Introduction
This policy sets out the rules for withdrawal requests. By requesting a withdrawal you confirm that you have read it and agree to follow it. You can ask to withdraw at any time, but we can only release money once the checks below are complete.
Available withdrawal methods
You can withdraw to PayPal, to the Visa or Mastercard card you used to deposit, to the card behind an Apple Pay or Google Pay deposit, or by bank transfer over Faster Payments to a UK account in your own name. Payouts normally go back to the method used to fund the account. Where an exchange wallet holds your digital assets, moving them off the exchange is done at the exchange, not through us.
Processing times
After approval, PayPal and bank transfer withdrawals normally arrive within 24 hours. Apple Pay and Google Pay withdrawals take one to three business days, and Visa and Mastercard withdrawals take one to five business days. Business days exclude weekends and UK bank holidays.
Time may be longer if your bank or card issuer is slow, if a payment provider is carrying out its own checks or if we need to ask you for more information.
Fees and costs
We do not charge a fee for withdrawals by any method. Your bank, card issuer or payment provider may have charges of its own, and currency conversion costs apply if your destination account is not in pounds. Any such cost is shown to you before you confirm the request when we are able to know it.
Withdrawal limits
There is no minimum other than what your payment method allows. Daily and monthly maximums may apply, depending on your plan, how long your account has been open and your verification level. Your manager can tell you your current limits. Larger amounts may be paid in several instalments, and we may lower limits temporarily when we see signs of risk on an account.
KYC and AML checks
Before your first withdrawal your identity and address must be verified, and later withdrawals can trigger further checks if they are unusually large or inconsistent with your history. The documents involved and the reasons for them are explained on the KYC and AML page.
Reasons for delay or refusal
A withdrawal may be delayed or declined if the details do not match the account holder, if documents are missing or unclear, if additional verification is required, if the destination is not in your name, if there is a suspicion of fraud or financial crime, if a court or regulator requires it, or if a technical or banking fault prevents payment. When we can lawfully do so, we will tell you why.
Your responsibilities
You must make sure that bank, card and wallet details are correct and belong to you. We are not responsible for money sent to an account on the basis of details that you supplied wrongly, although we will try to help recover it. Keep your email and phone number up to date so that we can reach you.
Cancelling or changing a request
You may ask to cancel or change a withdrawal while its status is still Pending, before it has been approved and sent. Write to support or tell your manager straight away. Once a payment has left us, it cannot be recalled, though we will help you contact the receiving bank or provider.
Support
For help with a withdrawal, email [email protected] with your account email and the date and amount of the request. We usually reply within one working hour in office hours: monday to friday, 9:00 to 17:30 uk time (excluding bank holidays).
Updating this policy
We may update this policy to reflect changes in law, payment methods or our service. The latest version always appears on this page and takes effect when published. If a change would materially affect a withdrawal you have already requested, the version in force when you made the request applies.