If you received a specific payment error code, visit Deposit and withdrawal error codes explained.
Why does a declined deposit appear on my bank account?
When a deposit is declined, your bank or card issuer may place a temporary authorisation hold on the amount.
A temporary hold may look like a charge, but the funds have not been collected by AlphiBet. Your bank should release them automatically within a few business days.
Contact your bank or card issuer first to confirm whether the transaction is a temporary authorisation or a completed payment.
If the transaction still appears as a completed payment after 10 business days, contact our Customer Services Team so that we can investigate.
Why was my deposit successful, but my AlphiBet balance has not updated?
A deposit may occasionally be confirmed by your bank or payment provider before it appears in your AlphiBet balance.
First:
Go to My Account → Banking History and check whether the deposit is pending, successful or unsuccessful.
Check that you deposited into the correct AlphiBet account.
Allow the standard processing time for the payment method used.
Contact your bank or payment provider to confirm that the transaction was completed.
If the expected processing time has passed and the funds have left your account, contact our Customer Services Team.
Do not submit the same deposit repeatedly while the original transaction is still pending, as this may create additional transactions or temporary authorisation holds.
What information should I provide?
When contacting Customer Services about a deposit, provide:
The transaction date and time
The deposit amount and currency
The payment method or card issuer
The transaction reference number
A screenshot or copy of your bank or payment statement showing the transaction
A screenshot of any error message displayed
Hide unrelated transactions and sensitive information before sending a statement. Never send your full card number, CVV, password or security codes.
Why does my AlphiBet account show a negative balance?
A negative balance can occur when funds previously credited to your account are later adjusted or reversed.
Possible reasons include:
Bet settlement adjustment: A bet may initially have been settled incorrectly as a win and later corrected.
Reversed or unsuccessful deposit: Funds may have been credited before the payment was confirmed and later removed when the deposit failed or was reversed.
Payment dispute or chargeback: A bank or payment provider may have reversed a previous deposit.
Account adjustment: A correction may have been applied after an account or transaction review.
What should I do about a negative balance?
Go to My Account → Banking History and check your betting history for any recent reversals or adjustments.
If you do not understand why the balance is negative, contact our Customer Services Team before making another deposit. The team can review your account and explain the adjustment.
You may need to clear the negative balance before you can place further bets, but the action required will depend on the reason for the adjustment.