Withdrawal policy

1. Purpose and your agreement

The policy exists so that you know, before you deposit, how withdrawals work. By opening an account and requesting a withdrawal you accept the terms below. It should be read with the Terms of Use and the deposit and withdrawal methods page, which sets out each method in detail.

2. Available withdrawal methods

You may withdraw to the same method you used to fund your account, subject to that method being available and in your name. Currently these are:

• PayPal, ewallet
• Visa, debit / credit card
• Mastercard, debit / credit card
• PayID / bank transfer, bank transfer

Withdrawals are made in Australian dollars. Where an exchange or provider requires a different currency, a conversion fee may apply and is shown before you confirm.

To withdraw, sign in, open the withdrawal section, choose a method and an amount, and confirm with your two-factor code. A confirmation email follows, and you can follow the request until the funds arrive.

3. Processing times

Standard processing times are listed in the table below. They begin when your request is approved, not when it is submitted, and exclude weekends and public holidays where a business-day measure is used.

Factors that can lengthen a withdrawal include verification checks, a bank's own cut-off times, the card issuer's processing, public holidays, and unusually high volumes of requests.

4. Fees and charges

We do not charge a fee for withdrawals. Your bank, card issuer or payment provider may apply its own charges, and these are outside our control. Where any cost applies on our side, it is shown on screen before you confirm the request.

5. Limits

Minimum and maximum amounts depend on the method, your verification level and the funds available in your account. The limits that apply to you are displayed when you start a withdrawal. Large requests may be split, or may need additional checks before they are released.

If a method you used to deposit is no longer available, for example because a card has expired or been closed, contact support. We will agree on an alternative route that we can verify as belonging to you, which can take longer than usual.

6. KYC and AML/CTF checks

We are required to confirm your identity and to review certain transactions before releasing funds. Your first withdrawal normally needs completed identity verification, and unusual or large withdrawals may require further information such as the source of the funds. See the KYC and AML/CTF page for the documents and steps involved.

7. Reasons for delay or refusal

• Verification is incomplete or documents do not match your account details
• The destination account or card is not in your name
• The payment details are incorrect or the provider rejects the payment
• Additional AML/CTF or fraud checks are needed
• Technical problems with the provider, or regulatory requirements that apply to the transaction

We will tell you the reason where we are allowed to, and what you can do to resolve it.

A delay is not the same as a refusal. Most holds are lifted once the missing information has been provided, and a withdrawal that has been held is processed on the next available cycle after the check is cleared.

8. Your responsibilities

You are responsible for making sure that bank, card and wallet details are accurate and that the account belongs to you. Funds sent to a wrong account because of incorrect details provided by you may not be recoverable. Please check every detail before you confirm.

9. Cancelling or changing a request

A withdrawal request can be cancelled or changed from your account while it is still marked as pending. Once it has been approved and sent to the payment provider it cannot be cancelled, and any correction would need to be dealt with by the provider.

10. Support

If a withdrawal is taking longer than the times shown, contact [email protected] or your account manager. Quote the date and amount of the request, and we will tell you where it is up to. We normally reply usually within one business hour.

11. Updates to this policy

We may update this policy when our payment methods, our providers or the law change. The new version applies from the date it is published on this page. If a change materially affects withdrawals already in progress, we will say so.