What should I do if my direct bank transfer withdrawal is missing?

How long do direct bank transfer withdrawals take?

• Withdrawal requests are processed within 72 hours
• Funds can take up to 5 business days to arrive after approval

Business days exclude weekends and public holidays.

 

What should I check before reporting a missing withdrawal?

Before requesting an investigation:

• Wait at least 5 business days after approval
• Confirm your registered bank details are correct
• Prepare a valid bank statement

Bank statements must meet specific document requirements.

 

What should I do if my direct bank transfer withdrawal has not arrived after 5 business days?

Follow the steps below in order.

 

Step 1: Check your registered bank details

Make sure your bank details are correct and up to date in your account.

 

Step 2: Send a bank statement

Your bank statement must show:

• All transactions from the withdrawal date until today.
• The last four digits of your bank account number.
• The account holder's name.
• The bank's URL, if you are sending an online statement.
• The bank's mailing address, if you are sending a paper statement.

You can send:

• A screenshot
• A scanned copy

 

How do I mask my personal information before sending it?

Mask sensitive information before uploading documents.

Card numbers

Show:

• First 6 digits
• Last 4 digits

Example:

444444*****4444

 

Account numbers

Show:

• First character
• Last 4 characters

Example:

7*****7777

 

IBANs

Show:

• First 2 letters
• Last 4 characters

Example:

XX*****1234

 

What if I have completed all steps and still need help?

If you completed all the steps and still need help, please get in touch with PokerStars Support.