EnglishImagine you make a deposit to your Roby account, the bank app shows money leaving your balance, but your casino balance stays the same. Before checking the transaction status, you might assume the payment failed and try again. If the bank shows the payment as pending rather than completed, that one detail changes the sensible next step: wait and verify its status instead of risking a second deposit.
For New Zealand players, a delay can come from the bank, the payment provider or a mismatch between the payment and account details. The checks below help separate those possibilities without assuming every payment method has the same processing time. For account-specific payment information, check the cashier and help options after signing in to Casino Roby; available methods and requirements can vary.
Why has my Roby deposit not appeared?
Start by comparing the payment status in your bank or payment app with the status shown in the casino cashier. A bank entry marked pending, processing or authorised may be a temporary hold rather than a completed transfer. In that case, the funds may not yet have reached the payment provider, so the casino balance may remain unchanged.
If the bank marks the transaction completed, check whether the cashier lists it as pending or declined. A completed bank-side payment paired with a pending casino entry can indicate processing time between providers. A declined entry may mean the payment was rejected, although an authorisation can still briefly appear in your bank balance. The bank or payment provider can confirm whether money was actually taken or only reserved.
| What you see | Likely explanation | Next check |
|---|---|---|
| Pending at the bank | Payment is still processing or awaiting confirmation | Wait for the bank’s final status |
| Completed at the bank, pending in the cashier | Provider confirmation may be delayed | Keep the transaction reference and check again |
| Declined in the cashier | Payment details, limits or issuer approval may be involved | Ask the bank whether it rejected the transaction |
Do not treat a balance reduction alone as proof that the casino received the deposit. Check the final status and the transaction record before deciding whether to make another payment.
What should I verify before I retry a payment?
First, confirm that you are signed in to the Roby account where you intended to deposit. Then open the cashier and check the deposit history, including the date, amount and displayed status. Compare those details with the bank record. A different amount, an interrupted checkout or a payment started from another account can make a transaction harder to identify.
- Check that the payment method is currently offered in the cashier and that you followed its on-screen instructions.
- Review any minimum or maximum deposit limits shown before payment; do not assume the same limit applies to every method.
- Confirm that the payment account details are yours and match the requirements displayed for your chosen method.
- Look for a confirmation message, receipt or transaction reference, and note the date and New Zealand time.
- Check whether the payment is still pending before starting another one, to avoid duplicate deposits.
If the first attempt is clearly declined and the bank confirms no payment was completed, you can review the details and choose whether to try again. If money has left your account or the status is unclear, pause instead. Repeating the payment before the first attempt is resolved can create two transactions that need separate investigation.
When should I contact Roby support or my bank?
Contact the payment provider or your bank if the transaction is pending beyond the timeframe they gave you, or if you need to know whether funds were captured, reversed or held. Contact Roby support when the bank confirms a completed payment but the deposit is still missing from the cashier, or when the casino status does not match the information from your provider.
Give support the deposit amount, date and time, payment method, cashier status and transaction reference. Include only the information requested through the official support channel. Never send your password, full card number, security code or one-time banking code. If asked for a screenshot, hide unrelated transactions and sensitive account details while keeping the relevant status and reference visible.
Ask for a case number or written confirmation so you can follow up without repeating the whole explanation. If the provider confirms a reversal, allow for the bank’s own posting time before treating the funds as available again. Support can investigate the casino-side record, while the bank or payment provider is best placed to explain its own processing or release of funds.
Edge case: the bank says “completed”, but the account details do not match
A completed payment can still need extra review if the payment account name differs from the Roby account details, or if a deposit was sent using instructions from an earlier attempt. The bank’s completed status confirms its side of the transaction; it does not establish that the payment has been matched to the correct casino account. Do not send another payment to correct the mismatch. Contact support with the reference and ask what verification is required. In 2026, keep the original receipt until the deposit is credited or the funds are returned, and follow only the instructions shown in your account or provided through official support.