A wallet debit and a casino credit are two records. When they disagree, preserve both references and do not repeat the transaction while it is pending.
Do not repeat the payment
A delayed first transaction can still complete. A second approval can create two valid debits.
Check the operator cashier, bonus wallet and main balance separately, then check the mobile-money status.
Collect matching transaction details
Record the phone number, merchant, amount, currency, wallet reference, operator reference and exact time.
Hide the full PIN and OTP. Support does not need those secrets.
Contact the right side first
If the wallet says successful but the operator shows nothing, open a cashier ticket with the operator reference. If the wallet remains pending or reversed, contact the mobile network.
Keep responses from both sides until the final status and balance agree.
Requests that indicate fraud
Do not send an extra ‘tax’, ‘verification fee’ or payment to a personal number. Do not install remote-control software so an agent can inspect the phone.
Use the operator account and the network’s official support only.
Frequently asked questions
Should I deposit again?
No. Wait for a final status and trace the first reference.
Which reference do I need?
Keep both the mobile-money transaction ID and operator cashier reference.
Can support ask for my PIN?
No. Never share a wallet PIN or OTP.
Could the deposit be in a bonus wallet?
Yes. Check the main, bonus and promotion balances separately.
Who should I contact?
Start with the operator for a successful wallet debit missing from the account, and include the network if the mobile transaction itself is unresolved.