The bank sent it back and nobody could find it

Please send the original withdrawal reference, the bank return reference and the return date privately. We need to trace the return rather than keep checking the outgoing payment.

Done. The win was on Book of Dead, cash, no bonus. I never got the payment so it isn't a second withdrawal I'm asking for.

We found the outgoing instruction, but the provider's return has not yet been matched to the player's ledger. We have sent the return reference to finance for reconciliation. The original EUR 1,110 request remains recorded.

Thank you. Please update the player once the return is matched and say whether you'll reissue it or restore a withdrawable balance. StaRMeoW240 shouldn't need to deposit again to create a replacement.

They asked me to put in another request but balance is zero. Sent them that screenshot. You can't request zero euros.

I've raised that with finance. Until the return is restored or a replacement is created, telling you to request again doesn't provide a usable next step.

The provider return has now been matched. We created a replacement payment for EUR 1,110 using the corrected full beneficiary name. It is scheduled for release on Monday 7 September. No play or new deposit is required.

New email says sent, reference ends R1. Waiting for the bank.

Money in. €1,110 exactly. It took long enough but the person who finally dealt with it did explain what happened.

Closed as paid. The bank return was reconciled and the replacement reached you; the first outgoing instruction alone had not completed the payment.