HOW CAN I WITHDRAW MONEY FROM MY XSOLLA MONEY ACCOUNT?

To make a withdrawal from your Xsolla Money Account to a bank account, follow the steps below:

1. 1
   Click on the "Withdraw" button in your Xsolla Money Account.
2. 2
   Select the bank account to which you want to move funds from the list of saved bank accounts. If you do not have any saved bank accounts for withdrawal, click the "Link bank account" button and follow the instructions to connect a bank account.
3. 3
   Specify the amount you want to withdraw to the bank account.
4. 4
   Confirm the withdrawal by entering your passcode.
5. 5
   A summary screen of the withdrawal transaction will be displayed.
6. 6
   Confirm the withdrawal by clicking on the confirm button.

Please note that you must go through the Know Your Customer (KYC) process for your first withdrawal. Until you complete KYC verification, you cannot withdraw from your Xsolla Money Account balance.

CAN I CANCEL A WITHDRAWAL?

No, you cannot cancel a withdrawal to a bank account after initialization.

WHY DID A WITHDRAWAL TRANSACTION TO MY BANK ACCOUNT FAIL?

The reasons for an unsuccessful withdrawal transaction to your bank account may be as follows:

• Your bank account does not support deposit transactions. Try using another bank account to withdraw money.

• You are trying to withdraw money to a third-party bank account. You can withdraw money only to a bank account opened in your name.

• Your bank prohibits the transfer of money. Contact your bank for details.

• The bank account details (account number, bank code, etc.) are incorrect. Try deleting the bank account and reentering the information.

HOW DO I LINK MY BANK ACCOUNT TO MY XSOLLA MONEY ACCOUNT?

Linking a bank account to your Xsolla Money Account is simple and only takes a few quick steps.

1. 1
   To add a bank account, click on the "Withdrawal" button.
2. 2
   In the "Withdrawal" section, click on the "Link Bank Account" button.
3. 3
   Select the bank where you have an opened account.
4. 4
   Complete the procedure to verify your bank account ownership. The steps may vary from bank to bank.
5. 5
   After completing all necessary verifications, the bank account you added will appear in the “Withdrawal” section.

WHO IS PLAID?

Plaid is a financial technology company that allows users to connect their bank accounts and credit card providers to financial services apps. Plaid acts as an intermediary, taking the account logins and encrypting the requested financial data before providing it to the apps.

Plaid uses encryption protocols such as Advanced Encryption Standard (AES 256) and Transport Layer Security (TLS), as well as multi factor authentication to protect users' data.

HOW LONG DOES IT TAKE FOR THE MONEY TO ARRIVE IN MY BANK ACCOUNT?

Transferred funds will arrive in your bank account within 1-5 business days.

In rare cases, there may be delays in transferring money to your account. If it has been 10 days or more since you completed a withdrawal transaction, please contact our support team so that we can assist with the situation. To properly process your request, please prepare the following information:

• A bank statement showing full bank account details

• Your name as the bank account holder

• The bank account number

• A complete transaction history for the bank account since the date of the withdrawal