How withdrawals work at Skroll (and why they take up to 24 hours)

At Skroll, every withdrawal is reviewed by a person and approved within 24 hours. Once it is approved we send it to the blockchain, and the coin's network decides how long it takes to reach your wallet. While a request waits for review it shows as pending; that is the normal state, not a problem. This guide explains what we check, what can hold a withdrawal up, and how to get paid on the first try.

The process: request, review, blockchain

1. You request it. Go to Withdraw, pick a coin, paste the address of a wallet you own and enter the amount. The screen shows the estimated network fee and what you will receive. The amount is reserved from your balance straight away.
2. We review it. A member of our team checks the request, as described below, and approves it within 24 hours.
3. We send it. After approval the payment goes out through our payment processor to the address you gave. You can follow it under Account → Balance History → Withdrawals.
4. The network confirms it. How long this takes depends on the coin (see the table further down), not on us.

There is no maximum per request. Each coin has a small network minimum set by the payment processor; if your amount is below it, the withdrawal screen tells you.

Why we review every withdrawal

Manual review is slower than an automatic payout, and we know it. We do it because it protects you as much as us:

• Account security. If someone got into your account, the review is the last point where a withdrawal to their wallet can be stopped. Crypto payments cannot be pulled back once they are sent.
• Anti-money-laundering rules. As a licensed operator we have to know who we pay. That is why identity checks exist, and why we may ask for documents before approving a withdrawal. Our AML & KYC policy explains what we may ask for.
• Bonus terms. The reviewer checks that bonus funds are handled the way the terms say, so honest players are not paying for bonus abuse.

What must be true before you can withdraw

The withdrawal screen stops a request straight away, before it ever reaches review, if one of these is not met:

• You have made a deposit. An account that has never deposited cannot withdraw.
• Your deposits have been played through once. Deposited money, and free credits such as daily rewards, must be wagered at least once (1x) before it can be withdrawn. This stops the site being used as a currency exchange. If you try too early, the message tells you how much is left to play.
• You are not reaching into a locked bonus. The welcome bonus stays locked until its wagering requirement (30 times the bonus amount) is complete. You can withdraw at most your balance minus the locked bonus. If you withdraw before the requirement is complete, the locked bonus is forfeited.
• The address is valid for the coin. We check that the address format matches the coin you picked.

What can delay a withdrawal

Most requests are approved without any contact from us. These are the cases that can take longer:

• A verification (KYC) request. We may ask for a government-issued photo ID, proof of address and, above certain thresholds or when something needs a closer look, evidence of where your funds come from. Withdrawals are held until verification is complete. Upload documents only through support, never in chat.
• Bonus questions. Patterns such as betting on both sides of a game to clear wagering count as bonus abuse under our terms, and the reviewer may need to look closer.
• A wallet that is not yours. Withdrawals go to a personal wallet you own and control. Payouts to third parties are not allowed.
• Coin choice. We may ask you to withdraw in the same coin you deposited.

If we need something from you, we contact you. Answering quickly is the fastest way to get the withdrawal approved.

After approval: how long each network takes

Once a withdrawal is approved and sent, arrival time is down to the blockchain. As a guide, these are the networks' typical block times; your wallet or exchange may wait for several confirmations before it shows the funds.

The network fee is deducted from the amount you withdraw, and the screen shows the estimate before you confirm. We do not add our own withdrawal fee unless it is shown on the withdrawal page. For a comparison of fees and traps by coin, see all 17 coins compared.

Checklist for a first-try payout

1. Play your deposit through once, and finish or give up any bonus you do not want to forfeit.
2. Choose a coin and network your receiving wallet or exchange supports. A payout sent to the wrong network cannot be reversed.
3. Paste your own address with copy and paste, then compare the first and last four characters.
4. Check the estimated network fee and the "receive" amount before you confirm.
5. Turn on two-factor authentication under Account → Security, so nobody else can request a withdrawal from your account.
6. If we ask for documents, send them through support as soon as you can.

When to contact support

Contact support if a withdrawal has not been approved 24 hours after you requested it and we have not asked you for anything, or if it was approved and sent but your wallet does not show it after the network's normal confirmation time. Include the withdrawal amount, the coin and network, and the address you gave. Withdrawal reviews are prioritised.

If you are taking a break: a self-exclusion blocks bets and deposits, but you can still withdraw your balance. The responsible gambling page explains the tools. For quick answers, see the FAQ.