Prepare a Horseshoe Withdrawal for Identity Review

Match the legal profile first

Review the full legal name, date of birth and residential details shown in the verified account. Use the official correction process if something is outdated. Do not edit or crop identity evidence in a way that changes required fields. Upload documents only through the signed-in verification channel and confirm the requested file type, image quality and recency.

Trace payment ownership

Record the original deposit method, masked account ending, transaction ID, amount, currency and date. If several methods funded the balance, ask how return-to-source rules apply. A card or wallet belonging to a partner or family member can trigger a third-party payment review even when the deposit posted instantly. Do not add another person’s payout account to solve the mismatch.

Preserve the withdrawal state

Save the request ID, submitted amount, selected destination and status wording. Pending, under review, approved, sent, returned and cancelled are separate states. Avoid cancelling simply because the balance has not arrived; a new request can restart review. If support requests evidence, attach it to the existing case and retain the upload confirmation.

Separate operator release from bank receipt

Once the operator marks a payment sent, obtain the processor or transfer reference. The receiving wallet or bank may still need time to post it. Reconcile the operator timestamp, processor reference and destination ledger rather than treating them as one event. Escalate only after the stated window, using the same request and case numbers.

Before you continue

• match legal identity and current address
• document ownership of every funding method
• keep the original withdrawal request active
• trace operator release and destination receipt separately