Common deposit/card payment issues

Authenticating a card deposit

Banks and card issuers have recently adopted a new security measure called 3D Secure 2.0. Under this new system, your payment provider may now ask you to authenticate payments when you wish to make a deposit.

Authentication may be requested for many reasons, such as any new deposits, or deposits with updated card details. The authentication process may vary by each individual bank or card issuer; however, this will usually take the form of a push notification or text message from your bank.     
If you do not successfully authenticate the payment, then your deposit will decline.

If you need further support with this, please reach out to your card issuer.

General payment card declines

Unfortunately, general payment card declines are out of our control, and we don’t have any other information apart from that your card has been declined by the issuer. Please contact your card issuer for more information. If your balance is below £2 you can change your payment method and try a different card.

Incorrect CVN (security number) or other details including expiry / Lost or Stolen

Please follow the technical support steps for the app or desktop browser and restart your device before attempting to register your new card again. It is very important that all details are entered correctly including your name as it appears on your card.

Card in use

This means that another player has this card attached to an account and you will not be permitted to register this card. If you have access to more than one account with us or wish to discuss this further, then please click here to speak with our CS team.