My bank details are wrong, how can I cancel my withdrawal?
We process all withdrawal requests within 24 hours, although this may be a lot sooner. If your withdrawal has not yet been processed and you have entered the incorrect details, you can cancel this by clicking the menu button (3 stacked lines) > My Account > History > Transaction History.
Here you can click the "Cancel" button next to any withdrawals that show as Pending. If you need any help with this, then feel free to get in touch with Customer Support.
I have a new card, but sent the money to my old card, what will happen?
As long as the bank account connected to the old card is still open, the bank will recognise the details and send the funds through to your bank account. Just allow 1 to 3 working days for them to clear.
My PayPal account has been closed what can I do?
If you contact us with confirmation of the account closure and a bank statement for a bank that we would be able to send the funds to. From there we will be able to process this within 48 hours and send the funds out to you. We'll usually process your withdrawal within 4 hours, but on occasion it can take up to 24 hours to fully clear from our systems. The funds will then clear to your Credit Card/Bank Account in approximately 2-3 working days, however, we do ask to allow a maximum of 5 working days.
What happens if it shows as 'Processed' already?
Unfortunately, if your withdrawal is showing as 'Processed' then this means that the funds have been sent out to the details you entered, and we are unable to retrieve these for you instantly.
Please note, if you've sent money out to a card that's no longer active, this should be just fine as long as the connected bank account is still open. If the bank account is closed and the funds are not able to be transferred to a bank account, the bank would return the money to us within 30 working days after the Successful status update within the Withdrawal History section.
How are funds returned to me?
If you have requested a withdrawal to a closed Bank Account, or to a Bank Account that does not exist, it can take up to a maximum of 30 working days for the funds to return to us. If this happens, please let us know via the contact details below, so that we can let our Finance Team know to look out for the funds returning.
When they're back in our systems we'll return the money to your playing account, and contact you by email. You can then request a withdrawal to your correct details instead. You can update your registered Bank Account by following the instructions here.
If you are unsure as to whether you have withdrawn funds to a bank account which does exist, then we would recommend querying this with your bank. If you provide them with the Account Number and Sort Code that you entered on the site, the bank can confirm if these relate to a valid bank account.
Regrettably, if you have withdrawn funds to a valid Bank Account which is not your own, then once this has been processed there is no facility for us to return this payment to you, so you'd need to speak to the bank directly.