At Betano, we want your experience to be clear, fast, and secure. Here is a simple guide on what to do when a CVU or Alias deposit is delayed in being credited.
Steps you should check
Before contacting support, we recommend doing these quick checks from your device:
- Balance status: Check whether the amount already appears in your available balance on the Betano app or website.
- Bank debit: Verify in your online banking or digital wallet whether the money was correctly debited and if the transaction appears as “Successful” or “Confirmed” (not pending).
- Network processing times: Although CVU/Alias deposits are usually instant, banking networks may occasionally experience delays. If the money has left your bank but has not yet been credited, we suggest waiting a reasonable period before raising a claim.
If your deposit does not appear after 24 hours
If this time has passed, the money has been debited from your bank, and it is still not reflected in Betano:
- Contact support: Please reach out to our Support team via live chat.
- Technical review: An agent will review your case in the system and, if necessary, create a ticket to start an internal investigation.
- Documentation: Have your transfer receipt ready, including the Coelsa ID or reference number, date, time, and exact amount.
What happens during a deposit investigation?
When you report a deposit issue, our team begins a technical review to determine what happened with the transaction. This includes analyzing details such as the amount, date, time, and deposit ID in our systems.
Depending on the case, our team may:
- Confirm the status: Inform you whether the deposit is processed, in progress, or not found.
- Request documentation: Ask for additional proof of payment if the banking network or processor has not sent confirmation.
- Escalate the case: Forward the request to a specialized team for a more detailed review with the relevant financial institutions.
Important: The investigation process may require time and additional documentation. This helps ensure fund security and provides an accurate resolution to your case. We will keep you informed throughout the process.