Hi Julie,
Thank you for sharing your feedback. We’re sorry to hear that you were unhappy with your experience and understand how frustrating balance-related concerns can feel.
After reviewing the matter internally, we can confirm that the deposit was successfully credited to the account. Any later balance changes would be connected to the account activity and gameplay history after the deposit was received.
Although the deposit was credited correctly, our team also arranged an account adjustment as a goodwill gesture to help resolve the matter and improve your experience.
For privacy and security reasons, we are unable to discuss specific account activity or gameplay details publicly here. However, our support team remains available to review the transaction record, gameplay history, and balance movement with you directly so everything can be clearly explained.
We apologise if the communication did not feel clear enough at the time. ONEGOAL is committed to handling player concerns fairly, transparently, and professionally, and we welcome the opportunity to clarify this matter further through our support channel.