Resolve a PayID Recipient or Account-Name Mismatch

Verify the displayed recipient

Compare the PayID identifier and beneficiary name shown by the bank with the current signed-in cashier. If the name is materially different from the expected payment processor or operator, do not confirm. Re-enter the identifier manually and ask authenticated support to verify it; do not rely on a screenshot from a message.

Compare the sender to the player profile

Check the legal name on the bank account against the verified casino profile. Record a legitimate name change, middle-name omission or joint-account detail. Do not edit a statement or use another person's account to make the names appear consistent.

Prepare ownership evidence

Use a bank document showing account-holder name, institution, account suffix and relevant transaction. Mask unrelated details where allowed. Submit through the secure upload area. A PayID alias such as a phone number does not by itself prove who owns the underlying bank account.

Get a written credit or refund decision

Ask whether the transfer can be manually matched, must be returned, or requires a specific ownership check. Keep the case reference and do not send another payment until the first amount has a final ledger outcome. Confirm any refund on the bank statement rather than relying only on a support status.

Frequently asked questions