Why have I not received my withdrawal?
Several reasons could lead to delays in receiving a withdrawal. Before contacting us, please refer to the list below:
A. Processing times
Withdrawal requests are processed Monday to Friday during normal business hours. All requests received outside of these hours will be processed on the next business day.
Once received, we aim to process your withdrawal request within 1-2 business days. The amount of time it takes for a withdrawal to be cleared and appear in your account will vary depending on the withdrawal method used.
B. Wrong transaction details
For withdrawals to be processed smoothly, all the information and details entered must be entered correctly and in full. Withdrawals may be rejected, delayed, or not processed unless all the required information is provided. To ensure a faster withdrawal, please ensure all information you submit has been submitted correctly.
C. Incorrect transaction type
As part of our security and fraud protections, clients can only withdraw using the method used to make their original deposit. For example, if you made the initial deposit via credit card, the withdrawal must return to the same credit card. If you select the wrong method during your withdrawal request, this may cause the withdrawal to be rejected.
D. Technical Issue
A temporary outage or technical issue may have prevented your withdrawal request from being processed. If you have not received your funds after the expected period, please contact our Client Services team.
E. Credit Card Refund
Please note that the timeframe for receiving a credit card refund is 5-7 business days, although it may vary depending on your bank. If your bank is unable to locate the refunded amount on your card after 7 business days, an ARN code can be provided.
IMPORTANT: Since this is a refund process, you must inform the bank that the ARN is related to a refund, not a bank transfer. Banks may not be able to trace the funds if they mistakenly process the ARN as an international bank transfer.
If none of the above applies and your deposit has exceeded the expected processing time found on our withdraw funds page, please contact our Client Services team with the following information:
- Withdrawal ID reference (you will receive this information via email after applying for a withdrawal. The reference is followed by a #)
- Date of withdrawal and the amount requested.
- Your trading account number
Rejected Funds by the Bank
If your bank rejects the receipt of funds and returns them to Axi, please be aware that we are unable to block this transfer from our end. This inter-bank procedure may take from 3 weeks up to 40 business days. While it is possible that the funds may arrive sooner, we are unable to confirm the timeframe or control the speed of this process.
Once the funds arrive in our account, they will be immediately added to your MT4 account.
Recall of Funds
If your bank cannot locate the bank transfer, we can recall the funds back to your trading account. Please be informed that this inter-bank procedure may take from 3 weeks up to 40 business days. While it is possible that the funds may arrive sooner, we are unable to confirm the timeframe or control the speed of this process.
Once the funds arrive in our account, they will be immediately added to your MT4 account.
IMPORTANT: Please note that after a recall of funds, bank fees may be applied. As a result, the refunded amount might differ from the original amount sent. Unfortunately, Axi does not have control over these bank fees.