How do I request a withdrawal?

Cashing out is quick, and it all happens in the Cashbox, the same place where you make a deposit.

1. Open the menu in the top right corner of the page and go to the Cashbox tab.

2. Select Withdrawal.

3. Enter the amount you want to cash out.

4. Select the payment method you used for your deposit.

5. Fill in the details for that method and confirm the request.

Your request then goes to our finance team. It stays in Reserved status while it waits, and the review takes up to 24 hours. You can follow it in the Cashbox, in Operations history.

Check this before you create the request

• Your email address has to be confirmed.

• Every deposit has to be wagered once. If you deposited 100 AUD, place bets totalling 100 AUD first.

• A withdrawal is not available while a bonus is active on your account. Complete the bonus wagering or cancel the bonus first.

• If verification has been requested on your account, complete it first.

What is the minimum and maximum amount I can withdraw?

Let us start with the easy part: the minimum withdrawal is 25 EUR or the same amount in your account currency.

The maximum per transaction depends on the payment method you choose. When you select a method in the Cashbox, the amounts available for it are shown next to it, so you see the limits before you confirm the request.

Two further rules apply:

• A weekly and a monthly cap applies to the total amount you withdraw. The cap depends on your account currency and on your VIP Club level.

• If you withdraw to a bank card in Norway, one transaction cannot be higher than 9,000 NOK. For a larger amount, split it into several requests.

Request the full amount you want to receive in one withdrawal rather than in several small ones. Several small requests created at the same time can be cancelled, and you will be asked to create one larger request instead.

What are my weekly and monthly withdrawal limits?

Your limits are worth knowing before you cash out. The weekly limit resets every Monday at 00:00 UTC, and the monthly limit resets on the 1st of every month at 00:00 UTC. A withdrawal counts toward the week and month in which you create the request, not the one in which the payment arrives.

If you are not on a VIP Club level, your limits are:

• EUR: 5,000 per week, 20,000 per month

• USD: 5,000 per week, 20,000 per month

• AUD: 9,000 per week, 35,000 per month

• CAD: 8,000 per week, 32,000 per month

• NZD: 9,000 per week, 38,000 per month

• NOK: 55,000 per week, 230,000 per month

If you are on a VIP Club level, your weekly and monthly limits are higher and depend on your level. Your VIP manager can confirm the amounts for your level and how much of the limit is still available to you.

These limits are fixed and cannot be raised or removed on request. If your request is above the amount still available in the current period, you can withdraw the rest once the new week starts on Monday or the new month starts on the 1st.

Are there any withdrawal fees?

This one is simple: we do not charge a fee for your withdrawal once the deposit behind it has been wagered once.

If you ask to withdraw a deposit that has not been wagered, we have the right to charge a fee for processing that deposit and withdrawal, as set in clause 8.7 of our Terms and Conditions.

Your bank, card issuer or e-wallet provider may charge their own fee for the transfer or for currency conversion. That fee is set by them, so check it with them directly.

Which payment method can I withdraw to?

We keep withdrawals on the safe side, so your money goes back to the same payment method you used for your deposit. The account has to be registered in your own name.

Two further conditions apply:

• The card, wallet or bank account has to be in your name. Withdrawals to a partner's, a friend's or anyone else's payment method are not processed.

• A bank account has to belong to the country you registered from.

Vouchers such as NeoSurf, CashToCode and Paysafecard work for deposits only. If you deposited with one of them, choose another method in your Cashbox, for most accounts a bank transfer.

A new payment method appears in your account after you make a deposit with it. Before it can be used for a withdrawal, it may need to be verified, and the Cashbox or the Verification tab will tell you which document is needed.

The full list of methods available for your country and currency is in the Cashbox.

What details do I need for a withdrawal?

A minute spent on the details saves days later, so here is what each method needs. It depends on the method you select in the Cashbox.

Bank transfer

Enter your bank details and the name on the account. The name has to match the name in your profile. Enter the IBAN, BSB code or account number without spaces or hyphens.

Two countries use their own format:

• New Zealand: instead of BIC or SWIFT, enter the National Clearing Number. New Zealand accounts have a 16-digit account number, and the first six digits are the National Clearing Number.

• Canada: instead of BIC or SWIFT, enter the Canadian clearing code, which is 0, then the three-digit institution number, then the five-digit transit number of the branch where the account was opened.

E-wallet

Enter the wallet number or the email address linked to the wallet. For MiFinity, enter the 16-digit wallet identifier, which you find or create on the MiFinity website.

If a wallet identifier is entered incorrectly, you will not be able to confirm the transfer, and the funds return to your balance within 7 days.

Before you confirm

Check every field. A request sent with incorrect details has to be traced before the money can be returned, and that takes longer than a correct request.

Why can I not create a withdrawal request?

If the Cashbox is not letting you through yet, there is a reason behind it, and it is usually quick to fix. The banner in the Cashbox names it before the request is created. The usual reasons:

• Your email address is not confirmed. Open the email we sent you, confirm the address, then create the request.

• Your deposit has not been wagered. Every deposit has to be wagered once before a withdrawal.

• A bonus is active on your account. Withdrawals become available once the bonus wagering is complete or the bonus is cancelled.

• Verification has been requested on your account. Upload the documents in the Verification tab, and the withdrawal becomes available once they are approved.

• The payment method you want to use is not verified yet. Upload the document requested for that card, wallet or bank account in the Verification tab, and try again once it is approved.

• You already have a withdrawal request in progress. Wait until the current one is completed, then create the next one.

Verification can be requested at any time as a standard security check, so it can come up even if your earlier withdrawals went through without it. If the banner in your Cashbox says something else, let us know what it says and our team will take it from there.

Is there a wager requirement for withdrawals?

Yes, and it is a light one: every deposit has to be wagered once before you can request a withdrawal. If you deposit 100 AUD, place bets totalling 100 AUD, then create the request.

If you made several deposits without playing, the total amount of those deposits has to be wagered before a withdrawal.

The rule is set in clause 8.7 of our Terms and Conditions. It is an industry standard practice that prevents money laundering and makes sure deposited funds are used for gaming.

Bonus wagering is a separate requirement. If you have an active bonus, that bonus has its own wagering requirement, and a withdrawal is not available until the requirement is met.

What does my withdrawal status mean?

Your withdrawal moves through a few clear stages, and you can follow every one of them in the Cashbox, in Operations history.

Reserved

We have your request and our finance team is reviewing it. The review takes up to 24 hours.

Processing

Your request is approved and the funds are with your payment provider. How long this stage takes depends on the method: 5 to 20 minutes for most e-wallets, up to 60 minutes for Jeton, 3 to 24 hours for a card, 1 to 3 business days for Interac, 3 to 7 business days for a bank transfer, and usually under an hour for crypto.

Succeeded

The payment provider has sent the funds to you. For most e-wallets they arrive within 1 business day, for a bank transfer within 7 business days, and for all other methods within 3 business days. Weekends and public holidays are not business days.

Recalled

You cancelled the request yourself and the money is back on your balance.

How soon will I receive my cashout?

Waiting for your winnings is the least fun part, so here is exactly what happens and when. Two stages decide the timing: our review, and then your payment provider.

Our review takes up to 24 hours

A new request sits in Reserved status until our finance team reviews it. That takes up to 24 hours, and most requests move on sooner.

Then the timing depends on your payment method

Once the request is approved, the status changes to Processing and the funds go to your payment provider:

• Most e-wallets, such as MiFinity, Skrill, Neteller, MuchBetter, EcoPayz, AstroPay, Vega and Pay4Fun: 5 to 20 minutes

• Jeton: up to 60 minutes

• Credit or debit card: 3 to 24 hours

• Interac: 1 to 3 business days

• Bank transfer: 3 to 7 business days

• Crypto: usually within an hour

Succeeded means the money is on its way

When the status changes to Succeeded, the payment provider has sent the funds. They reach most e-wallets within 1 business day, a bank account within 7 business days for a bank transfer, and within 3 business days for all other methods. Weekends and public holidays are not business days, so they can add a day or two.

These timings apply when no additional verification is needed on your account.

Why is my withdrawal taking longer than my previous ones?

It is a fair question, and it usually comes down to one of a few things. Every withdrawal is a separate request, so the timing can differ from one to the next. The usual reasons:

• Our finance team has a high number of requests, so the review in Reserved status takes closer to the full 24 hours.

• Verification has been requested on your account or on your payment method.

• The payment falls on a weekend or a public holiday, which are not business days.

• You chose a bank transfer this time. Bank transfers take 3 to 7 business days, while most e-wallets take minutes.

• Your payment provider needs more time after the status changes to Processing.

Withdrawals can arrive out of order

Each request is processed on its own, and after approval the timing is in the hands of the payment provider. A later withdrawal can reach you before an earlier one. The status of each request is in Operations history.

Can I cancel my withdrawal?

Yes, and you can do it yourself while the request is still in Reserved status. Open the Cashbox, go to Operations history, open the request and cancel it. The status changes to Recalled and the money is back on your balance straight away.

Once our finance team has approved the request and the status changes to Processing, it can no longer be cancelled, because the funds are already with the payment provider.

So if you would rather keep the money on your balance, cancel the request before the status changes.

I did not receive my withdrawal, what should I do?

Let us track it down together. Start with the status in the Cashbox, in Operations history, because the arrival window starts when the status becomes Succeeded:

• Most e-wallets: up to 1 business day

• Bank transfer: up to 7 business days

• All other methods: up to 3 business days

Weekends and public holidays are not business days, so they can add a day or two to these windows.

If the window has passed

Let us know, and a team member will trace the payment with you. It helps to have the document for your method ready:

• Bank transfer or card: a PDF statement from your bank covering the period from the date of the withdrawal to today. It has to show your account number and all transactions in that period. You can download it in your online banking or request it from your bank.

• Crypto: a link to the transaction and a screenshot of it.

Our payments team reviews these cases and comes back with an answer within 72 hours.

Can you send me confirmation that my withdrawal was sent?

We do not issue payment confirmations or receipts for withdrawals, but there is another way to trace the transfer.

For some bank transfer methods a reference code can be provided instead. You can look for that code in your bank statement to see the transaction. It is available once your withdrawal shows Succeeded, so let us know then and a team member will pass it to you. While the status is still Processing, the code cannot be issued.

If the expected arrival window has passed and the money is still not with you, we trace the payment with a bank statement instead of a confirmation.