A withdrawal is the moment a player decides whether to trust you. Our team processes withdrawal requests through your payment providers, e-wallets and bank accounts — checked properly, approved quickly and paid out within the timeframes in your SLAs.
What happens to every withdrawal
Each request goes through the same steps, in the same order, so every player is treated the same way:
- Account review — the player's history, deposits and payment methods are checked against your Fraud and Risk policy.
- Document check — identity, address and payment method ownership are confirmed, with further documents requested where your AML policy requires them.
- Decision — the request is approved, held for documents or escalated to your team with a clear reason.
- Payout — approved withdrawals are sent through the right payment provider and confirmed.
Why withdrawals get delayed
Most delays come from a handful of causes: documents that weren't requested early enough, a payout method that doesn't match the deposit method, provider-side issues, or a request waiting in a queue nobody owns. Our team takes ownership of each request during the shift, asks for what's missing up front and follows provider issues through until they're resolved.
Fewer complaints, fewer chargebacks
Players who know where their money is don't open disputes. Clear, consistent handling of withdrawals reduces complaints to customer service, escalations and chargebacks — and the time your team spends on them.
Working with your customer service team
When a player contacts support about a withdrawal, your agents need an answer fast. We handle payment queries and escalations from your customer service department, so agents can give players a real update instead of a holding message.
Payout routes and payment methods
Players expect to be paid back quickly and, usually, the way they paid in. Many operators follow a closed-loop approach — returning funds to the method used to deposit — and set rules for methods that can't receive payouts, such as some vouchers. Whatever your policy says, we apply it the same way every time and note the reason whenever a payout goes to a different method.
What we need from you
- Your Fraud and Risk policy and the withdrawal timeframes in your SLAs.
- Access to your back office and payment provider portals.
- Limits and thresholds that trigger extra checks or approval by your team.
- Escalation contacts for risk, compliance and responsible gambling.
Withdrawal processing is part of our payment processing service. Tell us about your setup and we'll get back to you within one working day.