Withdrawals are paid through our partner's peer-to-peer transfer-matching network (NVPM). When you tap withdraw, you are taken to the transaction page at mock-nvpm (it looks different from our site — that is normal; check the domain matches). Then another user in the network transfers the money directly to your bank account, so the sender's name on your bank statement is another person, not the company. One withdrawal may arrive as several transfers from several people; if the full amount does not arrive, the shortfall returns to your balance automatically.
Matching usually takes a few minutes, but can take longer at busy times or for large amounts. If no match is found within the set time, the withdrawal is cancelled and the amount returns to your balance automatically. You can follow the status on the "History" page. If your bank asks about the source of the funds, you can download your transaction history from our system as evidence.