Your withdrawal is pending. What should you check first?

A pending status usually means the operator has logged your request but hasn't paid it out yet. The reason could be ordinary: an unfinished identity check, an active bonus, a detail that doesn't match, or a payment that has left the operator but hasn't reached your bank.

Pending doesn't tell you which one it is. That's why the order you check things in matters.

1. Check your account verification

Many operators won't pay out until your identity checks (often called KYC) are complete. Open your account or profile page and look for a verification status. If it says pending, incomplete or rejected, that's very likely your answer.

Upload documents only inside your account on the operator's official website or app. Don't send ID copies through social media messages or to anyone who contacted you first.

2. Confirm the bank details on the request

Open the withdrawal request itself. Is the account number correct? Does the name on the bank account match the name on your betting account? A mismatch can hold a payment or send it back.

3. Look for an active bonus

If you accepted a bonus, its terms may stop a withdrawal until the wagering is done, or cancel bonus winnings when you withdraw. Check the bonus section of your account and the offer's terms. Our guide on what to check before accepting a welcome bonus explains where these conditions usually sit.

4. Compare the delay with the published processing time

Find the operator's payments page or withdrawal terms and look for the processing time for your payment method. If you can't find one, ask support what it is. Then note two things: when you made the request, and how long has passed since. Use West Africa Time so your numbers match what support sees.

If the request needs a manual check, it may wait until someone is working. Weekends and public holidays can also slow things down on the bank's side.

Still inside the published window? Give it time. Past it? Move to the next step.

5. Contact support with a clean record

Before you message support, write down:

• the date and time of the request (WAT)
• the amount and payment method
• any transaction or reference number shown
• a screenshot of the pending status

Use the support channel listed on the operator's official website. Fake support accounts often reply to public complaints on social media, so read how to spot a fake betting support account before you share anything.

A real support agent never needs your password, PIN or one-time code. Don't share them.

If the money left the operator but hasn't arrived

Ask support for the payment reference, then take it to your bank. The operator can show that it sent the payment. Only your bank can trace why it hasn't landed.

What this guide can't tell you

Processing times differ by operator, payment method and account. This guide covers the general checks. It isn't a promise about any operator's timing. When we test a withdrawal ourselves, the method and the observed timeline go in the Test Lab.

Still stuck after all of this? Player Help explains what we can and can't do.