1. Why am I not allowed to withdraw the entire balance from my account?

If you have claimed freebet/freespin or any other bonus, the requirements must be met before a withdrawal can be made. Only when you meet the requirements your bonus winnings will be relased to your main wallet.

2. What are the fees for a withdrawal?

That depends on which payment method you choose.

You can find the fees and conditions for each withdrawal option at the “Withdraw Money” section under “My Account”.

If a fee is added, and if any, the size of the fee charged will be stated when you are withdrawing.

3. Why was the selected payment method of my withdrawal request changed?

In individual cases, our finance department may change a pay-out method due to security precautions.

4. Why can’t I make a withdrawal online?

Depending on the chosen payment method, there might be regulations regarding minimum withdrawal limits. Customer can carry out three withdrawal per calendar week, if the maximum limit is reached further request will be denied.

If your request is denied, and this denial cannot be linked to the reasons listed above, please contact our support team at [email protected].

5. A withdrawal has been requested. The amount has not yet been transferred. Why not?

Our service team will make every effort to process your withdrawal request as quickly as possible. Depending on the volume of work, this can take up to 5 days. Once our team has completed processing the request, the duration of the transfer depends on the selected payment method and finally on the processing times of your payment service provider or your bank.

6. A pay-out has been requested but is now to be cancelled. Is this possible?

This depends on the status of the withdrawal. You can check this on your account under Pending Withdrawals. If the process has not yet been completed, it may still be possible to cancel the process. For further information, please contact [email protected], stating your name and user name and the selected payment method!

7. Why was my withdrawal request cancelled/declined?

A cancellation may be cancelled due to:

⦁ The receiver of the withdrawal is not the same person as registered on the Account.

⦁ The deposited fund has not been turned over (wagered) at least once and/or applicable bonus conditions are not fulfilled.

⦁ Documents requested to verify card/account holder not received.

⦁ You may have not submitted requested identification documents, these need to be submitted in accordance with applicable regulations and legislations before approving a withdraw request.

8. How do I request a withdrawal from my account?

To request a withdrawal, you need to login to your account and make the request under the “Withdraw Money” section, then choose the preferred withdrawal option and send the request. Please note the minimum or maximum withdrawal limits before sending your request

9. Are there any conditions to be met before I can withdraw money?

In order to withdraw your funds, including any kind of bonus funds that may be added to your balance, the requirements first need to be met. You can find these requirements under Bonus Terms & Conditions and on the Promotions page of the website.