Please check which withdrawal method (card or e-wallet) you used to make your request to and confirm the details of this payment method. Remember that Bank Transfers can take 3-5 working days, withdrawals to e-wallets up to 24 hours and withdrawals to credit/debit cards up to 5 working days.
If your withdrawal hasn't arrived on the 10th working day (don't count public holidays or weekends), then please contact us via email or chat. You'll need a screenshot or photo of your bank statement showing all transactions from the moment you requested your withdrawal until the current date.
We will provide you with payment confirmation (for banks or e-wallets) or with an ARN, Acquirer Reference Number (for card), within 24 hours (weekends are not included). Through the ARN your bank can trace the transaction.
A few other points to keep in mind:
• Withdrawals may take longer for reasons outside of our control.
• Bank holidays will also add another day to the withdrawal time due to being non-bank working days.
• It is not possible to make a withdrawal request to a payment method which has not been used to deposit.