Have you made a deposit and the money is not in your player account balance? Find out the possible reasons and what to do.
First of all, please check that you have enough funds to pay the requested amount.
Deposit by debit card
If the amount you attempted to deposit is found in your bank account with the status "Pending", please contact your card-issuing bank for more information.
If you have made an online deposit and the money is not found in your player account, and the deposited amount appears as paid and is not found with reserved/blocked status in your bank account), please write to us at support@napoleongames.be or via the chat and send us the proof of the transaction made.
Deposit by PaysafeCard
If the transaction has been processed in your PaysafeCard account but the amount does not appear in your Napoleon account, please chat with us or send an email to support@napoleongames.be containing:
- Your email
- Proof of transaction found in your PaysafeCard account history.
We will create a file for our technical department and get back to you as soon as possible by email.
In other cases, there is a possibility that the transaction appears "Pending" in your Napoleon account but has not been processed in your PaysafeCard account, which means that the deposit steps are not completed.