Direct bank transfer: My withdrawal is missing

Direct bank transfer withdrawals take three to five business days to complete. This countdown starts from the day we process your withdrawal.

What to expect

If five business days have passed and you see no funds, follow these steps:

Step 1: Check out your bank details

Make sure your registered bank details are accurate and up to date.

Step 2: Send us a bank statement

If your details are correct, send us your bank statement.

You can upload a clear screenshot or scanned copy. Make sure your document shows:

• All transactions from the withdrawal date until today
• The last four digits of your bank account
• The account holder's name
• The bank's URL, if you send us an online statement
• The bank's mailing address, if you prefer to send us a copy of paper statements

Need help taking a screenshot?

Check out this useful guide.

Protect your privacy

Before sending your document, hide the account or card numbers. We don't accept documents that show whole numbers.

Here's how to mask your info:

• Card numbers: Show first six and last four digits (e.g., 444444*****4444).
• Other account numbers: Show first and last four digits (e.g., 7*****7777).
• IBANs: Show first two letters and last four numbers (e.g., XX*****1234).

If it's been less than 5 days

We can't investigate until five full business days have passed. Please wait before contacting us.

Still need help?

If you followed all the steps and still need help, contact us. We're here to support you.