Why a deposit can be rejected, frozen or returned

Most deposits go through without anything happening. Occasionally one is held, sent back or declined. These are the reasons.

The funds have to be yours

Deposits must come from a wallet or payment method that lawfully belongs to you and is under your own control. A deposit can be rejected, frozen or returned where it came from a third party, or from an exchange's pooled or custodial address where we cannot establish who owns it.

If you deposit from an exchange and it lands from a shared address, expect us to ask you to evidence that the funds are yours.

Wallet and transaction screening

Cryptocurrency wallet addresses and transactions are screened, with the support of our payment providers, for connections to sanctioned persons, mixing services, darknet markets, stolen funds and other high-risk sources. A transaction connected to one of those may be rejected, frozen, returned or reported, and the account may be suspended or closed.

Verification not yet complete

Where we have asked for verification of your identity, address, wallet control or source of funds, deposits, gameplay and withdrawals can all be restricted until it is done. Completing the request is what lifts it — see What documents we accept.

Below the minimum

Each cryptocurrency has a minimum deposit shown in the cashier. Amounts under it may not be credited and may not be recoverable. Because network fees come off on the way, an amount sent close to the minimum can arrive under it — send comfortably above. See Cryptocurrency deposits.

What we can and cannot tell you

If a deposit is held, contact support and we will tell you what we are able to. In some circumstances the law prevents us from explaining the reason or from confirming whether anything has been reported. Our team is not being evasive with you; they are following a rule they have no discretion over.