaker the data contains no statement on crediting time. That does not mean deposits take longer there, only that these brands give no time. If you are waiting for a credit at one of these three casinos, you have no guide value from the terms and should ask support.

The two existing statements give a simple rule: at Spinanga and Lunubet, a missing credit within the stated two hours is still within what the casino itself announces. Only after that is it worth getting in touch with proof. A second deposit of the same amount before the first one is cleared only doubles the open transactions and makes the match harder for support.

Payments from Austria to online casinos also sit within a legal framework that affects the bank side. Banks and payment services decide on the basis of the Payment Services Act whether to execute an order. How the monopoly, the banks and the planned payment blocking fit together is explained on the page about the legal situation in Austria.

IIIPending bookings and bank business days

In online banking a payment often appears first as a pending booking (Vormerkung) and only later as a final booking. For the question of whether money was charged or not, this difference matters: a pending booking shows that an amount is reserved, but says nothing yet about whether and when the money reaches the recipient. For the casino's support, the final booking with date, amount and recipient is therefore more useful than a mere reference to a pending amount.

The five brands give no statement on the bank-side duration for deposits. If you deposit at a weekend or on a public holiday using a bank transfer or eps, keep your bank's business days in mind; the Payment Services Act also ties deadlines to the business day.

With eps, the deposit is approved in the online banking of your own bank. It helps to save the confirmation as a screenshot after approval, before switching back to the cashier, because exactly this confirmation is needed if the credit is missing. How an eps transfer works at the five casinos is shown on its own page.

If the payment shows as finally booked in your account and the casino's waiting time has passed, the case is ready for support. If it only shows as pending, the transaction can still resolve itself, either towards a credit or towards release of the reserved amount.

IVWhat proof the casino asks for

A complaint from Austria sums up the problem: „das Casino lehnt immer wieder meinen Nachweis der Einzahlung ab“ (the casino keeps rejecting my proof of deposit). Whether a statement as PDF, a screenshot or a printout is accepted is defined with different precision by the casinos. The most concrete statement for a missing deposit comes from Spinanga.

For the document itself: it must clearly link the payment to your own name. A screenshot that only shows an amount is not enough under the Spinanga wording, because name and account number are missing. For a transfer, the bank statement with recipient and reference is the clearest document; more on paying by bank transfer is on the page about bank payments.

• Spinanga: for a missing deposit, a screenshot of the transaction with name, account number and details; in general, proof of ownership of the payment method and transaction history, i.e. bank, e-wallet or credit card statements, usually 1–3 months. Deposits and withdrawals can be blocked until verification.
• Lunubet: proof of ownership of the payment methods and transaction history with bank, e-wallet or credit card statements, according to the FAQ usually 1–3 months; the terms cover the proof in section 5.1.
• Bassbet: transaction histories of the payment methods used, i.e. bank or credit and debit card statements, plus proof of ownership, a certified ID and proof of address; documents within 30 days, checked usually within 10 days.
• Spinrollz: proof of ownership and transaction histories, for example bank or card statements; for refunds Spinrollz checks ownership of the payment method; documents within 30 days, checked usually within 10 days.
• Kingmaker: proof of ownership and transaction histories of the payment methods, ID and proof of address; submission within 30 days, according to the terms usually 10 days for the check. For bonuses Kingmaker also requires proof of payment according to its promotions page.

VContacting support

All five brands offer live chat and email. The differences are in availability, language and whether there is a separate address for complaints.

If after such a case you want to switch to PayPal, you will not find it in the Austrian cashiers: background and listed alternatives are described on the page about PayPal at casinos.

• Spinanga: live chat and email to [email protected]; according to Casino.Guru live chat is available 24/7, according to LCB there is no phone support. Help centre and bonus terms are in German, the terms at /de/rules are currently only in English (v1.12), a German version v1.8 is in the archive (December 2025).
• Lunubet: live chat and email to [email protected], complaints to [email protected]; according to Casino.Guru live chat 24/7. German terms, FAQ and promotion conditions are available under /de/, but according to the terms the English version prevails.
• Bassbet: live chat and email to [email protected]; support 24/7 according to the operator, live chat 24/7 in English according to Casino.Guru. Website and terms are available in German, customer support and live chat only in English according to Casino.Guru.
• Spinrollz: live chat and email to [email protected], around the clock; German interface and terms under /de/, the English version is legally binding.
• Kingmaker: live chat and email to [email protected], around the clock; according to Casino.Guru website, support and live chat are available in German.

Live chat suits the first report, email everything that later has to be documented. One voice from Austria shows why: „im live chat arbeiten nur idioten die null helfen“ (the live chat staff are useless). If you send the report by email, you have the date, content and attached proof in writing. The message should include date and time of the payment, amount, method, the transaction number from the cashier or banking and the screenshot with name and account number.

VIIf nothing happens: ask your bank or payment service

If the credit still does not arrive after support has replied, it is the payment service's turn. With a wallet such as Skrill the question is whether the service or the casino is responsible. The answer has two parts: both, but in this order. The casino can say whether an incoming payment is booked on its side. The bank or wallet provider can confirm whether and to whom the payment was executed. The rules under which banks execute or refuse such payments are summarised on the page about payments and the law in Austria.

At the bank, ask for an investigation into the specific payment. According to Casino.Guru, in such cases this investigation with the payment provider is often the only option left, and it can take about a month. For the enquiry the bank needs the same data as the casino: date, amount, recipient and, if available, support's reply.

One provision of the Payment Services Act is often misunderstood in this context. Under § 67 ZaDiG 2018, the payer's payment service provider refunds an unauthorised payment transaction at the latest by the end of the following business day. The rule expressly concerns unauthorised transactions, i.e. debits the account holder did not approve. A deposit you confirmed yourself in the cashier and in banking is a different case.