Withdrawal policy

1. Introduction and your agreement

The purpose of this policy is to make withdrawals predictable. By opening an account and requesting a withdrawal you agree to the rules below, which apply alongside our Terms of Use. We may update them from time to time under section 11.

2. Available withdrawal methods

You can withdraw by bank transfer to a UK bank account, to PayPal, or back to the Visa or Mastercard card used for your deposit. Withdrawals to cryptoasset wallets are handled by your exchange rather than by us, because funds are held there. The receiving account must be in your own name. Payments to a third party, to a business account or to an account in another person's name are not accepted, even if the account holder is a family member.

3. Processing times

Standard times are within 24 hours for PayPal, one to three business days for bank transfers and one to five business days for cards. The clock starts once your request has been approved. Approval normally happens on the same working day, but requests made at weekends, on bank holidays or after 17:30 are reviewed on the next working day.

Delivery speed after approval also depends on your bank, card issuer or wallet provider, which we do not control. If a payment has not arrived by the end of the stated period, tell us and we will trace it with the provider.

4. Fees and costs

We do not charge a fee for withdrawals. Your bank, card issuer or payment provider might, and exchanges can charge for moving assets out of their platforms. Any charge we know about is shown to you on the withdrawal screen before you confirm.

5. Withdrawal limits

• The smallest withdrawal is £20.
• The largest single withdrawal is £50,000 for a verified account.
• Up to three requests can be made in one day.

Higher amounts can be split across days. Where a legal or security reason requires it, we may lower a limit for your account and will explain why unless the law prevents us. Limits may be raised for long-standing accounts that have completed enhanced checks, and your manager can tell you whether that applies to you.

6. Verification checks

Before a first withdrawal we need to have verified your identity and address, as explained in our KYC and AML policy. We may also ask about the source of funds for large or unusual withdrawals. A withdrawal is paid only after these checks are complete.

7. Reasons for delay or refusal

A request can be held or declined if the details do not match the verified account, a document is missing or out of date, the destination account is not in your name, we need to investigate a security alert, a regulator or law enforcement body requires it, or a technical fault at the provider prevents payment. Wherever we can, we tell you what is needed to release it.

8. Your responsibility for payment details

Please check the bank account, PayPal address or card before you confirm. If you give incorrect details, funds sent there may be difficult or impossible to recover, and we cannot be held responsible for that loss. Keep your contact details up to date so that we can reach you about a request.

9. Cancelling or changing a request

You can cancel a request from the dashboard while its status is "Pending". Once it has been approved and sent to the payment provider it can no longer be changed, and any correction would be a new transaction, subject to the checks above.

10. Support

If a withdrawal is taking longer than the stated time, write to [email protected] with the date and amount, or ask your personal manager. We usually reply within one working hour during support hours and will tell you what stage the payment has reached.

11. Changes to this policy

We may change this policy to reflect new rules, payment methods or limits. Material changes are announced on this page and by email at least 30 days before they apply, and the version in force on the day you request a withdrawal is the one that governs it.