Firstly, check your payment method’s transaction history from the date the withdrawal was requested to ensure the money hasn't gone in sooner than expected. You can view a full list of withdrawal timescales here.

If five working days (not including weekends or bank holidays) have passed since the withdrawal was confirmed on your 'Transaction history' page and you still haven't received your money, please contact customer support.

We'll then be able to escalate this for you to obtain the ARN (Acquirer Reference Number) from our payment provider. The ARN, which we ask you to allow up to 48 hours to receive, will enable your bank to trace the withdrawal. Contacting your payment provider is also advised.

If you need assistance, please click here to see our contact details.