Withdrawal Policy

2. Processing times

A request passes through two stages: internal review and processing by the payment provider.

• ✓Internal review — normally completed within one to three business days of submission, provided your verification file is complete.
• ✓Provider processing — typically a further one to five business days for bank transfers, and usually shorter for wallets and card returns.
• ✓Weekends, public holidays and provider cut-off times are not counted as business days and may extend the period.

The indicative range for your chosen method is displayed before you confirm a request. Once funds have left our processing account, the final crediting time is controlled by the receiving institution.

3. Fees

Any charge that applies to a withdrawal is shown on the confirmation screen before you approve the request, expressed either as a fixed amount or as a percentage of the sum requested. Where no charge is displayed, no charge is applied by us.

Separately from our own charges, banks, card schemes, wallet operators and intermediary institutions may deduct their own handling or correspondent fees, and network fees may apply to digital-asset transfers. These deductions are outside our control and are borne by the account holder.

4. Minimum and maximum limits

Each withdrawal method carries a minimum amount, below which a request cannot be submitted, and a maximum amount that may be applied per transaction, per day or per calendar month. The figures in force for your account and currency are published in the withdrawal section of your account.

Where a requested amount exceeds the applicable maximum, the payout may be split into several instalments processed on consecutive business days. Limits may be adjusted for regulatory, security or provider reasons; any change takes effect from the moment it is published.

5. Mandatory identity verification before the first withdrawal

No funds are released until your identity has been verified. Verification must be completed once, before the first withdrawal is paid, and may be repeated later if your details change or if a review is required.

• ✓A valid government-issued photo identity document.
• ✓A recent document confirming your residential address.
• ✓Proof that the payment instrument used for funding belongs to you.
• ✓Where required, information about the source of the funds deposited.

Documents must be legible, unedited, in date and issued in the name of the account holder. Accounts are strictly personal: we do not pay to a third party under any circumstances.

6. Reasons a request may be delayed or refused

A request may be paused, returned for correction or declined where:

• ✓verification is incomplete, or submitted documents are unreadable or expired;
• ✓the payment details supplied are inaccurate, incomplete or belong to someone else;
• ✓the requested amount is below the minimum or above the limits then in force;
• ✓open positions, pending settlement or a negative balance mean the free funds are insufficient;
• ✓a deposit has not fully cleared, or a chargeback or payment dispute is outstanding;
• ✓there are reasonable grounds to suspect unauthorised access, fraud or abuse of the platform;
• ✓a legal, tax or compliance obligation requires us to hold the funds, or a provider or receiving institution refuses the transfer.

We will tell you the reason for a delay or refusal as far as we are lawfully permitted to do so, and explain what is needed to resolve it. Where a request cannot be executed, the funds are returned to your account balance.

7. Your responsibility for correct payment details

You are solely responsible for the accuracy of the account numbers, wallet addresses, reference data and beneficiary details you enter. We execute the instruction exactly as given.

If a payment is delayed, returned or lost because incorrect details were supplied, we will assist with tracing where possible, but any recovery depends on the receiving institution and any resulting charges are borne by you. Transfers of digital assets to an incorrect address are generally irreversible.

8. Cancelling or amending a request

While a request is still shown as pending in your account you may cancel it yourself, and the amount is returned immediately to your available balance. To change the amount or the destination, cancel the pending request and submit a new one with the correct details.

Once a request has been approved and sent to the payment provider it can no longer be cancelled or amended, and any return of funds depends on the provider's own procedures.

9. Support

If a withdrawal has not arrived within the indicative timeframe, contact our support team through the contact section of this website or from within your account, quoting the request reference shown in your transaction history. Where a payment has already been sent, we can supply the confirmation details needed by your bank or provider to locate it.

If you are not satisfied with the outcome, you may ask for the matter to be escalated for a formal review, and we will confirm receipt of the complaint and the timetable for a response.

10. Updates to this policy

We may amend this policy to reflect changes in our procedures, in the services offered by payment providers or in applicable legal requirements. The version published on this page is always the version in force, and requests submitted after publication are handled under the updated rules.

Practical details of funding methods, crediting times and amounts are set out on our Deposits & Withdrawals page.