Deposits & Withdrawals

In broad terms, three families of payment method are supported:

• Debit and credit cards issued in your own name — the fastest and most widely available option.
• Electronic wallets and online payment services registered in your own name, where available in your country.
• Bank transfer from an account held in your name, using the payment reference generated for your deposit.

Deposits must come from an instrument or account that belongs to you. Payments from a third party, from an anonymous or prepaid instrument that cannot be traced to you, or from an account whose holder name does not match your profile, will be rejected and returned to the source. Always use the reference shown on the deposit screen for bank transfers — a missing reference is the most common cause of a delayed credit.

Before your first deposit is used, we may ask you to confirm that the instrument belongs to you. Keep your profile name, address and contact details accurate so that the checks pass without friction.

Card and wallet payments are usually credited within minutes of authorisation, although the provider may add a short review step. Bank transfers depend on the sending bank and the payment network: domestic transfers commonly arrive within one to a few business days, and cross-border transfers can take longer. Transfers sent outside banking hours, at weekends or on public holidays start processing on the next business day.

The indicative time frame for the method you have chosen is shown on the deposit screen before you confirm. Until a deposit is fully cleared, part of the balance may be shown as pending and may not be available for every operation.

Every funding method has a minimum amount per transaction and a maximum per transaction, per day and per month. Minimums exist because very small payments cost more to process than they are worth; maximums exist for security and provider reasons. The figures differ between methods, currencies and countries, and they can be adjusted from time to time.

The limits that apply to you are displayed on the deposit screen at the moment you enter an amount, and are also listed in the fee and limit schedule published in your account. If you need to fund more than the standard maximum allows, contact support before sending anything so the payment can be arranged correctly.

Amounts sent below the minimum, or above the maximum accepted by the provider, may be rejected and returned to the source, less any charges applied along the way.

Your account is denominated in the currency you selected when it was opened. If you pay in a different currency, a conversion takes place — either by your bank, card issuer or wallet provider before the money reaches us, or by our payment provider on receipt.

Conversion is carried out at the rate applied by the institution performing it at the time of the transaction, which normally includes a margin over the reference market rate. Because rates move, the amount credited to your account may differ slightly from the amount you expected when you initiated the payment, and a conversion performed in both directions can result in a difference even when nothing else changes.

Where the payment page offers you a choice of currency, the rate and any conversion charge are shown before you confirm. To avoid a double conversion, fund in your account currency where you can.

Any charge we apply to a payment is disclosed on screen before you confirm and is set out in the fee schedule published in your account. Charges applied by other parties in the payment chain — your card issuer, wallet provider, sending bank, receiving bank or any intermediary institution — are set by those parties, are not received by us, and are borne by you.

Practical consequences to keep in mind:

• A bank transfer sent with shared or beneficiary-pays charging instructions may arrive slightly reduced; the balance credited is the amount actually received.
• A card issuer may treat a funding payment differently from a retail purchase and add its own charge or interest — check with your issuer if in doubt.
• Currency conversion margins are a cost even when no separate fee line appears.
• If a payment is returned unpaid because of incorrect details, the charges of the failed transfer may be deducted from the returned amount.

Money leaving your account follows the route it arrived by. Where you funded with a card, the amount is returned to that card, normally up to the total deposited on it; where you funded through a wallet, it goes back to the same wallet; where you funded by bank transfer, it goes back to the same bank account in your name. Where several methods were used, the return is allocated across them in proportion to the amounts received, in the order that our payment providers require.

This rule is standard practice for regulated financial services: it prevents payment instruments being used to move money between unrelated accounts and it protects you if an instrument is compromised. It is only relaxed where the original method can no longer receive funds — for example an expired or closed card — in which case an alternative destination in your own name must be evidenced.

The procedure, timings and conditions for taking money out are set out in full in the Withdrawal Policy.

A payment may be refunded rather than credited when it cannot be accepted — for example if it was sent from an instrument that is not in your name, if it fell outside the accepted amounts, if the account could not be opened, or if a duplicate payment was made in error. In those cases the money is returned to its source using the same route, and any charges applied by the institutions in the chain may be deducted.

Refunds of this kind are normally initiated within a few business days of the issue being identified, and the time until the money appears depends on the provider — cards in particular can take several business days to show the credit on a statement. If you believe a payment should have been refunded and it has not appeared, contact support with the date, amount and reference of the original payment.

If you do not recognise a payment on your statement, contact us before raising a dispute with your provider: most cases are resolved faster directly, and an open dispute may temporarily restrict activity on the account.

Read the Withdrawal Policy