Deposits and withdrawals

Deposits

My deposit was refused. Why?
If you are trying to make a deposit but your transaction is declined or you encounter a problem with the payment page, there may be several reasons: • Your balance is ins...
My deposit has been ongoing for more than 10 minutes. What should I do?
If your deposit has been ongoing for more than 10 minutes, it is possible that an error has occurred during your transaction and that it has not worked. Please note than ...
I can't make a deposit. What should I do?
If your deposit is declined, you can check the following points: Check your payment informationMake sure the entered details are correct (card number, expiration date, et...
Deposit via Neosurf (MyNeosurf)
1. Go to the "Deposit" page and select the Neosurf option. Enter the amount of your code. 2. If your Neosurf code is for an amount of less than €50, you can also enter th...
I can’t find my deposit in my history. How can I know if it has been successfully completed?
If your deposit doesn’t appear in your history, it is likely that an error occurred during your transaction. Please note than our teams save all your deposit attempts. Ha...
What is the minimum and maximum amount I can deposit?
The deposit amount is a minimum of €10 (€5 if you opt for a deposit via Neosurf). In Belgium, from 21 November 2022, your deposits are limited to a maximum of €200 per we...

I can't enter my BIC code when making a withdrawal. What should I do?
What is a BIC code?The BIC code is a unique code for each bank that allows it to be recognized worldwide. Are you unable to enter your BIC code?It is possible that a tech...
I can't make a withdrawal. What should I do?
If you are unable to make a withdrawal, it may be related to one of the following situations: Your account is not yet activatedYou must confirm your email address to be a...
I haven’t received a verification email, what should I do?
If you haven’t received a verification email, it could be in your junk mail folder. If it isn’t there either, don’t worry, please contact our customer service and we wil...
I would like to deactivate the option to cancel a withdrawal. How do I do that?
If you wish, you can deactivate the option to cancel a withdrawal from your account.You can make the request by directly contacting customer service via the contact form....
I sent my documents to authenticate my account, but I haven’t got a response yet. Why?
The processing and validation of your documents takes on average a few days during our customer service’s opening hours.However, it can sometimes take longer for various ...
How long does it take to receive my withdrawal?
Processing timeThe majority of withdrawal requests are processed within a timeframe of up to 24 hours.In some cases, an additional delay may be necessary if further verif...