Quick answer
Start with your own bank: confirm the money left your account and get the transaction reference. Then contact the site only through the support channel on its own pages, in writing. Don't send more money to “fix” a stuck payment. If you think you've been scammed, call NSRC 997 straight away.
Money left your account but the balance didn't update
- Check your bank or e-wallet app: the payment should show as successful, with a reference number.
- Screenshot the receipt, including date, time, amount and recipient.
- Compare the recipient with the details the site gave you. If they differ, treat it as a possible scam.
- Contact the site in writing with the reference, and wait for the processing time its terms state.
- Do not make another payment while the first one is unresolved.
Withdrawal still pending
Most delays come from review queues, identity checks, unmet turnover or bank processing times. Our withdrawal guide lists each cause and what to ask for.
Withdrawal rejected
Ask which exact term was applied, in writing, and keep the answer. Name mismatches and incomplete turnover are the most common reasons. See common rejection reasons.
Evidence checklist
| Keep | Why it matters |
|---|---|
| Bank or e-wallet transaction reference | Lets your bank trace or dispute the payment. |
| Recipient name and account or wallet ID | Needed for police and Semak Mule reports. |
| Screenshots of the site's payment page and terms | Shows what you were told at the time. |
| Chat logs and emails with support | Records promises, reasons and dates. |
| The site's web address | Lookalike sites change addresses often. |
When it's a scam, not a delay
Treat it as a scam if you're asked to pay again to release money, the support contact disappears, the site vanishes, or the recipient was a personal account you weren't expecting. Then:
- Call the National Scam Response Centre on 997, ideally within 24 hours (MyGOV).
- Call your bank's fraud line and give it the transaction references.
- Check the receiving account or phone number on Semak Mule, and make a police report if asked to.
Checking a support channel is genuine
- Find support links on the site's own pages, opened from your bookmark, not from search ads or social media comments.
- Be careful with accounts that contact you first, especially after you post a complaint publicly.
- Genuine support never asks for your password, OTP or TAC, and never needs remote access to your phone.
Sources and review date
Reviewed on by Mhelie Sy, Author & Content Specialist. Details can change after this date. How we check facts.