Your withdrawal has been in “Processing” for over five business days and no funds have arrived.
Common causes
KYC re-verification triggered by AML rules (large amount, first withdrawal, or new country detected).
Wire transfer rejected by an intermediary bank—missing or mismatched BIC/IBAN, or sanctions hit.
Crypto wallet address you entered does not match the verified address saved in your profile.
Banking or local holiday in the destination country extended the clearing window.
3DS or additional security step was not completed, pausing the request on our side.
What to check before opening a ticket
Open Transaction History and confirm the status is still “Submitted” or “Processing” (not “Failed”).
Go to Settings → Identity and verify your KYC status shows “Verified” and expiry dates are not in the past.
Search your email (inbox and spam) for messages from [email protected] asking for extra documents.
For crypto: double-check the blockchain address you used against the one stored in Settings → Wallets.
For wire: compare the BIC/IBAN in the withdrawal receipt with the bank statement you uploaded during KYC.
Note today’s date minus any public holiday in your country or ours.
Wire users only: make sure you entered the PIN from the confirmation e-mail; without it the request never leaves “Processing”.
Expected timeframes & fees
Crypto: 1–3 business days. Wire: 3–5 business days. Weekends and local banking holidays are not counted. Internal reviews add up to one extra day. Wire withdrawals carry a 1.5 % processing fee and the minimum you can request is USD 1,000 (or equivalent).
When to open a case
If five full business days have passed, your KYC is still verified, and you received no compliance email, send us the details. Tengo un problema → Retiro → “Withdrawal delayed over 5 business days” and paste the withdrawal ID + exact amount.