Two identical amounts are not automatically the same transaction. One can be an authorisation and the other a settlement, or two button presses can create two real charges. Compare identifiers and timestamps before calling either one duplicate.
Create two transaction rows
For each entry, record status, amount, currency, timestamp, merchant descriptor, last four card digits and bank reference. Never merge them into one screenshot if that hides different reference numbers.
Compare the casino ledger
Look for two deposit credits, one credit or none. Save the account transaction IDs and balance changes. If both charges funded the balance, the issue differs from a second charge that never appeared in the ledger.
Ask the merchant to map references
Give verified support the two masked bank references and the casino account IDs. Ask which external record maps to which internal deposit. Keep the response and case number before approaching the bank.
Escalate the correct transaction
If a settled debit remains unmatched, identify that exact reference to the bank. AFCA guidance stresses giving the bank transaction details, the reason for the dispute and attempts to contact the merchant.
Before you act
- two bank rows created
- casino credits counted
- merchant mapping requested
- only unmatched charge escalated
Continue with the matching guide
Questions answered
Can pending and completed entries be the same payment?
They can be different stages of one card transaction, so compare references and bank guidance.
What if the casino credited both deposits?
Then both charges may be genuine deposits; ask about the account transaction history before disputing.
What should I give the bank?
Identify the exact transaction, reason, merchant contact attempts and supporting records.