How to check withdrawal query  

  • Go to Payment Management to check the status of the withdrawal request.  

  • If the request is under ‘Pending Transaction’ - Ask the client to confirm the withdrawal in the confirmation email. (They need to click the “Purple Button”) 

  • If ‘Declined’ - via CC, normally due to the matching process or payment processor is no longer available. If via Skrill, Neteller, PerfectMoney, or Interac, check Help email (sent items) or confirm with the Finance Team. 

  • If a client requests to cancel a pending withdrawal, first, please confirm whether that withdrawal has been "confirmed" by the client or not. If you can see their withdrawal on the pending tab for example, but it doesn't exist on the withdrawal request tab: Then this means that the client needs to confirm the withdrawal request via their email. As it stands, we can't cancel this withdrawal request so it is removed from their hub. As there are no funds that have been removed from the account at this stage though, it can remain pending without impact to the end client. 

 
 

  • We can, however, decline a withdrawal request that does appear in the payments management withdrawal request tab. We do, however, need to be informed of all the requests that are declined and where possible, obtain permission to decline the request. Phil or David (or Gleneagle) may be in the process of paying the funds to the client so if you cancel the withdrawal request, the client may receive the funds in their trading account as well as getting the funds back to their bank account. 

  • For bank wire withdrawal request: 

  • If a bank wire withdrawal hasn't yet been sent to Gleneagle and the client wants to cancel it, they can at any time. 

  • If it’s a bank wire withdrawal that has been sent to Gleneagle first confirm with Gleneagle that we can cancel the request before declining it in the hub 

  

  • For Card/Skrill/Neteller/PerfectMoney/Jeton request: 

  • If the Finance Team is online, please check with them first before declining a withdrawal request, otherwise, it can be cancelled at any time. 

  • You may cancel, at any time, all requests received after office hours (Melbourne time).