Understanding Payment or Withdrawal Delays and Resolving Them

Payment or withdrawal delays can occur for several reasons, such as processing times, account issues, or compliance reviews. Below, we provide an overview of common causes and actionable steps to resolve such delays.

Common Causes of Payment and Withdrawal Delays

Bank Transfer Processing Times

Bank transfers typically require 2 to 3 business days to process, excluding weekends and holidays when banks are closed. For instance, if a transaction is initiated before or during a weekend (e.g., on a Friday), the first working day (e.g., Monday) is when the processing begins, and funds are expected to be transferred within a few days thereafter.

Account Issues

Occasionally, account statuses can impact the processing of cash-outs or payments. For example, if your account status is temporarily inactive or suspended, cash-outs may be delayed. Once your account is reactivated, processing resumes normally, usually within 2-3 business days.

Compliance Reviews and Holds

If your account is under review by the compliance team, all withdrawals and payments are temporarily put on hold. This is a standard regulatory procedure because Ziina operates as a licensed payment gateway under the UAE Central Bank regulations. During such reviews:

Withdrawals are suspended.
A form will appear on the app’s main screen to complete the review process (look for a visible banner).
Once the review is completed, withdrawals will be processed and typically reach your bank account within two business days.

Steps to Resolve Payment or Withdrawal Delays

Check Processing Times: Ensure that sufficient processing time (2-3 business days) has elapsed after initiating your transaction.
Verify Your Account Status: Log in to your Ziina account to ensure there are no pending account status issues or restrictions.
Complete Compliance Review: If prompted, fill out the required form during the compliance review process to reactivate withdrawals.
Monitor Notifications: Keep an eye on the app for updates or further instructions.

If delays persist even after completing the above steps, it is recommended to contact Ziina’s customer support for additional assistance.

Why are my payments or withdrawals delayed, and how can I resolve these issues?