Withdrawal Requests
The Withdrawal Requests page is a dedicated area in the Merchant Console providing an overview and a queue of player withdrawal requests. All of those requests require manual review and approval from your team. A withdrawal will appear here when it exceeds the auto-approval limits or daily withdrawal quota you have configured in your Hot Wallet settings, or when auto-approval is disabled entirely for a given asset.
Withdrawals that fall within your configured auto-approval limits are processed automatically and will not appear in this queue. To adjust these thresholds, see User Withdrawal Limits.
The Withdrawal Requests Queue
When you navigate to Withdrawal Requests, you will see a table of all pending and previously actioned requests. The table includes the following columns:
Transaction ID
Unique identifier for the withdrawal request
User ID
The player who submitted the request
Request Time
The date and time the request was submitted
Origin Address
The address to which funds will be sent too
Destination Address
The player's external wallet address
Asset
The cryptocurrency or stablecoin being withdrawn
Amount
The withdrawal amount in the selected asset
USD
The equivalent value in USD at the time of the request
Action
Approve or reject the individual request
Filtering and Searching
To help you manage your queue efficiently, the following filters are available:
Timeframe - filter by a preset period (today, yesterday, this week, this month, this year, or all time) or define a custom date range.
Asset - filter by a specific cryptocurrency or stablecoin.
Search - look up a specific request by transaction ID, user ID, or wallet address.
You can also filter by request status:
Pending - requests awaiting your approval or rejection.
Rejected - requests that have been previously declined.
Viewing Request Details
For a full breakdown of any individual request, click the "Details" button on the relevant row. The details panel provides the following information:
User ID
Origin and destination wallet addresses
Asset and transaction type
Request time (UTC)
Amount in asset
Status
Transaction hash
Transaction ID
From the details panel, you can also take action directly using the Approve or Reject buttons.
Approving Withdrawal Requests
You can approve requests individually or in bulk.
Individual Approval
Click the "Approve" button in the Action column of the relevant row, or use the Approve button within the request's details panel.
Bulk Approval
Select multiple requests using the checkboxes in the first column of the table, and use the bulk action controls to approve them in a single action.
Approvals are irreversible.
By approving a withdrawal request, you are authorising an immediate transfer of funds to the player's specified wallet address. Once confirmed, this action cannot be undone.
Before approving, ensure your Hot Wallet float holds sufficient liquidity to cover the total value of the requests you are approving. See Float Set-Up and Maintenance for guidance.
Processing Times
The majority of approved withdrawals are processed within 5 seconds to 5 minutes. Processing times may vary depending on network conditions.
Partial Processing in case of Bulk Approval
When approving in bulk, it is possible that not all requests in a batch will process successfully. For example, 95 out of 100 approvals may complete, whilst the remaining 5 require further attention.
If some requests in a bulk approval do not process successfully, navigate to User Transactions to identify and review the affected transactions individually.
Rejecting Withdrawal Requests
If you need to decline a request, click the "Reject" button for the relevant row or use the Reject button within the details panel.
When rejecting a request, you will be required to:
Select a reason for the rejection from the available options, e.g. Invalid request.
Leave an internal note (optional) for a comment for your team's records.
The rejection reason and note are for internal use and will not be visible to the player.
Keep in Mind
You are responsible for reviewing requests that exceed your auto-approval limit or that surpass a player's daily withdrawal quota. These will always land in this queue for manual review.
Always check your operational float before approving large or high-volume batches. Approving more than your Hot Wallet can cover may disrupt ongoing player activity.
For any transactions that fail to process after a bulk approval, review them individually via the User Transactions page before re-attempting.
What's Next?
User Withdrawal Limits to configure auto-approval thresholds and daily quotas to reduce the volume of requests requiring manual review.
Float Set-Up and Maintenance to ensure your Hot Wallet holds sufficient liquidity before approving withdrawals.
User Transactions to review and manage the full history of player transaction activity.
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