The funds may be credited to the new or existing card/account with the same institution.

If your institution confirms the funds were not redirected, or you do not have another card/account with them, please contact us with the following information, so we can initiate an investigation:

• Time and Date of the Transaction
• Amount & currency
• Payment Method/ Card Issuer
• Transaction Reference Number
• Any relevant account history or statements for your payment method showing that the payment has not been credited

If the provider cannot process a customer withdrawal request, we then have to transfer the funds via Bankout. To transfer funds via Bankout we require the following details: 

For customers in the UK using GBP, we require the following BACS details: 

- Bank Account Number

- Account Holder Name 

- Bank Sort Code

- Bank Name

- Bank Branch Address

For customers in the UK using any other currency, or outside of the UK, we require the following Telegraphic Transfer Details: 

- Bank Account/IBAN Number

- Account Holder Name

- Swift Code

- Bank Name 

- Bank Branch Address 

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