Withdrawals

Understanding Withdrawal Times and Status

We know that getting your winnings quickly and securely is your top priority. It’s our top priority too! This guide explains our withdrawal process, what the different statuses mean, and what to do if you experience a delay.

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The Standard Withdrawal Process

Every withdrawal request goes through a multi-step process to ensure security and accuracy for everyone. Here’s a simplified look at the journey your funds take:

1. You Request a Withdrawal: You initiate the withdrawal from your account's Cashier or Wallet section.
2. Internal Review: Our team reviews the request. This is a crucial security step.
3. Transaction Processed: We send the approved funds to your chosen payment provider (e.g., your bank, card company, or e-wallet service).
4. Funds Credited: Your payment provider processes the funds and credits them to your account.

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What Does My Withdrawal Status Mean?

You can always check the real-time status of your withdrawal in your account's "Transaction History" or "Withdrawal" section. Here’s what each status means:

• Pending / Requested
  • This means we have successfully received your request, and it is now in the queue for our Payments team to review. No action is needed from you at this stage.
• Processing / In Review
  • Your withdrawal has been picked up from the queue and is being actively reviewed by our team. During this stage, we perform essential security checks. These include verifying the gameplay, checking for bonus term compliance, and ensuring we meet regulatory and anti-money laundering requirements. This is the most common stage for a withdrawal to be in before approval.
• Approved / Sent / Complete
  • Great news! Your withdrawal has passed our internal checks and has been approved. We have sent the funds to your selected payment provider.
  • Important: This status means the money has left our system, but it may not yet be in your account. The final step depends on the processing time of your bank or payment service (see below).
• Declined / Cancelled
  • Your withdrawal request could not be completed. This can happen for several reasons. Please check your registered email address (including your spam/junk folder) for a message from us explaining the reason. Common reasons include:
    • A request for account verification (KYC) documents.
    • Incorrect payment details were entered.
    • The withdrawal was requested to a different payment method than the one used for depositing (this is often restricted due to anti-money laundering regulations).
    • Outstanding wagering requirements from a bonus were not met.

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Common Reasons for Delays

While we aim to process withdrawals as fast as possible, some factors can cause delays.

Reason for Delay	Why it Happens & What to Do
Account Verification (KYC)	This is a one-time process required by law. If it's your first withdrawal, or if our system flags a need for re-verification, we will need copies of your ID and proof of address. Action: Check your email for a document request from us. The sooner you provide the documents, the faster we can proceed.
Payment Method Processing Time	Each payment method has its own timeline for crediting funds after we have approved and sent them.
	E-Wallets (PayPal, Skrill, etc.): Typically within 24 hours.
	Credit/Debit Cards: 1-3 business days.
	Bank Transfers: 3-5 business days.
Weekends & Public Holidays	Our Payments team works hard, but bank processing is often limited to business days. Withdrawals requested on a Friday evening or during a holiday may not begin processing by the bank until the next business day.
Large Withdrawal Amount	Larger withdrawals may require additional verification and security checks, which can add time to the "Processing" stage. This is for your protection.
Bonus Wagering Checks	If you used a bonus, our team must manually check that all wagering requirements and terms have been met before approving the withdrawal.

 

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Troubleshooting Checklist: What to Do Before Contacting Support

If your withdrawal is taking longer than expected, please follow these steps first:

1. Check Your Withdrawal Status: Log in and go to your Transaction History. What is the current status?
2. Factor in Processing Times: If your status is "Approved," please allow the full processing time for your payment method (e.g., up to 5 business days for a bank transfer).
3. Check Your Email: Have we sent you a request for documents or information? Be sure to check your spam/junk folder.
4. Confirm Your Account is Verified: Is there a notification in your account profile about needing to complete verification?

If you have completed this checklist and your withdrawal is still outside the standard timeframes, our Customer Support team is here to help. Please have your Username and the Transaction ID of the withdrawal ready so we can assist you quickly.