About & Help

We make every effort to ensure that your cashout request is processed as quickly and efficiently as possible and use the most advanced security and encryption technologies to ensure that your transactions and all of your financial information are completely safe and secure.

To safeguard against potential online fraud, we may ask you to verify your identity before you can withdraw from your account. For more information about our authentication process, please click here.

• All cashout/withdrawal requests (“cashouts”) must be made via the website’s cashier section.
• Cashing out any winnings is possible only if you’ve made at least one deposit.
• You can request cashouts only once all your payments have received final approval. While your cashout request is in pending status, no promotional or any other bonuses will be processed. This will remain so until the status of your request has been finalised and approved.
• Upon cashout all of the player’s bonuses will be canceled, except for the bonus that is issued from redeeming comp-points.
• All cashouts require a verification procedures encompassing proof of identity, age and place of residency. As part of your verification process, you may also be asked to sign a form detailing all or part of your previous deposits to your account.
• We reserve the right to require verification for any cashout amount and cashout requests for an amount over €2000 in total may require additional verification.
• We reserve the right to pay any requested cashout amount via the same method used for your deposit payment/s. Where possible, cashouts will be transferred to the same account that the funds originated from.
• Withdrawal payments can only be made in the name of and to the registered account holder.
• Please note that when depositing with MasterCard, we might pay your withdrawal via bank transfer. While there are no fees charged for any of our cashout services, your bank or payment processor may levy a fee to process your cashout. The minimum wire transfer cashout is €50.
• The minimum cashout for Credit and Debit Cards as well as e-wallets is €10.
• Bonuses may only be withdrawn after all Bonus Policy requirements have been satisfied.
• If you request multiple withdrawals within the same 24 hour period, you may receive them in one payment. We may delay and/or stop the processing of a withdrawal if you have simultaneously made a deposit that is still being processed or is otherwise outstanding.
• We may require a phone verification before processing your withdrawal request. If we are unable to complete the phone verification, your withdrawal request may be declined and the funds returned to your balance.
• Should your cashout request fall short of the minimum permitted amount, the funds will remain in your account balance.
• We reserve the right to withhold any funds in your account until your account is fully verified.
• Any winnings will be paid out at the same monthly rate until completion.

Players should not treat Gratogana and/or Playes PLC as a financial institute by any means, and should not expect any interest and/or indexation on their deposits and/or player balance.

Cashout / withdrawal timeframes

• All cashout requests are processed within 24 hours from the time of the request - provided the requestor’s submission of the relevant documentation and/or IBAN (as requested via email).
• All time frames are calculated in business days (Monday through Friday).

Method	Process	Execution	Delivery	Total
Wire Transfer	Approximately 24 hours	Approximately 1 Day	Approximately 5-9 Days	Approximately 8-12 Days
Visa / Credit cards	Approximately 24 hours	Approximately 1 Day	Approximately 5-9 Days	Approximately 8-12 Days
Paypal	Approximately 24 hours	Approximately 1 Day	Approximately 5-9 Days	Approximately 8-12 Days
Skrill	Approximately 24 hours	Approximately 1 Day	Approximately 5-9 Days	Approximately 8-12 Days
Neteller	Approximately 24 hours	Approximately 1 Day	Approximately 5-9 Days	Approximately 8-12 Days

• During this processing time, you may cancel your cashout request from within the Cashier and return it to your account balance. This will allow you to play without making a new deposit. Note, however, that once the status of your cashout request has changed to its final status (either "Approved" or "Failed") you will no longer be able to cancel the request.
• You will be notified by email once processing has been completed and the funds have been transferred. Keep in mind that it may take additional time for your credit card or payment method provider to post your cashout funds to your account.
• We reserve the right to delay and/or stop the processing of withdrawal requests until final approval if there are any outstanding deposit transactions.

Please note that some third party delays may happen in rare cases and are beyond our control. If you have any issues simply contact our Support Center.

Reversing your cashout / withdrawal

• Cashout requests can be cancelled and the funds returned to your account for as long as their status is still pending.
• Once a cashout request has been approved (processed), it can no longer be reversed.
• When you cancel a cashout request, you bear full responsibility for any subsequent wager of such sum. We are under no obligation to refund any amount that is cancelled by you and which you subsequently wager.

Your ‘Cashout History’ can be viewed within the ‘Transaction History’ tab which can be accessed via the Cashier at the main menu of the site. Your cashout history provides you with a comprehensive list of all your cashout requests - both those processed and those cancelled. For assistance with cashouts or any other matter, please contact our Support Center. This Cashout Policy has been drafted in English. In the event of any discrepancy between the meanings of any translated versions of this Policy and the English language version, the meaning of the English language version shall prevail.