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. For any payment method, a withdrawal would fail if there had been a pending ID request for 7 days.
We will notify you by email if there is 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 has a withdrawal back to my card failed?
This may occur if the card provider or your bank cannot accept funds being sent back to that card. This happens with some MasterCards and Visa Cards. 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 has a withdrawal to a Bank Account Number and Sort Code failed?
Your Bank withdrawal may have failed one of the following reasons:
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 by following the process here.
There is an ID request.
We may ask to see documentation to verify your Bank details and the withdrawal will be held initially. However, if we do not receive the requested ID, the transaction may eventually fail, and the funds will be returned to your account balance. You can find information on how to send your documents into us by clicking here.
You are withdrawing to a Bank Account and Sort Code that are not in your name.
We would fail withdrawals to any third-party Bank details that have not been authorised by our Finance Team. You would need to withdraw to a Bank account in your own name. Please contact our Customer Support Team for more information.
How will I be notified that my withdrawal has been returned to me?
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.