Please note that for security reasons, we operate a "Closed Loop" policy which means you must withdraw back to the last method that you deposited from. 

Why has my withdrawal failed?

There are a few reasons that a withdrawal can fail. If your withdrawal has failed, the funds are automatically returned to your playing account balance for you to withdraw again.

For any payment method, a withdrawal would fail if there had been a pending ID request for 7 days. We would notify you by email if there was a request for any documents to verify your date of birth, or the payment details themselves. You can find out more about ID requests here.

Why has a withdrawal back to my card failed?

This may occur if the card provider or your bank cannot accept funds being sent back to that card. This happens with some Mastercards and Visa Credit Cards. This is not something that we can control, but in these cases you can select to withdraw to a Bank Account Number and Sort Code instead. Simply go to My Account > Withdraw and you will see ‘Card’ as the active withdrawal method. There will be a drop-down menu next to the word ‘Card’ that you can click on and select ‘Bank’.

You will have the chance to enter the chosen Bank Account Number and Sort Code. If the word ‘Bank’ does not appear, this means that the Card withdrawal failed for another reason. If you have registered a bank account in the past, this section will default to the set of details that were last used, so be sure to double check this before confirming, as once it’s processed the details cannot be changed.

Why has a withdrawal to a Bank Account Number and Sort Code failed?

Your bank withdrawal may have failed one of the following reasons:

1. The bank details have not been entered correctly and have not registered as valid bank details. Our system will recognise this and fail the withdrawal immediately so you can enter the correct details instead by following the process here. However, on some occasions a withdrawal can be sent out to incorrect bank details and show as ‘Success’. For more information click here.

2. There is an ID request. We may ask to see documentation to verify your bank details and the withdrawal will be held initially. However, if we do not receive the requested ID, the transaction may eventually fail, and the funds will be returned to your account balance. Please click here for more details on how to send documents.

3. You are withdrawing to a Bank Account and Sort Code that are not in your name. Though we don’t often permit this through the verification of third-party details (see point 2), we would fail withdrawals to any third-party bank details that have not been authorised by our Finance Team.

Why has my PayPal withdrawal failed?

There are four reasons that PayPal withdrawals typically fail:

1. The primary email address on the PayPal account needs to be the one you entered in the Deposit section when you used the PayPal account to deposit with us. You can check this by going to My Account Deposit.

2. The PayPal account needs to be an UK account.

3. To create a link between PayPal and ourselves, in order to send funds out, there needs to have been at least one successful deposit from that PayPal account, to your playing account.

4. There may be an unresolved PayPal issues or temporary block. PayPal will need account holders to ‘verify’ their PayPal account after a certain threshold of payment amounts have been reached. They can also block funds temporarily for several reasons. If your withdrawals are failing after previously going to PayPal successfully, we recommend contacting PayPal to investigate this. You can contact PayPal here.

How will I be notified that my withdrawal has been returned to me?

You will receive an email once the funds have been returned to your playing balance, at which point they can be withdrawn to the correct details, providing there are no other reasons preventing you from withdrawing.