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What should I do if my withdrawal has not arrived?

Withdrawal processing and fund reflection times vary depending on the payment method and payment provider. If your withdrawal has not arrived within the expected timeframe, there may be verification requirements, payment processing delays, or other issues affecting the transaction.
 
Before submitting a withdrawal, ensure that the following requirements are met:
 
  • Proof of Address (POA): A valid POA must be submitted and approved before proceeding with a withdrawal.
  • Advanced Verification: Certain withdrawal methods, such as International Bank Transfer, may require additional verification before the withdrawal can be processed.
  • Payment Details: All payment information must be correct and complete.
  • Withdrawal Method: The selected payment method must be available and meet the applicable withdrawal requirements.

 

Steps to Check Your Withdrawal
  1. Log in to your PU Prime Client Portal.
  2. Navigate to Funds > Transaction History.
  3. Locate the relevant withdrawal transaction.
  4. Check the withdrawal status and submission date.
  5. Compare the submission date with the applicable processing time for the selected payment method.
  6. If the withdrawal exceeds the expected processing time, contact Customer Support for further checking.

 

Possible Reasons for Withdrawal Delays or Failures
 
  • Pending Account Verification: Your withdrawal may be delayed if your required POA has not been submitted or approved.
  • Advanced Verification Required: Certain withdrawal methods, including International Bank Transfer, may require additional verification before processing.
  • Incorrect Payment Details: Incomplete or incorrect payment information may prevent successful withdrawal processing.
  • Payment Provider Delays: Banks and payment providers may require additional time to process or settle the funds.
  • Weekends and Public Holidays: Funds may take longer to arrive during non-business days.
  • Technical Issues: Temporary system or technical issues may affect your withdrawal request.
  • Card Principal Fully Withdrawn: Once the full principal amount deposited through a card has been withdrawn, the same card cannot be used for further withdrawals. You must select another available payment method.

 

Important Information
  • PU Prime processes withdrawal requests promptly. However, the time required for funds to arrive depends on the selected payment method and payment provider.
  • Withdrawal delays may occur due to verification requirements, bank processing procedures, payment provider delays, weekends, or public holidays.
  • If your card's principal amount has been fully withdrawn, you must use another available withdrawal method for subsequent requests.
  • If your withdrawal exceeds the expected processing time, please contact Customer Support and provide your withdrawal transaction details for further investigation.