I won, but the winnings weren’t credited to my account

No worries; in rare cases, a technical delay can hold back the Wallet update. Here’s what to do:

Quick self-checks (1–2 minutes)

1. Refresh the game page and open your Wallet → Transaction History.

2. Check the in-game history (if available) to find the Round ID.

3. Close the game and log back in.

4. Give it a few minutes; some adjustments post after sync.

Still missing? We’ll take it from here.

Email us these details

Send an email to support@goldenpalace.be with as much info as possible to speed things up:

• Date & time of the incident

• Game title and  if known, provider (e.g., Pragmatic, Evolution)

• Stake and, if known, the expected win amount

• Wallet balance at the time of the issue

• Screenshot of any error or end screen

• Round ID / Game ID / Hand reference (usually visible in game history)

• Device & browser (e.g., iOS + Safari / Windows + Chrome) and connection (Wi-Fi/4G)

• Any other helpful info (short videos are great)

What we do next

• We review your logs and, if needed, contact the game provider.

• Once confirmed, we credit your winnings to your Wallet.

• You’ll receive an email confirmation with the investigation result.

Typical timelines

• Internal checks: usually 24–48 business hours.

• With provider escalation: typically 3–5 business days.

Your fun. Your safety. Our priority.
Thanks for your patience; we’ll make sure your winnings are credited transparently and correctly.