Sometimes, things go wrong. Whether it's missing your train because you stopped to tie your shoelace, or the takeaway driver mixing up orders and delivering the exact type of pizza you hate the most. It's not uncommon for things to not go as planned, and sadly this can happen in the world of online casinos too.
One of the main times when players run into problems is whilst depositing, which, aside from being highly inconvenient, can cause them to feel uneasy and worried – they're making financial transactions after all. Luckily, if you are experiencing difficulties, here at GoWin we offer a great support system so you can rest assured that everything will be sorted out as soon as possible. Furthermore, due to the high regulations of the mobile depositing industry, there's also legal recourse which can help you.
First Port Of Call: Contact Us
If you're having problems depositing, the first thing to do is to confirm the details you've provided are accurate. For mobile deposits this means that the SMS verification code has been entered correctly. We know it sounds obvious, but we're all capable of making a mistake once in awhile. If you're certain that everything is right then the next check is to make sure you have sufficient funds in your account.
If you're a pay-as-you-go user, a deposit will fail if you don't have enough credit on your phone. Pay monthly customers should check with their network provider that mobile billing deposits are accepted, and make sure they haven't already reached their daily depositing limit of £30.
Once you've checked all of these things, if you still think your mobile deposit has gone wrong, or it isn't showing up in your account, then we're happy to be your first port of call. We're available on live chat, once you're logged into your casino account, or via email and telephone. To email us, send a message to [email protected], or to phone us you can call 020 3700 8536 at anytime between 9am to midnight from Monday to Friday.
Remember to include your name and the email address you are registered with in the message, however please DO NOT include any passwords or sensitive details as we can't always be sure that email and telephone communications are secure.
If we can't find anything wrong at our end, then the next step is to contact Boku directly. However, before doing so, make sure that you haven't received an update from them first. All successful Boku transactions will be followed with a receipt via text message. Alternatively, if the transaction has failed, you'll also receive a text message telling you this and confirming the fact that you have not been charged.
If you're still having problems, then Boku encourage you to visit your Customer Care Portal, which you can access by logging in on the Boku website. Here you'll find an extensive FAQ section, which should answer any of your queries, or you can fill out the form to submit a support request. You can also ring the helpline number which can be found on the SMS message.
Contact The Regulators
If you've taken all the steps mentioned above yet are still unhappy, you can contact the regulators to make an start an official enquiry or register a complaint. The mobile payment industry is heavily regulated to make sure customers are protected and their transactions are safe. There main regulator in the UK is the PSA (Phone-paid Services Authority), who are Ofcom approved and who you can contact if you're experiencing problems with your mobile operator or the payment service itself.
You can launch an enquiry with the PSA by email or telephone. They will then either look into the matter on your behalf, or refer you to a more appropriate organization that can help. Everything to do with mobile payments is legally enforced, and both phone networks and payment providers must adhere to a strict code of conduct. This means that if any problem ever reaches this level, there's legal recourse in place to protect you and your rights.