Why haven’t my winnings been paid out after withdrawal?
Once you request a withdrawal, it can take up to 24 hours to be released.
When your bank supports fast‑funds withdrawals, the payment typically reaches your account within around 40 minutes of being released.
For banks that use standard processing, the funds arrive within 1–3 working days, depending on their internal timelines.
Note: If your funds still haven’t appeared after 24 hours, reach out to our support team with the following details so we can start an investigation:
Time and date of the transaction.
Amount and currency.
Payment method / card issuer.
Transaction reference number.
Important: Providing complete and accurate information helps us resolve the issue faster.
Tip: Check your bank or payment provider first—they may have additional details about the transaction status.
I have a withdrawal pending for over 30 minutes, why?
If your withdrawal has been pending for more than 30 minutes, don’t worry. This is normal.
Here’s why it happens and what you can do.
First, check if your account is verified:
If not, please provide the requested documents to complete verification.
If your account is verified:
Approval can take up to 24 hours due to compliance and security checks.
These checks help keep your account and transactions safe.
Important: to learn more about verification, click below.
I had a failed withdrawal. What should I do?
At times your withdrawal may be rejected by your payment provider and the funds will be returned to your account.
If your payment provider couldn’t process the withdrawal, adding your bank account details ensures your funds can still reach you safely.
If you’d like a step-by-step guide on how to add your bank details and withdraw via bank transfer, click here.
Why is my withdrawal being held?
There are several reasons why your withdrawal may be withheld.
To make sure your withdrawal goes smoothly, please check the following:
Payments are cleared: All deposits must be confirmed and not charged back, reversed, or cancelled.
Account verification:
Your account must be fully verified and in good standing.
If we’ve requested identity documents, please submit them promptly.
Security checks: These checks are required in our regulations and help keep transactions secure.
However, your withdrawal will be processed as soon as the necessary checks are finalized and approved.
Important: These checks help protect your account and comply with legal requirements.
Tip: Make sure your account is verified and all requested documents are submitted promptly to avoid delays.
To learn more about verification, click here.
The payment method I withdrew funds to has expired. What should I do?
If your withdrawal method has expired, don’t worry, your funds are safe.
What happens to your funds?
In most cases, funds are credited to your new or existing card/account with the same bank.
If your bank confirms the funds were not redirected, or you don’t have another account with them, please contact us with the following details so we can investigate:
Information we need:
Time and date of the transaction.
Amount and currency.
Payment method / card issuer.
Transaction reference number
If the provider cannot process your withdrawal
We’ll transfer the funds via Bankout. To do this, we need specific details:
Bank account number.
Account holder name.
Bank sort code.
Bank name.
Bank branch address.
Important: Ensure all details are accurate to avoid delays.
Tip: Contact your bank first to confirm if funds were redirected before reaching out to us.
Can I cancel a withdrawal?
For GB customers, unfortunately, the answer is no:
Due to GB Gambling Commission regulations, from 1st June 2020, GB customers cannot cancel pending withdrawals.