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. Below is an approximate guide to withdrawal times using common withdrawal methods:

Bank Transfer – 1-3 business days*
Credit/Debit Card (Visa, Mastercard) – Instant**

*Bank Transfers might take up to 5 business days to be received.

**Instant payments may still take a few minutes to reach your account after being processed by the Financial Team.

Please note: Public/bank holidays can delay the receipt of payments. If you do not receive your funds after the expected period, please contact our Customer Service team.

For more information on withdrawal timeframes, view our withdraw funds page.

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.

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.