This guide explains what to do if your withdrawal is pending, delayed, unsuccessful, held or sent to an expired payment method.
Why is my withdrawal still pending?
Withdrawal requests are usually reviewed within 24 hours. If verification documents, additional information or further security or compliance checks are required, the review may take longer.
If your account has not been verified, you may need to submit documents before your withdrawal can be approved. Check your registered email address and any notifications displayed in your AlphiBet account.
If you have already submitted your documents, allow the stated verification time for them to be reviewed.
For more information, visit the Verification section.
Why have I not received my withdrawal?
After your withdrawal has been approved and released, the delivery time depends on the payment method and provider used.
For example:
Banks supporting fast payments may receive the funds shortly after release.
Standard bank processing may take several working days.
International bank transfers normally take longer than card or digital wallet payments.
Cryptocurrency withdrawals depend on blockchain confirmations.
Visit the Withdrawal methods article for the processing time that applies to your selected method.
If the expected processing time has passed, check with your bank or payment provider first. If they cannot locate the payment, contact our Customer Services Team with:
The transaction date and time
The amount and currency
The payment method or card issuer
The transaction reference number
Providing complete and accurate information will help us investigate the payment more quickly.
Why did my withdrawal fail?
A withdrawal may fail if the payment provider cannot process it or if the payment details are incorrect or no longer valid.
If a withdrawal fails, the funds will normally be returned to your AlphiBet balance.
Check that:
Your payment details are correct.
The payment method is active.
The payment method is registered in your own name.
Your account has been verified.
The amount is within the limits for the selected method.
You can then try another withdrawal method available in your Cashier.
Customers registered outside Canada may be able to withdraw by international bank transfer. Visit International bank transfer for more information.
If no alternative method is available, contact our Customer Services Team.
Why is my withdrawal being held?
A withdrawal may be held while we complete account, payment or security checks.
Before a withdrawal can be released:
Your deposits must be confirmed and must not have been charged back, reversed or cancelled.
Your account must be verified and in good standing.
Any requested documents must be submitted and approved.
The necessary security and compliance checks must be completed.
If further information is required, we will contact you using the email address registered on your AlphiBet account.
Your withdrawal will be processed after the required checks have been completed and approved.
What should I do if my payment method has expired?
In many cases, your bank will redirect the funds to a replacement card or another active account you hold with the same bank.
Contact your bank first and ask whether the payment has been redirected.
If your bank confirms that it cannot receive or redirect the payment, contact our Customer Services Team with:
The transaction date and time
The amount and currency
The payment method or card issuer
The transaction reference number
Confirmation from your bank that the funds were not received or redirected
Customers registered outside Canada may be asked to provide bank details so that the funds can be sent by international bank transfer.
For information about replacing an expired card, visit Managing your payment methods.
Can I cancel a withdrawal?
A withdrawal can only be cancelled while it is still pending and before it has been processed by our Payments Team.
If cancellation is available:
Select My Account from the top menu.
Select Pending Withdrawals.
Choose the withdrawal you want to cancel.
Select Cancel.
Confirm the cancellation.
The funds will return to your AlphiBet balance. You can check the cancelled transaction in My Account → Banking History.
If Pending Withdrawals or the Cancel option is not displayed, the withdrawal can no longer be cancelled.
When should I contact Customer Services?
Contact our Customer Services Team if:
Your withdrawal has been pending longer than expected, no action is required from you and you need an update.
The expected delivery time has passed.
Your payment provider has rejected the transaction.
Your bank cannot locate or redirect the funds.
Your withdrawal failed and no alternative method is available.
Have your transaction details and any relevant messages, reference numbers or screenshots ready.