1. First thing: figure out where the money died
Ask yourself two questions: Did the money leave your card, but never show up in MuchBetter? Did it leave MuchBetter, and your casino balance is still sitting at zero?
So what you do:
- In your bank app check if there’s an actual charge, not just “pending”,
- In your MuchBetter app if there is a transaction with that amount/date or not,
- In your casino account’s Deposits if there’s any record there.
2. Money left MuchBetter, casino still empty
This is the classic “where is my deposit” pain. Go see it in the MuchBetter history. Casino says “nope, nothing here”. What I’d do:
- Open the MuchBetter app and dig up the specific transaction: amount, date and time, status, transaction ID.
- Take a proper screenshot.
- Talk to the casino first, not your bank. Send them the screenshot from MuchBetter, your casino username or account ID, amount + date, and literally something like: “Deposit via MuchBetter — funds were debited from my wallet but not credited to my account. Please check this reference ID: XXXXX.”
- If the casino says “we can’t see this payment”, don’t just close the chat. Ask them for written confirmation: a copy of the chat, or an email that says “we don’t see any transaction with reference XXXXX”.
- Now it’s MuchBetter’s turn: email them and attach the screenshot from step 2, the casino’s answer (“we can’t find this payment”), and a one-liner: “Funds were debited from my MuchBetter account but not credited to my gaming account. Please trace this transaction by reference XXXXX.”
3. Money left your card, but didn’t land in MuchBetter
that’s a different story. Here the casino is totally out of the loop, the problem is kind of card to wallet.
What I’d do:
- Look at the transaction details: is it a completed charge or just a temporary hold / pending?
- If the bank says “yes, it was charged”, ask them for the ARN (Acquirer Reference Number) or some transaction trace ID.
- Again, email to the MB support with: ARN / trace ID, screenshot or PDF from the bank showing the charge, date + amount, short description: “Funds debited from my card but not credited to my MuchBetter account.”
- At this point the ball is 100% between bank-wallet. The casino is not part of this chain at all.
4. Two stupid but very common reasons deposits “disappear”
Money went into the non-gaming balance
When you top up MuchBetter by card, sometimes it asks: gaming or non-gaming. If you accidentally picked non-gaming, that money won’t go to casinos. So you just open the app, check if you see a non-gaming balance with exactly that amount, and yeah, that’s where it went. The wallet didn’t eat it, you just put it in the wrong bucket.
It’s not a real charge, it’s just an authorization hold
Very often it’s just auth hold — the system “reserved” the amount, but the merchant (casino, processor, whoever) never finished the transaction. What happens then:
- the hold sits there for a while (can be 7 days, can be up to 30 in worst cases),
- then drops off and the money quietly returns to your card.
Looks scary, but technically nobody “took” the money, it just got stuck in limbo for a bit.
5. Things to collect before you spam support
Most people skip this, and then spend a week in “please send us more details” hell.
Here’s what you want ready:
- Screenshot from MuchBetter: transaction with amount, date, status, reference/ID. All in one frame.
- Screenshot from the casino: Deposit / Transactions page, showing that there’s no deposit with that amount/date.
- Bank proof (only if it’s card → MuchBetter): Line in the statement where the card was actually charged, with date and transaction ID.
- Your casino login and registered email.
Once you have this pack, both casino support and MuchBetter support normally switch from “generic copy-paste replies” to actually tracing the transaction, because you gave them everything they usually ask for anyway.
Some MuchBetter casinos available in the UAE:
