Why have I encountered a problem with my withdrawal?

The most common reasons for a withdrawal being unsuccessful are:

1. You have deposited funds using your debit/credit card, and now requesting for a withdrawal directly to a bank account

We'll normally remit money via the same method and to the same place from which it was received. For example, if you made a deposit using a card, upon withdrawal please ensure that you request your funds be returned to the same card (up to the deposited amount, unless you made profit).

We may let you withdraw your funds directly to your bank at our absolute discretion. In this case, we may ask you to verify the card before returning your funds.

Withdrawal of funds to credit or debit card should generally reach your card in about 5 business days after we process your request, barring your delay by our payment agent.

2. You have made a bank deposit and try to make a withdrawal, without verifying the source of funds

Before returning your funds, we might need to first verify the bank account you used to make a deposit or/and the receiving bank account.

3. You have indicated the incorrect bank account number or SWIFT code

In this case, you will need to ensure that the bank account number is input correctly and input it as a string of numbers only (no dashes in between).

If you are unsure if the SWIFT code that you have input is correct, kindly check with your bank to get the correct code and input again before processing the withdrawal.