Reviewing withdrawals

When a player requests a withdrawal, their money is already held out of their balance (see How players withdraw). The request then waits for an operator to approve or reject it. This page covers that queue and the two decisions.

This is separate from crediting or debiting a player yourself — that is Crediting and debiting a player. Here you are acting on a request the player made.

The queue

The review queue lists withdrawals that are not yet settled — anything pending, plus ones that hit an error or were rejected, so you can see recent history alongside the work. You can narrow it by status, provider, player, currency, date range and verification level, and export the result.

Each row carries the amount, method and provider, the player, and any note or player-facing message already attached.

Approving

Approving releases the payout and marks the withdrawal success. What happens under it depends on the method:

• Manual bank transfer — you must enter a bank reference (the UTR or transfer reference) when you approve. This is what ties the platform's record to the actual bank payment, so enter the real one. The approval is passed to the bank payment step to complete.
• Gateway providers — approving triggers the provider to execute the payout. No bank reference is needed.

Once approved, the withdrawal is stamped with your identity and the time, and the player is notified of success.

A bank reference is a record, not a formality

For manual bank withdrawals the reference you enter is the only link between this record and the money that actually left the bank. A wrong or made-up reference makes the payout impossible to reconcile later. Approve only once the transfer is genuinely done, with its real reference.

Rejecting

Rejecting refuses the payout and returns the held money to the player's wallet automatically — that is part of the rejection, not a separate step. The withdrawal ends as rejected.

Rejecting requires two things:

• An internal note — for the record and the next operator. Not shown to the player.
• A player message — the reason the player sees. Write it as something a player should read.

The player is notified of the rejection with your message. Because the refund is automatic, do not then credit the player again — that double-pays them. See the warning in How players withdraw.

Reasons a withdrawal is refused

Rejections are recorded against a reason. The ones the platform recognises are:

Reason	When it applies
KYC incomplete	The player is not verified to the level this withdrawal needs
Fraud suspected	The withdrawal or account looks fraudulent and needs investigation
Balance too low	The balance does not support the payout
Limit exceeded	The withdrawal breaks a limit
Rejected by admin	A manual rejection that does not fit the above — explain it in the note and player message

A rejection you make by hand from the queue is recorded as Rejected by admin; use the note and player message to say what actually happened.

Manual bank deposits are reviewed the same way

Manual bank deposits — where a player transfers into a brand bank account — also wait for an operator, in their own request list. The actions there mirror this page:

Action	What you provide	Result
Approve	The bank reference / UTR, and the amount received	The deposit is confirmed and the wallet credited
Reject	A reason	The deposit is refused; nothing is credited
Refund	A reason	A confirmed deposit is reversed and the money taken back out

Approving a manual bank deposit is what credits the player — until an operator confirms it against the bank reference, the money is not in the wallet. Setting up the bank accounts players pay into is covered in Providers and settings.

Who can do this

Reviewing withdrawals and manual bank requests is gated by the manual-bank management permissions (view, and edit to act on a request). These sit with finance roles. See Roles and access.

Not documented here

Automated fraud scoring, velocity checks, and any auto-approval thresholds — if the brand uses them — are not covered. This page describes the manual review an operator performs.