Why is my withdrawal still pending?


When completing the corresponding fields for your withdrawal ticket, you must take in mind that, when entering your two-factor authentication (2FA) code, the process has not yet been completed.



After generating your ticket, you will be able to see the following notification on the screen:



It indicates that you must go to your email inbox for security reasons to proceed with the processing of your request. 


Before confirming via email, you must verify that the information is correct; otherwise you have the possibility to cancel. Take in mind that, once the confirmation by mail has been made, the transaction cannot be canceled



If you have already verified that the information is correct and you want to confirm the withdrawal, you must go to your email, identify the transaction confirmation email, which you can find in the inbox, notifications, promotions, unwanted or spam. 



  • Verify that you have access to your email and that it is enabled to receive new messages.


If so, after having identified the confirmation email corresponding to the transaction, you must click on the "Confirm withdrawal"



Subsequently, you will automatically receive an email, which will indicate that the transaction is being processed.  


Once your withdrawal is processed, you will receive an email, which will indicate the final status of the operation. In case your withdrawal request has any observation, we will contact you as soon as possible via email.