Common Reasons for Delays
KYC not completed or expired:
Your verification must be up to date before withdrawals are processed. Check your verification status in the Client Portal and upload any required documents.
First withdrawal must match deposit method:
AML regulations require that your initial withdrawal goes back to the same payment method used for depositing. If you're trying to withdraw to a different method, the request may be held.
Insufficient free margin:
If most of your balance is being used as margin for open positions, you may not be able to withdraw the full amount. Close some positions or reduce lot sizes to free up funds.
Weekend or holiday:
Withdrawal requests submitted on weekends or holidays are processed on the next business day.
Security review:
Unusual or large withdrawal requests may trigger an additional security review, which can take 1-2 extra business days.
Expected Processing Times
Method | NEOMAAA Processing | Payment Provider | Total |
E-Wallets | 1 business day | Same day | 1-2 days |
Cryptocurrency | 1 business day | 1 day | 1-2 days |
Credit/Debit Card | 1 business day | 1-5 days | 2-5 days |
Bank Wire | 1 business day | 2-5 days | 3-5 days |
How to Check Withdrawal Status
1. Log in to the Client Portal
2. Go to Withdrawal History or Transaction History
3. Check the status of your request (Pending, Processing, Completed, Rejected)
If Your Withdrawal Was Rejected
Check the rejection reason provided. Common reasons:
Incorrect withdrawal details
Unverified payment method
KYC documents expired
Exceeding withdrawal limit
Fix the issue and submit a new request, or contact Support for help.
Article 5: "Not Enough Money" or Margin Errors
If you see a margin-related error when trying to open a trade, here's what it means and how to fix it.
"Not Enough Money"
This means you don't have enough free margin to open the position at the requested size.
Solutions:
1. Reduce your lot size — try a smaller position
2. Close existing positions — free up margin by closing or reducing other trades
3. Deposit more funds — add capital to your account
4. Check your leverage — verify your account leverage is set appropriately
"Trade Disabled"
This means trading is not available for the selected instrument, which could be because:
The market is closed (outside trading hours)
The instrument is in a trading break
Your account type doesn't support this instrument (e.g., stocks on Cent Account)
The instrument has been delisted or temporarily suspended
"Off Quotes"
This means the platform couldn't get a valid price for execution. This typically occurs during:
Very high volatility
Market opening/closing
Major news events
Low liquidity conditions
Solution: Wait a few seconds and try again. If the issue persists, try a different execution type (market vs. exchange).
"Order Locked"
This means you have a pending action on this trade (modification or closure in progress). Wait a moment and try again.