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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