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

If you no longer have access to the eWallet you used to deposit funds, you may not be able to withdraw to a different payment method until regulatory requirements are met. When this happens, you will need to contact our Customer Success team for direct assistance.

What you need to do

1. Contact Customer Success: Reach out to us using your registered email address.

2. Explain your situation: Let us know that you no longer have access to the specific eWallet used for your initial deposit.

3. Provide supporting documents: To speed up the process, please include one of the following items.

   1. An official account closure confirmation from the provider.

   2. Written confirmation from your eWallet provider showing you no longer have access to the account.

What happens next?

Our team will review your request and guide you through the next steps. This ensures you can complete your withdrawal safely and in full compliance with regulatory requirements.