A blockchain transfer and a balance update are two separate events. Between them sit network confirmations and processing on the casino side, and a stalled deposit almost always fits one of a handful of familiar patterns. The checks below take a few minutes and usually answer the question without anyone's help.
Step 1. Confirm the transfer actually left
Open the wallet or exchange you sent from and find the operation. It should carry a transaction hash — the TXID. If there is no hash and the status still reads "pending" or "under review", the coins have not reached the blockchain yet. The delay belongs to the sender, not the recipient.
Exchanges routinely hold withdrawals for manual review, especially the first time you send to a new address or when a security lock is active. Nothing on the receiving side can move that along.
Step 2. Read the transaction in a block explorer
With the TXID in hand, open an explorer for the relevant network and check three things: status, confirmation count and the receiving address. A confirmed transaction pointing at the address the cashier showed you means the funds arrived where they should, and what remains is processing.
Few confirmations simply means waiting. The pace is set by the network itself, and a transfer sent with a low fee can wait hours to be included in a block at all — a busy mempool is cleared by fee, the highest first.
Step 3. Check the network, not just the ticker
A network mismatch is the single most common reason a deposit appears to vanish. USDT exists on TRC-20, ERC-20, BEP-20, TON and SOL; USDC on ERC-20 and BEP-20 — and every coin/network pair has its own deposit address. Sending TRC-20 tokens to an address issued for ERC-20 will not credit anything, however familiar the string looks.
Supported networks are listed on each coin page, for instance USDT or BTC. If the network really was wrong, self-diagnosis ends there and the case belongs with support.
Step 4. Check the address and any extra fields
Deposit addresses on Tonza are personal, one per coin/network pair. Problems appear when an address is copied partially, pulled out of an old chat, or swapped by clipboard-hijacking malware. Match the first and last characters shown in the explorer against the ones in the cashier.
Check as well whether the deposit page asks for anything beyond the address itself. If extra fields are displayed, they have to be carried into the sending wallet exactly as shown, otherwise the payment cannot be matched to an account automatically.
Step 5. Look at the amount that actually moved
The network fee comes out of what you send, so the sum reaching the address is smaller than the one you typed. Work with the figure the explorer reports — that is what the balance should be compared against.
When to contact support
Get in touch when the transaction has gathered confirmations on-chain, the coin, network and address all match, and the balance still has not moved. Get in touch immediately if you have already spotted the mistake yourself — wrong network, wrong address, a required field left blank. Waiting changes nothing in those cases.
Have the details ready: TXID, coin and network, sending address, receiving address, exact amount and time of sending. A screenshot from the wallet helps.
Support runs through the on-site chat for logged-in users, the Telegram bot @TonzaSupportBot and [email protected]. One channel is enough; the same request duplicated across all three only fragments the thread.
Three things not to do
- Do not resend the same deposit "just in case" — two transfers are harder to untangle than one.
- Do not try to speed up a confirmed transaction; once it is in a block, nothing external affects it.
- Do not accept help from strangers in direct messages. Staff never write first and never ask for a seed phrase, private key or account password.
More cashier and game explainers are collected in the news section.
