Withdrawing Funds - Timescales & FAQs
Card withdrawals typically take 2 to 5 working days to process. Some banks will credit your balance the next working day. A number of smaller or international banks may take the full five working days to make those funds available to you. Once a withdrawal is processed, we begin the payment to you immediately but unfortunately, the system that the banks use to settle your funds is not instant.
To give an indication of when you should expect to receive your withdrawal to a card, please see the below table:
|Withdrawal Day||Earliest Receive Day*||Latest Receive Day*|
|Thursday||Following Monday||Following Thursday|
|Friday||Following Tuesday||Following Friday|
|Saturday||Following Tuesday||Following Friday|
|Sunday||Following Tuesday||Following Friday|
*Please note that the above timescales are given as estimations. In a small number of cases, these timescales can be extended due to factors outside our control, e.g. incorrect expiry dates, old card details etc.
How to withdraw funds
To withdraw funds, firstly make sure you are logged in using your User ID and PIN.
- Either click on the 'Withdraw Funds' link on the top left-hand side of any page (online) or go to your personal account area called My Account and choose the Withdraw option (online and mobile)
- Enter the amount you wish to withdraw
- Select which payment method you wish to withdraw to. (If you wish to withdraw excess funds, make sure your net deposit for each payment method on your account is zero or below)
- Click on the 'Withdraw Funds' button
Payment methods which do not accept withdrawals
A small number of credit cards - including international MasterCards and Visa cards issued in a restricted country (as well as certain UK credit cards) - do not allow us to pay funds back to your card. If you are using one of these cards you will be notified when you attempt to make a withdrawal and if this is the case we can arrange for your funds to be paid back to the bank account of your choice.
However, to minimise the risk of card fraud we may also request some documentary proof from you before a bank transfer can be processed. These proofs will be confirmed to you upon organising the transfer.
You can only withdraw to an e-wallet if the e-wallet is already set up on your account (please be advised that this requires a deposit to be made)
Withdrawing Funds FAQs
The minimum withdrawal is £10 or currency equivalent.
Once processed, withdrawals cannot be cancelled or reversed. If made to incorrect or out of date details, please contact us to discuss next steps you can take
We place no restriction on the amount you can withdraw per day. However your bank/card provider may have restrictions.
Some card issuers prevent us paying out funds to their cards if the 3DSecure scheme wasn’t used when originally depositing. Due to issues with presenting 3DSecure on a mobile device, if you deposited funds from your mobile you may not be able to withdraw.
There are two remedies for this issue:
- Make a small deposit on laptop or PC from your card using the 3DSecure scheme. You will then be able to withdraw to your card from any device.
- Contact us and we will look into withdrawing the funds via an alternative method.
There is no charge for withdrawals to e-wallets, UK debit or credit cards or to international Visa cards issued in non-restricted countries.
Providing that the 'Net Deposits' of your cards/e-wallets have been cleared - and the new destination for your funds is registered in your name - funds can be withdrawn to alternative cards. Please use the 'Withdraw using another payment method' button beneath your current method on the Withdraw Funds page.
Please check which card you have made the withdrawal to & confirm the details of this payment method. If all details are correct it is likely your funds will be with you within the next couple of working days.
If in cases whereby you have not received your withdrawal on the 10th working day, please get in touch using the 'Contact us' option at the bottom of the page and we will provide an ARN (Acquirer Reference Number) within 24 hours (excluding weekends), you will then be able to provide this to your bank to trace the transaction.