Withdrawal Options

A withdrawal can not be completed if the funds have been deposited within the last 30 days from the withdrawal request.

In order to withdraw any money/funds from your TheFragArena account you must first provide us with proof of your identity and proof of access to your physical address, e.g. your postal box where you live. (See "OPTIONS" to upload these).

All uploads must be clear, high resolution and legible. You can either scan the document or take a digital photo of the document. For your own safety we do not accept documents sent in an email or by fax, but only via the upload function under "OPTIONS" on the website.

When the documents you have uploaded are verified by our compliance department, then you will receive a notification email from us whether it was accepted and or rejected. You can also see if it was accepted and or rejected and the reason therefore in the "OPTIONS" if you are logged in. Then (When both documents are verified) you can ask for a withdrawal by writing an email to our Customer Support at support@luopgames.com with the subject line "Withdrawal" + How much you wish to withdraw and to which Moneybookers account (For Basic and Premium members). Premium users with VIP Silver/Gold level can besides Moneybookers also request withdrawals to PayPal, Payson and Ewire. Withdrawal requests from none verified accounts will not be processed.

Note: You can't claim a withdrawal via Live Chat.

What do you need to upload?

Photo ID (Proof of identity)
Either a valid copy of your passport, drivers license or official national identity card (National identity cards are only accepted for certain countries that provide full information on the identity card)

Utility bill (Proof of address)
A bill, not older than 3 months, from either your internet, mobile, phone, heat, water and or electricity provider, clearly stating your name and address on the bill. Alternatively we can accept a letter sent to your address from your school, college, university or bank.

Why do I have to upload these?
We require proof of identity and proof of address to prevent fraudulent activity and to comply with the local law for financial transactions made over the internet.

When is my withdrawal request processed?

If your account if fully validated by Photo ID and by Utility bill, then Basic/Premium user withdrawal requests will be processed between Monday through Friday from 10:00 to 13:00 CET, anything requested afterwards will be processed the following business day. Average processing time for Basic/Premium accounts is 8-10 business days and for Premium users with Gold VIP level it is 24 hours express.