Cancelling a Withdrawal Request

Article Title
Cancelling a Withdrawal Request

Category
General / General Cashout Enquiry / Cashout Policy

General Information
Players on US brands have the ability to cancel a withdrawal request, provided the request is still in a pending status.

Purpose / Objective
To guide agents in assisting players with cancelling a pending withdrawal request.

Scenario / Use Case
A player wants to cancel a withdrawal they recently requested.

Step-by-Step Instructions

1. Instruct the player to log into their account.

2. Navigate to:

   • My Account > Withdraw

3. Locate the pending withdrawal request.

4. Select the Cancel option next to the withdrawal.

Important Notes

• Only pending withdrawal requests can be cancelled
• Once a withdrawal is no longer pending, it cannot be cancelled

Additional Information / Tips

• Ensure the player understands that cancellation must be done before processing begins
• Direct players to the correct location in their account for the fastest resolution

Variations / Related Questions Phrased Differently

• “How do I cancel my withdrawal?”
• “Can I stop my withdrawal request?”
• “I changed my mind—how do I cancel my cashout?”
• “Why can’t I cancel my withdrawal?”

Common Issues / Troubleshooting

• Issue: Cancel option not available

  • Confirm the withdrawal is no longer in pending status

• Issue: Player unable to navigate to withdrawal section

  • Guide them step-by-step to My Account > Withdraw

Case Logging Requirements

• Owner: Customer Support / Support
• Category: General
• Subcategory: General Cashout Enquiry / Cashout Policy
• Subject: General Cashout Enquiry / Cashout Policy
• Resolved: Yes