Support Center

Deposits via Paystack are usually credited within a few seconds to a few minutes after you complete payment. If your deposit is delayed, check your email for the payment confirmation. If it still doesn't show after several minutes, contact support with your transaction reference.

Ensure you completed the payment flow on Paystack. Sometimes payments can be pending or fail silently. Check your bank/Paystack statement and our transaction history. If the payment succeeded but your wallet wasn't credited, contact support with your payment reference.

Proxema uses Paystack for deposits. You can pay with cards (Visa, Mastercard, Verve) and bank transfers. The exact options depend on what Paystack enables for your region.

You need a verified payout account and completed KYC before withdrawing. Go to Wallet → Withdraw, enter the amount, and submit. Withdrawals may require admin approval and are processed to your verified bank account via Paystack.

Withdrawals can be pending while we review them or while Paystack processes the transfer. Large or first-time withdrawals may take longer. Check the withdrawal status on your Wallet page. If it stays pending for more than a few business days, contact support.

We need your verified bank account to send funds securely. This helps prevent fraud and ensures money goes to the correct recipient. Verification is required before any withdrawal.

After approval, transfers are usually completed within a few business days. Processing times depend on your bank and Paystack. Failed transfers are automatically refunded to your Proxema wallet.

Your wallet balance is the available cash you can withdraw or use to trade. Active positions are funds committed to open predictions. When you win or cash out, those funds return to your wallet. You cannot withdraw money that is still in active positions.

We charge a small fee on withdrawals to cover payment processing costs. The fee is shown before you confirm. Withdrawals help keep the platform sustainable.

A trading fee is applied when you place a prediction or cash out. This is part of how the platform operates and is disclosed before you confirm your trade.

KYC (identity verification) is required before you can withdraw. You may also need it to unlock higher limits or full platform access. We'll prompt you when verification is required.

Rejections usually happen when documents are unclear, expired, or don't match your details. Check the rejection reason in Settings. You can reapply with correct documents. Contact support if you believe it was an error.

You'll need a valid government-issued ID (National ID, passport, driver's license, or voter's card) and a selfie. Some cases require proof of address. Ensure documents are clear and readable.

Cashout lets you close a prediction early and lock in gains or cut losses. You receive the current market value of your position in your wallet. The market price may change between viewing a quote and confirming, so confirm quickly if you're satisfied.

Proxema uses a market-maker (LMSR) so each trade moves the price. Larger trades have a bigger impact. This is expected behavior and ensures the market reflects current sentiment.

Your position is closed and the calculated payout is credited to your wallet. You no longer have exposure to that market outcome. Check your transaction history to confirm.

Markets are resolved by Proxema admins based on verifiable outcomes. Resolution is manual and follows predefined criteria. Once resolved, winning predictions are settled and payouts are credited.

When a market closes (resolves), all open positions are settled. If you predicted the correct outcome, you win; otherwise, you lose that stake. Winnings are added to your wallet.

Your prediction wins if the resolved outcome matches your choice (YES or NO). It loses otherwise. Resolution is based on real-world outcomes, not opinion.

Use the same method you used to create your account (email/password or social sign-in). Go to the login page and enter your credentials. If you've forgotten your password, use the password reset option.

You can change your username once from Settings. After that, it's permanent. Choose something you're comfortable with on the leaderboard and profile.

Use the contact section below or email us at the address shown. Include your account details and a clear description of your issue. We aim to respond within a few business days.