When it does not add up
EUR payment troubleshooting: when the credited amount looks wrong
A credited amount that is a little less than you expected is usually a conversion, not a loss. A credited amount of nothing is a different problem. The first step is to find out which of the two you have.
The answer sits in two figures, the one in the cashier and the one at your bank.
Is it a gap or a failure?
Look at the bank first. If the bank shows the payment taken, the money has left and the question is where it is. If the bank shows nothing or a reversal, the payment failed on the way. Roobet’s help article says a rejected card deposit is refunded automatically to the original account and suggests checking the bank to confirm the refunded amount. Its common causes are insufficient funds and a bank decline.
A small difference
A small difference between the amount taken and the amount credited is the usual fingerprint of a conversion. BitStarz’s terms say that a card payment in a currency other than the euro may be taken slightly above the displayed amount because of conversion at your bank or in the website’s payment processing. FortuneJack’s terms say the rate may be set by its processor at the time of processing and that it is not responsible for losses from currency conversion. The difference is real, it is explained, and you are unlikely to recover it.
What to send to support
Send one message with the date and time, the amount you typed, the currency on the cashier screen, the amount your bank took with its currency, the amount credited, and a screenshot of each. Do not send a second payment while you wait: Stake’s help article says a card deposit is processed in near real time, in some cases within one to three business days, so a delay is not a failure.
Short answers
My bank took money and nothing was credited. What now?
Wait out the stated processing time, then write once to support with the two figures and the screenshots. Do not pay again.
Can the difference be refunded?
A conversion difference is usually explained rather than refunded. A failed payment is a different matter and is refunded to the original account.