Withdrawal policy
Withdrawing your money should be as straightforward as depositing it. This policy sets out the rules we follow for every withdrawal: the methods available, the checks that apply, the timelines we work to and the narrow reasons a request can ever be held. It is consistent with the deposit and withdrawal methods page, which lists each method's processing time.
1. Introduction and agreement
This policy applies to every user from the moment an account is created, and by requesting a withdrawal you accept the rules below. Its purpose is not to make withdrawing hard: it is to make sure funds go to the right person, by the right route, with expectations set honestly in advance.
2. Available withdrawal methods
| Method | Type | Fee | Processing time |
|---|---|---|---|
| Faster Payments bank transfer | UK bank transfer | Free | Within 24 hours |
| VISA debit/credit card | Debit / credit card | Free | 1–5 business days |
| Debit Mastercard | Debit / credit card | Free | 1–5 business days |
| PayPal | Electronic wallet | Free | Within 24 hours |
Withdrawals are paid to the same method used for deposit wherever the rails allow, and to a verified account in your own name. Payouts to third parties are never made.
3. Processing timelines
Each request passes two steps: our review, normally within one business day during support hours, and the payment itself. Faster Payments transfers are normally received the same working day and always within 24 hours of approval; PayPal arrives within 24 hours; card refunds take 1 to 5 business days because the issuing bank controls the final leg. Requests placed after 18:00 on Friday, at a weekend or on a UK public holiday enter the queue the next business day.
4. Fees and charges
Senerum charges no fee for a standard withdrawal by any listed method. Third-party costs, a card issuer's handling or a digital-asset network fee, are outside our control and are shown before you confirm. If an unexpected fee ever appears on a confirmation, decline it and ask us.
5. Limits
Minimum and maximum amounts per transaction, and daily or monthly ceilings, depend on the method and your account status, and are confirmed with your personal manager before your first transfer. Limits exist to satisfy payment-provider rules and anti-money-laundering obligations, not to trap funds: any balance above a per-transaction maximum can be withdrawn across successive requests.
6. KYC and AML checks
Identity verification must be complete before the first withdrawal is paid, and ongoing monitoring applies to later requests. Where enhanced due diligence applies, a large withdrawal or an unusual pattern, we may ask for evidence of the source of funds before releasing the payment. These checks follow our AML / KYC policy and are a legal requirement rather than a discretionary obstacle.
7. Why a withdrawal can be delayed or declined
A request can be held for a short list of reasons: destination details that do not match your verified identity; verification documents missing, expired or unreadable; an active security investigation; a suspicion requiring further checks that the request originates from someone other than you; a legal or regulatory obligation, such as a sanctions check or court order; or a technical failure at the payment provider. In every case we tell you the reason and what will resolve it, except where the law prohibits disclosure. A withheld request can always be escalated through the complaints procedure.
8. Your responsibility for payment details
You are responsible for the accuracy of the account, card or wallet details saved in your profile. A withdrawal sent to correct, verified details that are wrong for your purposes, an account you have since closed, cannot be recalled once the payment has left us. Check the destination on the confirmation screen every time.
9. Cancelling or amending a request
While a request is still in review, you may cancel or amend it from the platform or by contacting support. Once a payment has entered processing with the provider it can no longer be changed, only recalled through the provider's own procedures where they allow it. Resubmitting a corrected request is free.
10. Support
Questions about a withdrawal, pending or historical, go to [email protected], Monday to Friday, 08:00–18:00 (GMT/BST, excluding public holidays). Include the transaction date and amount so we can trace the payment; payment status enquiries are answered first, usually within one working hour.
11. Updates to this policy
We may update this policy to reflect changes in payment methods, limits or legal requirements. Material changes are announced on the platform before they take effect, and the current version is always available on this page. A withdrawal request is governed by the version in force when you submitted it.