Use this article to find out how long a withdrawal takes, how to check the progress of your withdrawal, how to cancel a withdrawal, and what to do if your withdrawal takes longer than expected.
Before you can request a withdrawal, your account must be verified. Account verification is also called KYC, short for Know Your Customer. If our team has asked you for additional documents, those documents must also be approved before you can request a withdrawal.
A withdrawal happens in two stages: a verification stage, then a transfer stage. The time each stage takes is explained below.
Which payment method can I withdraw to?
You can only withdraw to a payment method you have already used to make a deposit, and that payment method must be in your own name. If all your deposits were made with the same payment method, that method is the one available for your withdrawal. If you deposited with several payment methods, each of those methods is available for your withdrawal.
Withdrawals to a credit or debit card are not available. If you deposited by card, your withdrawal is sent by bank transfer to your bank account, and you do not need to make another deposit first.
To see which payment method to choose and how to request your withdrawal, read How to request a withdrawal.
How long does the verification stage take?
Every withdrawal is verified before the money is sent. Verification of a withdrawal takes up to 48 hours.
Withdrawals are verified every day, including weekends and public holidays. A withdrawal requested on a Saturday is verified in the same time as a withdrawal requested on a Tuesday.
For example, a withdrawal requested on Monday at 11pm is verified by Wednesday at 11pm at the latest.
How long does the money take to arrive after verification?
Once your withdrawal has been verified, the time it takes to arrive depends on the payment method you chose. The table below shows the maximum time for each payment method, counted from the moment your withdrawal is verified.
Payment method | Time to arrive after verification |
Bank transfer | Up to 5 business days |
Cryptocurrency | Within 1 hour |
E-wallet | Within 1 hour |
Interac | See the Interac section below |
For a bank transfer, some banks release the money within 24 hours and others take longer. The maximum of 5 business days includes that 24-hour period. The two are not added together.
How do I check my withdrawal?
To check the progress of a withdrawal:
Select Deposit. Your wallet opens.
At the top of your wallet, select History.
Under Transaction Type, select Withdraw. Only your withdrawals are shown.
Find your withdrawal in the list. By default, Period shows your transactions from the last month. If you requested your withdrawal more than a month ago, change the dates under Period to include the day of your request.
If you do not see your withdrawal in History, check that you completed the withdrawal request to the end.
Why has the money left my balance?
The amount of a withdrawal is removed from your balance as soon as you request the withdrawal. If you request a withdrawal of 100, you see 100 less in your balance while your withdrawal is being verified. This is normal and it does not mean there is a problem with your withdrawal.
The amount is put back in your balance if the withdrawal is cancelled.
How do I cancel a withdrawal?
You can cancel a withdrawal yourself while it is still being verified, which means during the first 48 hours after you requested it. To cancel a withdrawal:
Select Deposit, then History.
Under Transaction Type, select Withdraw.
Select Cancel on the withdrawal you want to cancel.
Once your withdrawal has been verified, you can no longer cancel it, and our support team cannot cancel it for you. At that point the money has already been sent to your payment method.
When a withdrawal is cancelled, the amount is put back in your balance.
Why can a withdrawal be cancelled by us?
We can cancel a withdrawal when something needs to be checked or corrected before the money can be sent. The most common reasons are a missing document, and a withdrawal requested to a payment method that is not eligible for your account.
Whenever we cancel a withdrawal, you receive an email explaining the reason and what you need to do next. The amount is put back in your balance, and you can request a new withdrawal once the reason has been resolved.
For the full list of reasons a withdrawal can be cancelled, read Why was my withdrawal cancelled?
How do Interac withdrawals work?
Interac is available to players in Canada. An Interac withdrawal has an extra step: after your withdrawal is verified, you receive a code by email or SMS, and you must approve the transaction with that code.
If you do not approve the transaction within 7 business days, the withdrawal is cancelled and the amount is put back in your balance.
What should I do if my withdrawal is taking longer than expected?
Contact us if:
Your withdrawal has not been verified more than 48 hours after you requested it.
You chose a bank transfer and you have not received the money more than 5 business days after your withdrawal was verified.
You chose cryptocurrency or an e-wallet and you have not received the money more than 1 hour after your withdrawal was verified.
A delay can happen when there is a high number of withdrawal requests. Contact us with the date you requested your withdrawal and the payment method you used, and we will check your withdrawal for you.