Money · 7 min read · Updated
How to Withdraw Your Winnings to Mobile Money
When you win in an optional cash game, your winnings land in your cash balance and you can withdraw them to MTN Mobile Money or Airtel Money. This guide covers every step, who can receive a payout, what it costs, how long it takes and when we need to check your identity first.
What you can withdraw
- Cash balance: yes. Deposits you have not played and winnings from cash games and Challenge the House sit here.
- Bonus credit: only after its wagering requirement is met. It then moves to your cash balance automatically.
- Tokens: never. Tokens are free play points with no cash value.
Your wallet shows each balance separately, so you always know how much is withdrawable. Money held for a game that is still in progress is not available until the game ends.
Before your first withdrawal
- Complete your profile. Withdrawals need your full details, including your date of birth and national ID number. Free play never needs this.
- Payouts only go to a number in your own name: your verified account phone or a saved number you have verified with an SMS code.
- The network must match the number: MTN numbers start 076, 077, 078 or 079 and Airtel numbers 070, 074 or 075.
- You can save up to five payment numbers in Wallet. A new number needs an SMS code before its first payout.
Step by step
- Open Wallet and tap Withdraw.
- Enter the amount in UGX. The minimum and maximum per request are shown on the form.
- Choose where to send it: your account phone or a verified saved number. Pick MTN or Airtel to match the number.
- Check the quote. The withdrawal fee is taken from the amount, and the exact amount you will receive is shown before you confirm.
- Confirm. The amount leaves your cash balance and the withdrawal appears in your history with a reference starting ludo-wd.
- Follow the status: pending review, then processing, then paid. When it is paid you get an in-app message and an email with the reference, and an SMS if you allow it.
How long it takes
Every withdrawal is reviewed and then paid, either by the payment provider or by our team by phone. We aim to pay within 48 hours of your request. Many are faster. New accounts and larger amounts always go to a manual review first, and identity checks or provider delays can make it longer. If the payout was made by our team, your receipt shows the method and the mobile money transaction reference.
Identity checks for larger withdrawals
To protect players and meet anti-money-laundering rules, larger withdrawals need a verified identity first. Under our current AML and KYC policy that applies to a single withdrawal above UGX 500,000, or withdrawals totalling more than UGX 2,000,000 in any rolling 30 days. Smaller amounts usually need no documents.
- Open Wallet, Verify identity.
- Choose your document: Ugandan National ID, passport or driving permit, and enter its number.
- Upload a clear photo of the document and a selfie.
- Wait for our team's review. You get a notification and an email with the result. If it is rejected, we tell you why and you can submit again.
ID numbers and images are encrypted, never shown to other players and only opened by authorised staff, and every view is logged. Verify early if you expect a big withdrawal so it is not held up later.
If a payout fails
If a payout fails, for example because the number is wrong or the line is inactive, the full amount you requested goes back to your cash balance. The same happens if a withdrawal is rejected after review. You are notified in the app and by email, and you can try again with a correct number.
Withdrawals during a break
If you take a time-out or self-exclude, you can still withdraw your cash balance. You cannot deposit or play during the break, but your money is never locked in.
Keeping your payouts secure
Because withdrawals send real money out of your account, we protect them carefully, and a few habits on your side help too.
- Use a strong password and never share your login codes. If someone else signs in to your account, they could try to change your details.
- Sign-ins from a new device may need an extra check. This is normal and stops others from using your account.
- Only add payment numbers you own. Each new number must be confirmed with an SMS code sent to that phone before its first payout.
- Keep your account phone active. If you change your line, add and verify the new number in Wallet before you withdraw.
- Watch for fake messages. We never ask for your mobile money PIN, and a real payout notice always carries a reference you can match in your wallet history.
Our team also reviews unusual patterns, such as several accounts sharing one payout number or device, to keep the platform fair. If your withdrawal is held for a check, we will tell you what we need. Answering quickly is the fastest way to get paid.
Common questions from players
- Can I send my winnings to my brother's or friend's number? No. Payouts go only to verified numbers in your own name.
- Can I cancel a withdrawal? Contact Support quickly with the reference. Once a payout is processing it may not be possible to stop it.
- Why is my withdrawal pending review? New accounts and larger amounts are always reviewed by a person first. This is normal and protects your account.
- Who do I contact? Email [email protected] or open Support with the category 'Payment or withdrawal', and include the reference.
Cash play is optional and only for adults 18+. Winnings are never guaranteed. Withdraw regularly rather than replaying everything, and use the limits in the app to stay in control.
Questions and answers
How do I withdraw from Ludo Cash Arena?
Open Wallet, tap Withdraw, enter the amount, pick your verified MTN or Airtel number, check the amount you will receive and confirm.
Is there a withdrawal fee?
Yes. The fee is taken from the amount, and the exact amount you will receive is shown before you confirm.
How long does a withdrawal take?
We aim to pay within 48 hours of your request. New accounts, larger amounts and identity checks can take longer.
When do I need to verify my ID?
Under the current AML and KYC policy, for a single withdrawal above UGX 500,000 or more than UGX 2,000,000 in any rolling 30 days.
Can I withdraw to someone else's number?
No. Payouts only go to your verified account phone or a saved number in your own name that you verified with an SMS code.
What if my payout fails?
The full amount you requested goes back to your cash balance and you are notified. You can then try again.
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