Withdrawals [EG]

How to Make a Withdrawal

To request a withdrawal, follow these steps:

1. Log in to your account.

2. Go to the Cashbox tab.

3. Select Withdrawal.

4. Choose your withdrawal method. This must be the same payment method you used to make your deposit.

5. Enter the amount you wish to withdraw.

6. Confirm your request.

Before submitting, make sure the following conditions are met:

• Your account is fully verified. If verification is required, you will find the details in the Verification tab.

• Your deposit has been wagered at least 3 times. You can check your wagering progress in your account.

• You do not have an active bonus that has not yet met its wagering requirement. If you do, you will need to either complete the wagering or cancel the bonus before withdrawing.

If any of the conditions above are not met, your withdrawal request will be rejected. Resolve the relevant condition first and then resubmit.

How Your Withdrawal Is Processed

Once submitted, your withdrawal goes through three stages before the funds reach you.

• Pending: Up to 3 hours — your request is being reviewed by our finance team. You can still cancel the withdrawal from the Cashbox tab at this stage.

• Approved: 2–5 business days — your withdrawal has passed review and been sent to your payment provider. Cancellation is no longer possible once the status reaches Approved.

• Processed: Up to 3 business days — the withdrawal is complete on our end. Your funds will arrive within up to 3 business days from this point, depending on your payment method and bank.

These timelines apply when no additional account verification is required. Weekends and public holidays are not counted as business days.

What Each Withdrawal Status Means

You can track your withdrawal at any time from the Cashbox section of your account.

Pending: your withdrawal is under review by our finance team. This stage takes up to 3 hours. You can cancel the withdrawal from the Cashbox tab while it remains in this status.

Approved: your withdrawal has been approved and sent to your payment provider, who will process it within 2–5 business days. Cancellation is no longer possible at this stage.

Processed: the withdrawal has been completed on our end. Your funds are on their way and will arrive within up to 3 business days, depending on your payment method and bank. Weekends and public holidays are not counted as business days.

If your withdrawal has been Pending for longer than 3 hours

In most cases, the Pending stage completes within 3 hours. During high-volume periods, it may take slightly longer. If your withdrawal has been in Pending status for more than 24 hours without any update, contact our support team via live chat and share your withdrawal details. Do not cancel and resubmit without checking with support first.

Withdrawals Arriving Out of Order

Withdrawals can arrive in a different order than you submitted them. Once a withdrawal reaches Processed status, the arrival time depends on your payment provider and bank, which handle each transfer separately. Differences in method, bank processing times, and weekends or public holidays can cause a later request to arrive before an earlier one. If a withdrawal has passed its full processing window and still has not arrived, contact support via live chat with your withdrawal details.

What to Do If Your Withdrawal Has Not Arrived

If your withdrawal status shows Processed but the funds have not reached you, first check whether the full processing window has passed:

• Bank transfers: up to 3 business days from the date the status changed to Processed

• E-wallets: up to 24 hours from the date the status changed to Processed

• Weekends and public holidays are not counted as business days

If you are within the processing window, the funds are still in transit and no action is needed yet.

If the full window has passed and the funds have not arrived, contact us via live chat and provide the following:

• A bank statement in PDF format, showing your account number and all transactions since the withdrawal date. You can download this from your online banking portal or request it directly from your bank.

Our finance team will review your case and work to resolve it as quickly as possible.

Active Bonus and Withdrawals

If you have an active bonus on your account, you will not be able to withdraw until the wagering requirement attached to that bonus has been met.

You have two options:

Option 1 — Complete the wagering requirement: continue playing until your deposit has been wagered 3 times. Once the requirement is met, you can submit your withdrawal from the Cashbox tab.

Option 2 — Cancel the active bonus: you can cancel your active bonus from your account. If you cancel, the bonus funds and any winnings generated using those bonus funds will be removed from your balance. Only the remaining real-money balance will be available for withdrawal.

Cancelling a bonus cannot be undone. If you are unsure which option is right for your situation, contact our support team via live chat before making a decision.

To check your current wagering progress, go to the Bonuses section of your account.

Why Your Withdrawal Might Be Rejected

If your withdrawal was rejected or cancelled, one of the following reasons most likely applies.

Unverified payment method

If you are withdrawing to a card or wallet that has not been verified yet, the withdrawal will be declined. Go to the Verification tab in your account to see which payment method requires verification and what documents are needed. Upload the required documents and resubmit your withdrawal once verification is complete.

Incorrect withdrawal method

Withdrawals must go back to the same payment method used for your deposit. You cannot withdraw to a different card, wallet, or bank account. Resubmit your withdrawal to your original deposit method.

Withdrawal limit reached

You may have reached your weekly or monthly withdrawal limit. Limits depend on your account status. Contact our support team via live chat to check the limits that apply to your account.

Wagering requirement not met

Your deposit must be wagered 3 times before a withdrawal is available. If you have an active bonus, see the Active Bonus and Withdrawals section above. Check your wagering progress in your account before resubmitting.

Incorrect bank details

If the bank account details you provided are incorrect or incomplete, the payment provider will reverse the transfer. Double-check your account number, IBAN, and beneficiary name before submitting a new request.

Wagering Requirements Before Withdrawing

Before you can submit a withdrawal, your deposit must be wagered at least 3 times. This means the total value of bets you place must equal 3 times your deposit amount.

Example: if you deposit 100, you need to place bets totalling 300 before a withdrawal becomes available.

This requirement applies to all players and all deposit methods. It is in place to comply with responsible gaming and anti-money laundering regulations. Once the wagering requirement is met, you can proceed with your withdrawal from the Cashbox tab.

How to Cancel Your Withdrawal

You can cancel a withdrawal only while its status is Pending. To do this, open the Cashbox tab in your account and cancel the request from there.

Once the status changes to Approved, cancellation is no longer possible — the funds have already been sent to your payment provider and cannot be recalled. If you have concerns about an approved withdrawal, contact our support team via live chat.

Available Withdrawal Methods

Withdrawals can only be processed to the same payment method you used to make your deposit. You cannot withdraw to a different card, wallet, or bank account than the one used for the deposit.

The methods available to you may vary based on your account status and activity — additional options can become available over time. To see which withdrawal methods are currently available to you, go to the Cashbox tab in your account.

If the method you need is not available or you need assistance, contact our support team via live chat.

Verifying Your Withdrawal Address or Bank Details

If you need to confirm or verify the bank account or payment details linked to your withdrawal before it is processed, contact our support team via live chat. The team will carry out a manual check and confirm whether your details are correct.

Do not submit a withdrawal if you are unsure whether your bank details are accurate — incorrect details will result in the payment provider reversing the transfer.

If You Withdrew to the Wrong Account

If you think your withdrawal is going to the wrong account, contact support via live chat as soon as possible with your withdrawal details. If the withdrawal is still Pending, you may be able to cancel it from the Cashbox tab and resubmit with the correct details. Once a withdrawal is Approved or Processed it cannot be recalled. Note that withdrawals must always go back to the same payment method used for the deposit — including the original account holder — so a third-party or different account cannot be used.