Please note that for security reasons, we operate a "Closed Loop" policy which means you must withdraw back to the last method that you deposited from.
Why has my withdrawal failed?
There are a few reasons that a withdrawal can fail. If your withdrawal has failed, the funds are automatically returned to your playing account balance for you to withdraw again.
This information is relevant to you if your withdrawal shows as 'Failed' in the Transaction History section within My Account, or if the funds are back on your balance. For more information on withdrawals that show as 'Successful' but have not yet arrived with your chosen payment method, please see here.
Would my withdrawal fail as I need to verify my account?
Yes, for any payment method, a withdrawal would fail if there had been a pending ID request for 7 days. We would notify you by email if there was a request for any documents to verify your date of birth, or the payment details themselves. You can find out more about ID requests here.
Why did my withdrawal fail to my Debit Card?
This may occur if the card provider or your bank cannot accept funds being sent back to that card. This is not something that we can control, but in these cases, you can select to withdraw to a Bank Account Number and Sort Code instead.
Simply go to My Account > Withdraw and you will see 'Card' as the active withdrawal method. There will be a drop-down menu next to the word 'Card' that you can click on and select 'Bank'. You will have the chance to enter the chosen Bank Account Number and Sort Code. If the word 'Bank' does not appear, this means that the Card withdrawal failed for another reason.
If you have registered a bank account in the past, this section will default to the set of details that were last used, so be sure to double check this before confirming, as once it's processed the details cannot be changed.
Why did my withdrawal fail to a Bank Account Number and Sort Code?
Your bank withdrawal may have failed one of the following reasons:
1. The bank details have not been entered correctly and have not registered as valid bank details. Our system will recognise this and fail the withdrawal immediately so you can enter the correct details instead on the Withdrawals page. However, on some occasions a withdrawal can be sent out to incorrect bank details and show as 'Success'. For more information click here.
2. You are withdrawing to a Bank Account and Sort Code that are not in your name. Though we often permit this through the verification of third-party details, we would fail withdrawals to any third-party bank details that have not been authorised by our Finance Team.
You will receive an email once the funds have been returned to your playing balance, at which point they can be withdrawn to the correct details, providing there are no other reasons preventing you from withdrawing.