Withdrawal Policy

At Citobet, we aim to process withdrawals in a timely manner while ensuring full compliance with applicable legal and regulatory requirements, including Anti-Money Laundering (AML) and Know Your Customer (KYC) obligations.

Accordingly, all players are required to complete a one-time identity verification process prior to the approval of their first withdrawal request.

Once verification has been successfully completed, players will not be required to resubmit documentation unless additional verification is necessary due to regulatory requirements, changes in account details, or security concerns.

Account Verification

To verify your identity and enable withdrawal processing, you must provide the following documentation. Documents may be uploaded via the "Verification" section of your account or submitted to [email protected].

All files must comply with the following requirements:

  • Maximum file size: 1MB per file
  • Maximum total email size: 10MB
  • Accepted formats: JPEG, TIFF, PDF

Valid Photo Identification

Accepted documents (must be valid and not expired):

  • Passport
  • Driving Licence
  • National ID Card

The document must clearly display your full name, photograph, date of birth, and signature (where applicable).

Payment Method Verification (Credit/Debit Card)

Where a credit or debit card has been used for deposits, you may be required to provide copies of the card.

  • Copies of both the front and back of the card must be provided;
  • Only the first six (6) and last four (4) digits of the card number must be visible;
  • The CVV/CVC code and all other digits must be obscured for security purposes.

Where multiple cards have been used, verification may be required for each card. A recent card statement may be accepted as an alternative where a copy of the card cannot be provided.

Proof of Address

A recent utility bill, credit card statement, or bank statement must be provided showing your full name and residential address. The document must:

  • Be dated within the last three (3) months;
  • Clearly display all four corners;
  • Be fully visible and legible.

Mobile/phone bills and statements issued by online-only banks (e.g. Revolut, Monzo, N26, Wise) are not accepted.

Verification review may take up to 72 hours. Once approved, withdrawals may proceed, subject to the processing times of the selected payment provider.

Additional Documentation (if required)

Citobet reserves the right to request additional documentation in certain cases, including but not limited to:

  • Proof of deposit;
  • A self-certified identification photograph (selfie holding the ID document);
  • Bank reference letter;
  • Notarised identification document.

Any additional documentation must be provided at the player's expense.

General Withdrawal Information

Players may request withdrawals at any time, subject to the following limits:

  • €/$10,000 per day;
  • €/$50,000 per week;
  • €/$100,000 per calendar month.

These limits may be subject to additional restrictions imposed by the player's bank or payment provider.

Key Conditions

  • Withdrawals must be processed using a payment method previously used for deposits, where possible;
  • Withdrawal requests may be cancelled by the player prior to processing;
  • Certain withdrawal methods may be restricted depending on the player's jurisdiction;
  • Where an active bonus is present, all applicable wagering requirements must be fulfilled prior to withdrawal;
  • Large withdrawal requests may require up to five (5) business days for processing;
  • Withdrawal requests may be delayed, restricted, or declined in cases of suspected fraud, bonus abuse, or irregular activity.

Anti-Money Laundering (AML) Compliance

  • If identity verification is not completed within 180 days from the date of request, Citobet reserves the right to suspend or close the account and may forfeit any remaining balance, subject to applicable regulations;
  • The use of third-party or corporate payment methods (including cards or bank accounts not registered in the player's name) is strictly prohibited.

Alternative Payout Methods

Citobet reserves the right to process withdrawals using an alternative payment method where necessary to comply with AML and regulatory requirements. This may result in processing delays.

Ownership of Payment Methods

  • Payment methods must be registered in the name of the account holder;
  • Payment methods belonging to third parties will be rejected or disabled;
  • Where fraudulent activity is suspected, Citobet reserves the right to take further action in accordance with its AML and fraud prevention policies.

For any questions regarding withdrawals, please contact Customer Support at [email protected].