Turbo IT
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Payouts & Fulfilment

Customer Wallet Withdrawals

How customers withdraw credit balances to their bank account, your KYC obligations, and approval flow.

Updated 6 July 20265 min read

Customer wallet withdrawals let your players cash out their site credit balance to a bank account. Many operators leave this disabled — credit drives retention. Others enable it for VIP feel. Both are valid.

Disabled by default

Turbo IT ships with withdrawals disabled. Customers can still spend their credit at checkout. To enable withdrawals, Settings → Allow customer wallet withdrawals (ships in a future release; concierge path for now: email us).

Operator workflow when enabled

  1. Customer hits /account/wallet, clicks Request withdrawal, enters bank details + amount.
  2. A row lands in your credit_transactions table with type = 'withdrawal' and a negative amount (debiting the wallet). Status flag tracks pending → paid.
  3. You see it in /admin/payouts with method cash.
  4. KYC check first time — verify the customer’s identity if they haven’t already. Then transfer from your business bank.
  5. Mark payout_status = paid. Customer sees the confirmation in their wallet history.

KYC obligations

  • UKGC-licensed operators: standard KYC required. Customers verify ID + proof of address before any withdrawal.
  • Free-entry-route operators: no UKGC KYC requirement, but Cashflows + your bank’s AML rules apply. Anti-fraud: require a verified phone number on the account before allowing first withdrawal; flag and review any withdrawal over £500.

Limits we recommend

  • Minimum withdrawal: £5. Below that, processing cost > benefit.
  • Maximum per day per customer: £500 until KYC complete.
  • Hold period: 14 days after a credit-earning win before withdrawal allowed (prevents instant-cash-out abuse).

Anti-fraud

  • Same name on bank as on profile.If your customer registered as “Sarah Khan” and the bank account is “John Smith”, that’s an automatic red flag — likely an account compromise or a stolen card refund. Reject and message the customer.
  • Sudden large balance. A customer who earned £400 in credit overnight should get a manual review before payout.

Related: Managing Payouts · Wallet & Site Credit.