A duplicate charge can be worrying, especially when your bank balance shows two payments for one Spin galaxy deposit. The quickest approach is to check the transaction details, confirm whether one payment is still pending, and contact spin galaxy with clear evidence. This guide explains what to check first, what information to send, and when your bank may need to investigate.
Check whether the Spin galaxy charge is truly duplicated
Start by comparing both entries in your banking app. A payment can appear twice when one entry is a temporary authorisation and the other is the completed transaction. Look at the amount, date, merchant description and status. If one payment says “pending”, it may disappear automatically after your bank finishes processing it.
Compare the payment details before reporting it
A genuine duplicate usually shows two completed transactions for the same amount, made close together. Also check your Spin galaxy balance and cashier history. The public account guidance says game history can be opened through a game menu, while banking activity should be checked inside the account area. Do not make another deposit until the position is clear.
Review the payment method and deposit timing
Spin galaxy’s New Zealand banking information lists Apple Pay, Mastercard, Visa, paysafecard, NETELLER, Skrill, EcoCard and Swift bank transfer. The published minimum for several card and wallet methods is NZ$10, but maximum deposit amounts were not stated publicly. A payment processor can also show a second pending authorisation even when only one deposit reached the casino account.
Use the method’s normal processing pattern
Displayed withdrawal estimates range from instant for some e-wallets to 1–3 business days for Visa and Swift bank transfers. Those figures concern withdrawals, not necessarily duplicate deposits. For a payment dispute, save the exact timestamps and statuses shown by your bank rather than relying on memory.
| Payment method | Published deposit minimum | Publicly stated maximum |
|---|---|---|
| Apple Pay | NZ$10 | Not stated |
| Mastercard | NZ$10 | Not stated |
| Visa | NZ$10 | Not stated |
| NETELLER | NZ$10 | Not stated |
| Skrill | NZ$10 | Not stated |
| Swift bank transfer | Not stated on the method card | Not stated |
Contact Spin galaxy support with useful evidence
Contact Spin galaxy support through the available live-chat or email route as soon as you confirm that both charges completed. Keep the message calm and specific. Include your username, the deposit date, the two amounts, the payment method and the last four digits of the card or account where appropriate.
Send a complete duplicate-charge report
Attach screenshots showing both transactions, but hide your full card number, security code, password and other sensitive details. Ask support to confirm which deposit was credited and to reverse the uncredited payment. Do not send identity documents through an unverified contact channel.
- State the two transaction amounts and timestamps.
- Explain whether one or both payments appear as completed.
- Show your account balance or cashier record if it does not match.
- Request a case or reference number for follow-up.
- Keep copies of the message and every reply.
Allow time for verification and payment reversal
A casino may review a duplicate payment before issuing a refund. Its published terms allow identity, address and payment-ownership checks, and a transaction context of €2,000 can trigger verification. That does not mean every smaller duplicate is suspicious, but support may still ask for documents before returning funds.
Understand what a refund may involve
Funds normally return through the original purchasing method where possible. The withdrawal policy also says eligible Visa refunds are supported. Bank processing can add time after the casino approves a reversal, so ask whether the transaction has been refunded, voided or is still under review.
| Relevant published detail | What it means for your case |
|---|---|
| Live chat is advertised 24/7 | You can report the issue without waiting for business hours. |
| Payment ownership may be checked | The payment account should belong to the player. |
| Address documents may need to be under six months old | Older proof may not meet the stated terms. |
| Direct bank withdrawals below NZ$500 may incur NZ$5 | Ask whether any fee applies to the proposed return. |
| A 24-hour reversible period is stated for withdrawals | Do not assume every cash movement is final immediately. |
Escalate the issue through your bank
If Spin galaxy does not resolve two completed charges, contact your bank or card provider. Explain that you are disputing a duplicate transaction, not simply requesting a chargeback because you changed your mind. Give the bank your casino correspondence, screenshots and transaction references. Your bank may first ask you to complete the merchant-resolution process.
Protect your account while the review continues
Change your casino password if you suspect unauthorised access, and check for unfamiliar deposits or withdrawals. Never share a one-time banking code with support. If the second payment was not made by you, tell the bank clearly that it is an unauthorised transaction and follow its fraud-reporting instructions.
Practical takeaway
Check the status of both entries before taking action, then send Spin galaxy support a concise evidence-based report. Keep sensitive information private, record every reference number and allow for bank processing after an approved refund. If two payments remain completed and the operator does not correct the account, your bank is the next sensible escalation point.
Frequently Asked Questions
These answers cover common situations that can make a duplicate deposit look more confusing than it is.
What if one Spin galaxy payment is still pending?
Wait until your bank finishes processing it unless the pending entry becomes completed or remains for an unusually long time. Contact support if your account received only one credit but both entries settle. Your bank can explain its authorisation process and whether the pending amount will be released.
Can I keep the second deposit if it reached my account?
Do not spend or withdraw money from a duplicated credit while the transaction is being checked. Tell Spin galaxy support that the account received two credits and ask how the extra amount will be removed. Using disputed funds can complicate the review and any later refund.
Does a new player bonus affect a duplicate charge?
A bonus attached to the first qualifying deposit may have separate terms from the payment itself. Do not assume that a spin offer, loyalty credit or other promotion transfers to a replacement deposit. Ask support to explain the treatment of any bonus before accepting, cancelling or withdrawing funds.
What information should I never send to support?
Do not send your full card number, card security code, online-banking password or one-time authentication code. Use only the official support route associated with your account. Screenshots should show enough detail to identify the transaction while concealing information that could be used to access your funds.