I submitted a withdrawal but have not received the funds — what should I check?
First, verify the status of your withdrawal in Account > Transaction History. If the status shows 'Approved' or 'Processed', check with your bank or payment provider as processing times on their end can vary. If the status shows 'Pending' for more than 48 hours without an email from us, contact customer support. Ensure your KYC is complete and no documents are outstanding, as this is the most common cause of withdrawal delays.
Why is my withdrawal pending?
Your withdrawal may remain pending because:
- Your account verification is incomplete.
- Additional security checks are required.
- Your payment method requires verification.
- There is a high volume of withdrawal requests.
- Your withdrawal is under routine compliance review.
Why was my withdrawal declined?
A withdrawal may be declined for several reasons, including:
- Incomplete identity verification.
- Incorrect payment details.
- Insufficient withdrawable balance.
- Security or compliance concerns.
- Violation of the platform's Terms of Use.
Can I withdraw using a different payment method than I used to deposit?
Depending on regulatory and security requirements, withdrawals may need to be sent using the same payment method used for deposits whenever possible.
Can I withdraw my bonus funds?
Bonus funds are generally not withdrawable until all applicable wagering requirements and bonus terms have been met.
Why is only part of my balance available to withdraw?
Your available withdrawal balance may differ from your total account balance for the following reasons:
- Bonus funds are still active and are not yet eligible for withdrawal.
- Wagering requirements associated with a bonus or promotion have not been completed.
Once all applicable wagering requirements have been met, any eligible funds will become available for withdrawal in accordance with the applicable bonus terms and conditions.
What happens if my bank rejects the withdrawal?
If your bank or payment provider rejects the transaction, the funds may be returned to your gaming account after the payment provider completes its review. Customer Support can assist if further action is required.
Who should I contact if I have a withdrawal issue?
If you experience any issues with your withdrawal, please contact Customer Support with your account details and, if available, the withdrawal reference number. Our team will investigate and provide an update.