Made a deposit but your balance hasn't updated? Don't panic. Most payment issues have simple solutions. This guide covers the most common scenarios and walks you through the steps to recover your funds quickly.
Wait Before Contacting Support
Deposit delays are usually temporary. Wait 15-30 minutes before taking action, as most transactions process automatically within this time.
Common Deposit Issues
Here are the most frequently encountered payment problems and their solutions:
Bank Transfer Not Reflected
- EFT transfers only process during banking hours
- Weekend transfers are processed on Monday
- Incorrect IBAN entered
- Missing or incorrect reference note
- Check your bank statement for confirmation
- Verify the IBAN you sent funds to
- Contact Live Support with your bank receipt
Papara/E-Wallet Deposit Missing
- System congestion during peak hours
- Amount below minimum deposit requirement
- Incorrect recipient details
- Check your Papara transaction history
- Verify recipient account number
- Take a screenshot and contact support
₿ Cryptocurrency Deposit Delayed
- Network congestion (slow block confirmations)
- Incorrect wallet address
- Wrong network selected (e.g., ERC-20 vs TRC-20)
- Transaction fee too low
- Check transaction hash on blockchain explorer
- Verify confirmation count (usually needs 3-6)
- Submit transaction hash to support
Withdrawal Not Received
- KYC verification pending or incomplete
- Bonus wagering requirements not met
- Bank-side processing delay
- Incorrect account information
- Check withdrawal status in your account
- Complete identity verification if pending
- Review bonus wagering progress
- Wait 24 hours before contacting support
What to Prepare Before Contacting Support
Having the right information ready speeds up the resolution process:
Support Request Checklist
Bank receipt or transaction confirmation - Screenshot or PDF showing the transfer details
Transaction date and time - Exact timestamp of when you made the transfer
Amount sent - The exact amount including any fees
Your Betpas username - The account you expect funds to appear in
Transaction hash (for crypto) - The blockchain transaction ID
Always take a screenshot or save your bank receipt for every deposit you make. This documentation makes resolving issues much faster if something goes wrong.
Refund Process
If a transaction was sent incorrectly, here's how the refund process works:
Contact Live Support
Open a chat with Live Support and explain the issue. Provide all relevant transaction details.
Submit Documentation
Share your bank receipt, transaction ID, and any screenshots that verify the transfer.
Wait for Investigation
The team will investigate your case. This typically takes 24-72 hours depending on complexity.
Receive Resolution
Approved refunds are returned via the same payment method used for the original transaction.
Funds sent to incorrect accounts (wrong IBAN, wrong wallet address) may not be recoverable. Always double-check recipient details before confirming any transfer.
How to Prevent Payment Issues
Follow these best practices to avoid payment problems:
Verify Before Sending
Double-check IBAN, wallet address, and account details before confirming any transfer.
Check Limits
Ensure your amount meets minimum requirements and doesn't exceed maximum limits.
Add Reference Notes
Include your username in the transfer note/description when required.
Save Receipts
Keep screenshots and bank receipts for every transaction you make.
Use Your Own Accounts
Only send funds from accounts registered in your own name.
Check Network (Crypto)
For cryptocurrency, always verify you're using the correct blockchain network.
Need Help With a Payment Issue?
Our 24/7 Live Support team is ready to help you resolve any transaction problems.
Contact Live Support