Trace a Zone Card Charge Through Settlement

Capture both ledgers

From the bank, record pending or posted status, amount, currency, descriptor and authorisation reference. From Zone, record the deposit request, processor response and credited amount.

Use timestamps in the same timezone. A pending hold and later settled charge can look like two entries until the bank removes the hold.

• Bank status
• Merchant descriptor
• Authorisation code
• Casino request ID

Identify the payment state

Preauthorisation reserves funds; capture settles a charge; reversal releases a hold; refund returns a settled payment. Ask which state applies instead of using 'charged' for all four.

A cashier failure does not prove the bank hold was captured. Wait for the bank's status or request a trace from the merchant.

• Preauthorised
• Captured
• Reversed
• Refunded

Handle apparent duplicates

Match amounts and references. If two posted charges remain after pending entries clear, open one operator case and notify the bank within its reporting window.

Do not make repeated attempts while the original status is unknown. Each attempt can create another legitimate authorisation.

Prepare a bank-ready file

Include the verified domain, expected descriptor, cashier history and operator response. State whether the dispute concerns an unauthorised transaction, duplicate settlement or missing refund.

Keep protective account closure or gambling-block requests separate so they are not delayed by the payment investigation.

Zone account questions