Start with a factual sentence: “Request reference X, submitted at this time, currently shows this status.” That gives support something to locate. “My money disappeared” may express how the situation feels, but it does not separate an unsubmitted form from a delayed bank credit.
Identify which stage failed
| What you see | First check | Useful question |
|---|---|---|
| No request in history | Was the final confirmation completed? | Did the provider receive a withdrawal request at all? |
| Pending or processing | Submission time, business days and any evidence request | Which review step remains open? |
| Rejected or cancelled | Exact reason and whether funds returned to available balance | What specific change is needed before a new request? |
| Completed, money absent | Outgoing reference and receiving-provider status | Can the payment be traced with this reference? |
| Amount differs | Currency conversion and separately listed fees | Which line explains the difference? |
Do not submit several replacements before locating the first transaction. Multiple references make it harder to establish which payment was accepted, reversed or sent. The normal withdrawal guide is useful if you need to reconstruct the expected process.
Pending: compare the right clock
The broker’s withdrawal instructions publish review within two business days during 09:00–18:00 EET, plus any payment-system time. The payment page treats weekends and holidays as nonworking days. A request at the end of a working period is not equivalent to one at its beginning.
Record the time zone instead of converting from memory. Check email and the secure profile for a document or payment-ownership request. If there is a request, identify whether it was answered and whether the replacement was actually received.
If the published review window has passed, ask for a case number, the reason for the delay and the next update. This does not require guessing that the broker has already sent the money. Ask whether the request is still with RoboForex or has moved to the payment provider.
Rejected: correct the stated reason
Read the exact rejection message. A mismatch in payment ownership needs different action from an unsupported currency, insufficient available funds or a document problem. Review the verification guide if evidence quality is the issue, and compare the requested method with the method actually offered to your account.
Ask whether the rejected amount is available again before submitting a corrected request. Do not make a new deposit simply because an unsolicited contact says it will “unlock” the old withdrawal. Confirm any legitimate requirement directly in the authenticated case.
If promotion funds are involved, the Welcome programme rules may explain why balance and withdrawable money differ. Avoid importing an old bonus rule found in a search result into a different current programme.
Completed: trace the payment rather than the order
Ask the broker for the payment date, amount, currency, receiving destination and trace reference appropriate to the method. Then ask the bank or wallet to search against those details. A broker request number and an outgoing bank/card reference may not be the same identifier.
Keep the provider’s response with the broker’s response. If one side says the payment was returned, ask when, why and under which reference. If a masked destination is shown, compare the visible portion with your own account without posting the full details publicly.
When the credited amount differs, reconcile conversion and charges first. A withdrawal-fee promotion does not establish that every intermediary bank or exchange-rate cost disappears. Our deposit and payment-record guide explains why records from the original funding route are useful.
Send one organised evidence packet
- The account identifier and withdrawal reference, provided through the official secure channel.
- Submission, status-change and contact times, with time zones.
- Requested amount/currency, stated fee and receiving amount if any.
- The exact visible status or rejection message.
- Relevant provider receipts or written bank responses, with unrelated details removed.
- A short list of actions already tried and the specific result you want investigated.
Our support and complaint guide explains the official routing. Do not include passwords, card security codes or recovery tokens in a support message. If ordinary account access is broken, use the login recovery guide so that the payment investigation and access problem remain clearly identified.
Escalate without inventing a conclusion
If routine support cannot resolve the issue, request the company’s formal complaint route and preserve the case history. State the disputed transaction and the remedy sought. Check the contracting company before approaching a regulator or dispute scheme; a similarly named broker can have different procedures.
A documented delay is evidence of a delayed transaction. It does not, by itself, prove fraud or guarantee a compensation claim. Keep the description accurate so that the next reviewer can test each part of the chronology.
Frequently asked questions
Should I submit another withdrawal while the first is pending?
First identify the original request’s status and ask whether it should be cancelled or corrected. Multiple overlapping requests can complicate the record. Keep the original request identifier and add new evidence to the existing support case.
What if I have passed the published review window?
Ask official support which stage remains open, obtain a case reference and request the next update. Separate broker review from the receiving payment provider’s delivery time. A specific case reference and chronology are more useful than repeatedly submitting the same request.
Why was my request rejected?
Use the exact reason shown or supplied by support. Verification, method availability, ownership and available funds are different issues and need different corrections. Correct the identified requirement before resubmitting; changing an unrelated field may leave the original cause unresolved.
Does completed mean the bank must already have credited me?
No. Obtain the outgoing reference and have the receiving provider trace it. A completed broker stage and final delivery can occur at different times. Use the same transaction reference with both parties and keep any written return or rejection notice.
Does a withdrawal delay prove RoboForex is a scam?
A delay alone does not establish that conclusion. Preserve the transaction evidence, request an explanation and use the applicable formal complaint route if necessary. A status label or customer-review allegation is not a substitute for establishing what happened to the specific payment.
Sources and scope
Checked 15 September 2026. This guide concerns RoboForex Ltd and its current public instructions. Public pages and blank forms were reviewed; we did not open or fund an account, upload identity documents, place an order or test a withdrawal. Source conditions and the account-specific screen take priority where availability differs.
- Withdrawal procedure and review clock
- Payment methods and ownership
- Official support contacts
- Welcome Bonus rules
- Regulation and current entity disclosures
For the wider broker context, return to our Forex broker guide library.