Occasionally, the withdrawal process may experience delays. Here are the key points to consider:
Bank holidays - during bank holidays, banks are officially closed, and many transactions that rely on the banking system are not processed. If a withdrawal request is made on a holiday, it will be processed on the next business day when the bank reopens;
Incorrectly provided information — the banking system or financial institution needs accurate details to process the transaction.
If the beneficiary name, IBAN, BIC(SWIFT), or other information is entered incorrectly in the withdrawal request, the bank will not be able to route the funds to the intended account within the standard timeframes. This may lead to the transaction being flagged for review, returned, or delayed until the error is corrected.
The withdrawal may be delayed as it was paused for a manual review by our Transaction Monitoring team. Additional documents may be requested from you to proceed with the withdrawal.
What should I do if I do not receive my funds in my bank account within 5 business days?
If your withdrawal has not reached your bank account within 5 business days, please contact the Client Services team via chat or email using your verified email address. We will provide you with the SWIFT message or trace information related to your withdrawal, which you can use to clarify the situation with your bank.
My funds were returned to my Exante account. What should I do?
If your withdrawal has been returned, there could be several reasons for this, either on our end or from the receiving bank. To resolve the issue, please contact our Client Services team. We will collaborate with the relevant parties to identify and clarify the cause of the return and help you get everything back on track.
I accidentally put incorrect information on the withdrawal form. What can I do?
If you notice a mistake in the bank information (for example, you requested a withdrawal of funds in EUR to a USD bank account) and the withdrawal is in "Working" status, you can contact the Client Services agent, who will cancel the withdrawal for you.
If the withdrawal is in "Executed" status, it means that the funds have left EXANTE and cannot be canceled by the Client Services agent anymore. In this case, the withdrawal may reach your bank account with a delay (more than one week), or it may be returned back to your EXANTE trading account. The outcome will depend on how the recipient's bank handles the withdrawal.