We understand that you may come across an issue with your withdrawal from time-to-time. Please rest assured, this is nothing to worry about. Check out the options below to find out more information on your issue:
Why haven't I received my withdrawal?
If your withdrawal is showing as 'Successful' on your Payment History, this means your bank has accepted the funds and they will reach your account shortly if not already. Please allow the relevant timescales and check your banking.
What happens if I've withdrawn my funds to an expired card?
Typically, you can still withdraw funds back to the card you last deposited from, even if you have had a new card since then. If the payment card registered to your account has expired and the connected Bank Account is still open, you can still withdraw back via the expired card as most banks will still accept funds back from an expired card.
Should your bank not accept those funds back however, or it's been too long since the card expired, then your withdrawal may fail and the funds will be put back onto your account balance with us. If this happens, then you can head back to the Withdrawal section and our system should now offer you the choice to withdraw back to bank account details instead.
Why has my withdrawal failed?
If your withdrawal has failed, this means that your bank have been unable to accept the funds. Withdrawals back to a card will most likely fail due to expired details. Please review the section above to find out more information on this.
If you have attempted to withdraw back to your bank account and this has failed. This is likely because your details are incorrect. Please head to My Account > Withdraw > Update Bank Details to ensure your details are correct.
Why is my withdrawal showing as pending?
This means that we haven't processed the withdrawal on our side just yet. We typically process withdrawals within 4 hours, however we ask that you allow up to 24 hours just in case.
As soon as the funds have been processed, the funds will be with you soon.