Several reasons could lead to delays in receiving a withdrawal. Before contacting us, please refer to the list below:

Processing times

Withdrawal requests are processed Monday to Friday during normal business hours. All requests received outside of these hours will be processed on the next business day.

Once received, we aim to process your withdrawal request within 1-2 business days. The amount of time it takes for a withdrawal to be cleared and appear in your account will vary depending on the withdrawal method used. Below is an approximate guide to withdrawal times using common withdrawal methods:

• Bank Transfer – 2-5 business days
• Cryptocurrency - Instant* (once your request has been processed*)
• Credit/Debit Card - Instant* (once your request has been processed*)
• E-wallet (e.g., PayPal/Skrill/Neteller) - Instant* (once your request has been processed*)
• PIX - Instant* (once your request has been processed*) (method available only to residents of Brazil)
• PayNow - Instant* (once your request has been processed*) (method available only to residents of Singapore)

*Instant payments may still take a few minutes to reach your account after being processed.

**We aim to process your withdrawal request within 1-2 business days.

IMPORTANT: Public/bank holidays can delay the receipt of payments. If you do not receive your funds after the expected period, please contact our Customer Service.

Additionally, any payment confirmation (e.g. for bank transfer) can be provided after 3-5 business days when the payment was processed and sent.

Wrong transaction details

For withdrawals to be processed smoothly, all the information and details entered must be entered correctly and in full. Withdrawals may be rejected, delayed, or not processed unless all the required information is provided. To ensure a faster withdrawal, please ensure all information you submit has been submitted correctly.

Credit Card Refund

Please note that the timeframe for receiving a credit card refund is 5-7 business days, although it may vary depending on your bank. If your bank is unable to locate the refunded amount on your card after 7 business days, an ARN code can be provided.

IMPORTANT: Since this is a refund process, you must inform the bank that the ARN is related to a refund, not a bank transfer. Banks may not be able to trace the funds if they mistakenly process the ARN as an international bank transfer.

Technical Issue

A temporary outage or technical issue may have prevented your withdrawal request from being processed. If you have not received your funds after the expected period, please contact our Client Services team.

If none of the above applies and your deposit has exceeded the expected processing time found on our withdraw funds page, please contact our Client Services team with the following information:

1. Withdrawal ID reference (you will receive this information via email after applying for a withdrawal. The reference is followed by a #)
2. Date of withdrawal and the amount requested.
3. Your trading account number