A missing casino credit, an unauthorised charge and a service complaint are different disputes. Starting with the correct category protects the evidence trail. A chargeback is a card-scheme process with specific reasons and time limits, not a universal instant refund.
Classify the complaint
Decide whether the transaction was unauthorised, duplicated, settled but uncredited, or credited and later wagered. Do not describe an authorised deposit as fraud because the balance outcome was disappointing.
Trace the merchant record
For an authorised missing credit, give verified casino support the amount, time, descriptor, masked card and bank reference. Save the case number and response. AFCA notes that banks need transaction details and attempts to contact the merchant.
Ask the bank about the available right
If the issue remains unresolved, identify the exact settled transaction and explain the merchant outcome. The bank determines whether a chargeback reason and deadline apply; it cannot simply reverse every processed payment.
Preserve account consequences
A disputed payment can affect the casino account while it is investigated. Save balances, withdrawals, support messages and transaction history before filing. Do not make new deposits to restore access during the dispute.
Before you act
- complaint category chosen
- merchant trace completed
- bank deadline checked
- account records preserved
Continue with the matching guide
Questions answered
Is a chargeback the first step for a missing credit?
Usually trace an authorised deposit with the merchant first, then ask the bank about rights if unresolved.
Does the bank have to refund every disputed charge?
No. A valid chargeback reason and scheme timeframe must exist.
What if I did not authorise the transaction?
Report it to the bank promptly as unauthorised and follow its security instructions.