My balance looks wrong — what do I check?

First step: hard refresh

In 99% of cases, the displayed balance is just stale. Your browser/app cached an old number.

• Desktop: Ctrl+Shift+R (Windows/Linux) or Cmd+Shift+R (Mac)
• Mobile: pull down on the screen to refresh, or close and reopen the app
• Sometimes: log out and log back in

Second step: check transactions

Profile → Transactions shows every credit/debit in chronological order. If your balance is "missing" $100, search for:

• A recent withdrawal you forgot about
• A bonus that locked into bonus balance (not real balance)
• A pending withdrawal in the queue
• A failed deposit that was rolled back

Third step: separate real vs bonus balance

When you have an active bonus, your balance is split:

• Real balance (withdrawable)
• Bonus balance (subject to wagering)

The header sometimes shows the combined total while specific UI elements show only real. Check Profile → Wallet for the precise breakdown.

Fourth step: currency display

If you've recently switched display currency (e.g. USD → BTC), the number changes dramatically but the underlying balance is the same. See account currency display.

Fifth step: check the audit log

Profile → Wallet → Audit log shows every balance change with reason:

• Bet placed
• Bet resolved (with multiplier)
• Deposit credited
• Withdrawal queued
• Bonus credited
• Bonus expired
• Cashback credited
• Manual adjustment (compliance)

If everything in the log adds up correctly to your displayed balance, the balance is right; you just may have miscounted historically.

What if it's actually wrong?

Real balance discrepancies happen extremely rarely (multi-year rate < 1 in 100,000 accounts). When they do, causes are:

• Bug in a specific game's settlement — provider's RNG callback timed out, we re-process within 10 minutes
• Race condition during a bonus expiration — auto-recovery fixes within 1 hour
• Manual compliance adjustment — clearly logged in audit log with reason

Contact support with:

• Screenshot of current balance
• Last activity that changed it (round ID or transaction ID)
• The specific amount you expect vs what's shown

We have the full audit trail for every account. If we made a mistake, we fix it within hours.

What if I think a withdrawal didn't credit but did?

Always check on-chain first. If the TX hash shows confirmed and went to the right address, the funds are spendable in your destination wallet. Sometimes the destination wallet (especially exchanges) hide credit until they re-index — patience often resolves.

When NOT to worry

• A win that "felt" big but the balance change was small — the visual celebration sometimes overstates; check the round ID for the actual win amount
• Balance changing slightly with display currency over time — exchange rates fluctuate; the underlying coin amount is unchanged