Deposit Decline Codes Chart

Article Title
Deposit Decline Codes Chart

Category
Deposit and Bonus / Decline Issue

General Information
Deposit attempts may be declined for a variety of reasons depending on payment method, system checks, bank responses, or account restrictions. Each decline includes an internal error code that identifies the issue and determines the appropriate resolution.

Purpose / Objective
To guide agents in identifying deposit decline reasons using error codes and providing accurate troubleshooting steps to players.

Scenario / Use Case
A player contacts support asking why their deposit failed or provides an error code they received during a deposit attempt.

Step-by-Step Instructions

1. Locate the error code associated with the failed deposit.
2. Identify the type of decline (technical, bank, limit, card, ACH, PayPal, etc.).
3. Match the code to the correct explanation.
4. Provide the appropriate resolution or next steps.

Common Decline Categories & Key Codes

System / Technical Errors

• Codes: 10, 150, 180, 621, 910, 912, 915
• Cause: System or processing issue
• Action:
  • Verify player input
  • Recommend trying again later or using another payment method

Deposit Limit Reached

• Codes: 894, 896, 897 (Daily), 898 (Weekly), 899 (Monthly), 918, 951
• Cause: Deposit exceeds system or Responsible Gaming limits
• Action:
  • Inform player of limits
  • Advise reducing deposit amount or adjusting limits

Card Detail Errors

• Codes:

  • 902 → Invalid card number
  • 903 → Invalid expiration date
  • 905 → Incorrect name on card
  • 906 → Invalid CVV

• Action:

  • Ask player to re-enter correct details exactly as shown on card

Minimum Deposit Issue

• Code: 907
• Cause: Deposit below minimum threshold
• Action:
  • Inform player of minimum deposit requirement

Fraud / Security Restrictions

• Codes: 909, 923, 927, 978, 979
• Cause: Card flagged (fraud, multiple cards, lost/stolen, blocked)
• Action:
  • Suggest alternate method
  • In some cases:
    • Request documents (ID + card)
    • Escalate to Compliance

Expired or Invalid Card

• Code: 928
• Cause: Card expired
• Action:
  • Ask player to add updated card details as a new card

Bank Declines

• Codes: 920 (non-ACH), 963, 964, 9660, 971, 972, 973, 974
• Cause: Bank did not approve transaction
• Action:
  • Suggest:
    • Trying a lower amount
    • Using a different method
    • Contacting their bank

ACH-Specific Declines

• Codes: 901, 920 (ACH), 9259, 150042, 9700
• Cause: Limit reject, bank decline, or identification issue
• Action:
  • Follow ACH Decline Notice guidance
  • Direct player to Pavilion Payments if needed

PayPal-Specific Issues

• Codes: 9330–9335

• Common Causes:

  • Account mismatch
  • Limits exceeded
  • Account used by another player

• Action:

  • Advise player to contact PayPal directly
  • Ensure only one PayPal account is linked

Too Many Attempts / Temporary Blocks

• Codes: 976, 977
• Cause: Multiple failed deposits in short time
• Action:
  • Ask player to wait or use different method

Pending / Timeout Issues

• Codes: 969, 970, 9701
• Cause: Payment incomplete or timed out
• Action:
  • Ask player to retry
  • Ensure they do not close pop-ups during payment

Unsupported or Incorrect Method

• Codes: 900, 914, 973
• Cause: Payment method not supported
• Action:
  • Recommend supported payment methods

Consumer Reporting Decline

• Code: 9258
• Cause: Decision based on consumer report
• Action:
  • Advise alternate method
  • Provide Pavilion contact if needed

Main Agent Action Rule

When unsure or for most declines:

➡️ Primary Guidance:

• Verify details entered
• Suggest trying again or using another payment method

Additional Information / Tips

• Always check if decline is method-specific (ACH, card, PayPal)
• Never override system restrictions
• Provide external contact info when required (e.g., Pavilion, PayPal)
• Be clear and concise when explaining declines to players

Variations / Related Questions

• “Why was my deposit declined?”
• “What does error code ___ mean?”
• “How do I fix my payment issue?”
• “Why isn’t my card working?”
• “Why is my bank rejecting the deposit?”

Case Logging Requirements

• Owner: Support
• Category: Deposit and Bonus
• Subcategory: Decline Issue
• Subject: Decline Issue
• Resolved: Yes

Suggested Case Logging Notes

• Player’s deposit declined (code ___) → provided troubleshooting steps
• Player advised to use alternative payment method
• Player informed of deposit limits or incorrect details