Direct Bank Transfer: My withdrawal is missing

When you make a Direct Bank Transfer withdrawal, the funds are usually credited to your bank account 3-5 business days after we approve your request.

If this time frame has elapsed, check that the bank details you registered on your Stars Account are correct and up to date.

If so, then send us an email with a scanned copy or a screenshot of your bank statement so we can start an investigation with our payment processor.

Make sure that these details are visible:

  • All transactions from the date of your withdrawal up to the present date
  • The last 4 digits of the bank account number
  • The name of the account holder
  • The bank's mailing address (for paper statements) or the bank's URL (for online statements)

If you need details on how to make a screenshot, check out this useful link.

If your bank statement shows your full account number, edit the image and mask that information before sending it to us. Otherwise, we won't be able to process your document and we'll have to delete it instead.

If 5 business days have not passed from the date we approved your withdrawal, we won't be able to investigate this.

We provide links to third-party websites and products as a courtesy to our players and The Stars Group neither endorses nor assumes responsibility for the use of these products or websites, which are independent of The Stars Group. Please be aware that any information or products mentioned should be used or referenced at your own risk and discretion.


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