Withdrawal technical issues

Crypto for withdrawals

It is important to note that customers will only have access to withdraw in the currency for which they currently have funds in.

For example, if a customer deposits using BTC, makes a swap for USDT and then want to withdraw the funds, they will only be able to see the options for BTC and USDT.

So, if they want to withdraw funds in any other cryptocurrency, they will need to make a swap first for that currency.

Timeframes for withdrawals

Withdrawals for cryptocurrencies are automatic until a certain amount of the request. This means that the system approves them automatically without having to bypass a security review from our accounting team.

Requests made that exceed the $10,000 or the equivalent exchange will take up to 6 hours for our accounting team to review them.

The timeframe for the withdrawals to hit the customers' accounts is different depending on the currency selected:

• Crypto can take up to 24 hours

• Fiat can take up to 10 business days (weekends not included)

Withdrawal requirements

Users must abide to completing the requirements of the bonuses before they can withdraw any funds. Before making an escalation for any type of request, it is imperative that customer service agents check if there are pending rollovers.

Also, customers have access to this information when they are requesting a withdrawal on the site. The system will display the funds available for withdrawing and the funds locked due to rollover requirements.

They can also check the minimum amount that they can withdraw in a certain currency and the fee that will be charged for the transaction.

It is also important to consider that customers are required to complete KYC level 1 in order to make their first withdrawal.

From then on, and depending on the amount of the withdrawal, they will need to complete higher levels for the KYC verification.

Withdrawal crypto issues

Customers can sometimes experience issues to withdraw their funds, some of the most common are the following:

Account verification not completed:

To ensure the security of customer funds, clients must complete personal information verification (KYC) before they can request withdrawals.

Withdrawal amount not meeting minimum requirements:

The withdrawal amount may not meet the minimum withdrawal requirements.

Unmet betting requirements:

Clients may not have completed the necessary betting conditions or requirements. Specific total betting requirements can be viewed in their account details or by contacting customer service.

Account security restrictions:

Their account may have temporary withdrawal restrictions due to security anomalies. Customers must contact customer service immediately, and we will resolve the issue for them.

Technical issues:

Network connection issues may also prevent withdrawals. Customers must check their internet connection or contact customer service.

Other issues:

If none of the above applies to their withdrawal issue, customers must contact XYes customer service department, and we will help resolve any problems encountered during withdrawals.

Withdrawing crypto and fiat at the same time

If customers have previously made deposits using both cryptocurrency and fiat currency, they can withdraw using both methods at the same time. However, if they have only deposited via cryptocurrency, they can only withdraw using cryptocurrency; similarly, if they have only deposited via fiat currency, they can only withdraw using fiat currency.

The escalation

If after checking all these aspects of the withdrawal process, the case is still not clear, then you may proceed with the escalation process to have our developers' or finance's team check it.

Make sure to create the ticket in Intercom for the customer to follow up and so that we can keep up to date with new information about the case.

It is important to include all pertinent account's information, the issue the customer is claiming to have, all investigation done by customer service agent and screenshots that show the customer's problem clearly.

Create the correct expectations with the customer and let them know that we do not have an estimated time frame for the issue to be solved, but that we will contact them as soon as we have an update.