I have withdrawn using a credit/debit card, but the funds have not been received in my account. What should I do?

While it usually takes around 2 to 7 working days to reach your card account, it can take up to 10 working days* (as it solely depends on bank processing times) for the funds to be received on your account since the day of the withdrawal approval.

*For some countries it can take up to 15 working days for funds to be received back in your card.

If your funds do not appear in your account after this timeframe has passed,  please contact our Funding Team at backoffice@valutamarkets.com and they will provide you with the ARN number.

What is the ARN number?

ARN number is a unique number that tags a credit card transaction when it goes from the merchant’s bank (the acquiring bank) through the card scheme to the cardholder’s bank (the issuer). This number can be used by issuing banks to trace a transaction/refund with an acquirer.

Please contact your bank’s customer care team and check with them directly by providing them the ARN number/s. They will use this unique number to check their systems In order to locate the REFUND and allocate these funds to your account. Please be advised that each card issuing bank has access to Visa/ MasterCard Directory Interface and they should be able to track the payment with the ARN number that you have received from us.

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