If your withdrawal was cancelled, you'll have received an email from us explaining the reason. Here are the most common causes and what to do next.

Your Deposit Hadn't Cleared Yet

This is the most common reason. When you request a withdrawal that includes funds from a recent deposit that hasn't fully cleared, Splash cancels the withdrawal and refunds the uncleared deposit back to your original payment method.

For example: if you deposited $100 and won $150, your total balance is $250. But if the $100 deposit is still clearing, only the $150 in winnings is available to withdraw. Splash will cancel the full request, refund the $100 deposit to your card, and ask you to resubmit a withdrawal for the $150 in available winnings.

What to do: Wait for the email from us confirming the refund, then submit a new withdrawal request for the correct amount.

Your Account Needs Identity Verification

Withdrawals require a verified identity. If your account hasn't been verified (KYC), or if we need additional verification for a large withdrawal, your request will be paused until verification is complete.

What to do: Complete verification at app.splashsports.com/user-verification or follow the link in the email we sent you. Once verified, resubmit your withdrawal.

Flagged by Trust & Safety

Withdrawals may be held if our Trust & Safety team has flagged unusual activity on your account — such as a pattern consistent with multiple accounts, use of a VPN, or suspicious deposit activity. The hold is in place while we review.

What to do: Reply to the email from our team with any requested information. We aim to resolve these reviews as quickly as possible.

Payment Method Issue

If the payment method linked for withdrawal is no longer active (e.g., a bank account disconnected from Aeropay, or a PayPal account with a hold), the withdrawal may fail and be returned to your Splash balance.

What to do: Re-link your payment method by making a new deposit of $10 or more, then resubmit the withdrawal.

My Account Is Restricted and I Can't Withdraw

If your account has been restricted, withdrawals will be blocked until the restriction is resolved. Account restrictions are placed by our Trust & Safety team when unusual activity is detected — such as suspected use of multiple accounts, VPN usage, suspicious deposit patterns, or compliance-related reviews.

What triggers a restriction?

Suspected duplicate accounts
VPN or IP masking detected during account activity
Unusual deposit or withdrawal patterns flagged by our system
Outstanding identity verification or compliance requirements

What to do:

Do not attempt multiple withdrawal requests — this will not speed up the process and may cause further delays.
Email support@splashsports.com with your account email address and a brief description of the issue. Our Trust & Safety team will review your account and respond as quickly as possible.
If you received an email from us requesting documents or information, reply directly to that email with what was asked.

⚠️ Restriction reviews are handled by our Trust & Safety team and cannot be bypassed or accelerated by contacting general support multiple times. One clear email with your account details is the fastest path to resolution.