Can’t access crypto wallet used for deposit: How to withdraw funds

If you no longer have access to your original crypto wallet or exchange account, you may not be able to complete your withdrawal until the Return to Source (RTS) requirement is resolved. In this case, you will need to contact us and provide supporting documents for review. 

Important information (Crypto RTS rule) 

Crypto RTS is calculated based on the original coin amount deposited, not its fiat (USD) value at the time of deposit. 

Example:
If you deposited 0.05 BTC, you must return 0.05 BTC to that source where possible, or resolve the RTS for that specific amount, regardless of any crypto price changes. 

What you need to do 

1. Contact Customer Support: Submit a support ticket via the Help Centre. 

2. Explain the issue: Confirm that you no longer have access to the specific wallet or exchange account used for your initial deposit.  

3. Provide proof of loss of access:  

   1. An official exchange account closure confirmation.  

   2. A screenshot or official notice showing that account access is permanently unavailable.  

What happens next? 

Your request will be reviewed by our team, and we will advise you on the alternative next steps required to complete your withdrawal.