My withdrawal is still pending?
If your withdrawal is still pending / On Hold, it is being reviewed by our team. Once the team have reviewed the payment, it will either be approved or you will receive an email as to why it was rejected.
The payment service provider acts as an intermediary between the merchant and your bank, processing the transfer before the funds are credited to your account.
Delays may also occur if Source of Wealth (SOW) documents are required and have not been verified. Ensure all requested documents are submitted promptly to avoid further delays.
What should I provide if I have a missing withdrawal?
If the 5 business days have passed, we need to investigate the transaction with the payment provider.
Log in to your banking app or payment service.
Download a Bank Statement or Proof of Payment in PDF format.
Ensure the document covers the dates from the day of approval up to today.
Additionally, include the transaction ID, the account holder's name, and the full transaction history for the relevant bank account from the withdrawal request date to the present. If multiple screenshots are needed, provide full-page screenshots or a PDF so that the entire history is visible.