Can I cancel a withdrawal if I have withdrawn this to incorrect bank details?
No you will be unable to cancel a withdrawal onsite so please ensure the correct details are registered.
If you have requested a withdrawal to an incorrect bank account and this has not yet been processed then please contact Customer Support.
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Please note, if you've sent money out to a card that's no longer active, this should be just fine if the connected bank account is still open.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.
Regrettably, if you have withdrawn funds to a valid bank account which is not your own, once this has been processed there is no facility for us to return this payment to you, so you'd need to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.
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, so that we can let our Finance Team know to look out for the funds returning.
How do I change my bank details?
You can update your registered bank details by going to My Account > Withdraw > Update Bank Details.
I’m not sure if my bank account is still open, what should I do?
If you are unsure as to whether you have withdrawn funds to a bank account which does exist, then we would recommend querying this with your bank.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.