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In May, we continued our payment method launching spree and launched Instant Banking and Bank Transfer by Citadel as well as iDebit and Instadebit. Read more details in my earlier post here.


There are even more coming in June!


In May, we received a record number of withdrawal requests. We faced this challenge by once again improving our withdrawal handling times.


The Median Handling Time, which is the time between when you request a withdrawal until we process it, for the month of May dropped down to 5.6 minutes!


February March April May
Median Handling Time 6 minutes 6 minutes 5.9 minutes 5.6 minutes


This means that most of you wait less than six minutes before we approve your withdrawal and if you are using an instant withdrawal method, the money is usually in your bank account or e-wallet right away.

Customer Service

Despite a significant increase in number of chats, we still managed to answer live chats within 9 seconds on average.


I’m also delighted to report that chat ratings have gone back up. They used to be 4.78 and dipped to 4.68 last month. In May, the trend is pointing upwards with an average rating of 4.72 out of 5 stars.
The response time for emails remains stable at around one hour average.

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New payment methods: Instant Banking (Citadel), iDebit, and Instadebit

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Uttagstid och kundtjänst, maj 2017

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