FAQ

Know Your Client (KYC)

KYC stands for ‘Know Your Client’, which is a process that financial services companies must engage in to combat against money laundering and fraud. As a licensed company, we are required to follow many regulations and we must know a little bit about who our clients are. This is why we ask to collect certain documents from you and to speak to you on the phone. Read More

What documents do you require?

In order to make a withdrawal we require a proof of identity (such as passport or ID card) and proof of address (such as utility bill or bank statement). Please note that the proof of address cannot be older than 3 months and must show your full name and residential address. Other documents, such as credit card statement may be required depending on your account activity. If these are required, we will contact you.

How long does it take for my withdrawal to reach me?

We process all your withdrawal requests within a day. However, depending on the final destination of your funds and your bank's processing times, it may take 3-14 business days before the funds reach your account.

What is the minimum withdrawal amount?

For withdrawals to credit/debit cards, eWallets and cryptocurrency wallets there is no minimum withdrawal amount. For withdrawals to bank accounts, a minimum amount of USD 100 or equivalent is required.

Why can’t I withdraw?

If you are unable to make a withdrawal please check to ensure that you have provided all the necessary documentation. Before you can withdraw, we require a proof of address and proof of identity. If you have supplied us with this documentation and still cannot withdraw, please contact us for further assistance.

Where do you send my funds?

All withdrawals are sent back to your original deposit method. For example, if you deposited by credit card and made a withdrawal, the initial funds will be sent back to the same card. All withdrawals that are over the total deposit amounts will be sent to your bank account. For example, if you deposited $500 by Visa, traded and made a profit of $350, your total account balance would be $850. If you decide to withdraw this entire amount, $500 will be sent back to your Visa card and the remaining $350 will be sent to your bank account. If we require your bank details, we will notify you via email.

Why am I unable to make a deposit?

If you are unable to make a deposit, it is advisable to check with your bank and ensure that there is no restriction on your card for online payments. You can always contact us for further assistance.