If your withdrawal didn't go through, here's how to sort it out.
If no money has left your account
The request was most likely declined before processing. Check the following, then submit it again:
Your withdrawal details are correct — for example, the crypto wallet address and network, or your bank details.
The funds are in your eWallet. If your balance is still on a trading account, transfer it to your eWallet first, then withdraw. See How to withdraw funds.
You're withdrawing to the method you used to deposit. For security and compliance, funds are normally returned to the payment method you deposited with. If you funded your account using more than one method — for example, both crypto and bank transfer — withdrawals are normally split across those methods in proportion to what you deposited with each. A request that doesn't follow this pattern may be declined; simply resubmit it using your original deposit method(s).
The withdrawal needs an additional check. Occasionally a withdrawal requires an extra security or compliance review before it can be processed. If anything is needed from you, our team will contact you directly.
If the amount was deducted but hasn't arrived yet
This is usually just normal processing time. We process withdrawals within 24 hours on our side; after that, how soon the money reaches you depends on your method — crypto and e-wallets are typically the fastest (often a few hours), while bank transfers can take 3-5 business days. For a breakdown by method, see How long does a withdrawal take? If it's been longer than that, contact us below.
If you withdrew crypto and it's confirmed on-chain
Once a crypto withdrawal is confirmed on the blockchain, it has left B2PRIME and is on its way to your destination wallet or exchange. You can check the status using the transaction ID (TXID) on a block explorer. If it shows as confirmed but the funds haven't appeared, the delay is on the receiving side — please contact your wallet provider or exchange to resolve it.
Still need help?
If your funds haven't arrived after the expected processing time, contact our support team via live chat, or email us at [email protected]. We'll investigate and help resolve it.