Why the account requests verification
The published account conditions allow identity checks and additional document requests. A request can arise while reviewing the account or before a withdrawal is completed.
Access to the account does not mean that KYC is already accepted. Inspect the verification status itself and the precise item requested.
Identity details must match the profile
The name and personal details on a document should agree with the account. A genuine document can still be rejected if the profile contains an error or the uploaded image is unreadable.
If the account has an incorrect field, contact support about correcting it. Creating a new account or changing unrelated data does not resolve the mismatch.
Readable documents and the requested format
Follow the upload instructions shown for the account. A clear image with the relevant details visible is more useful than a compressed, cropped or glare-covered photo.
Do not assume that a document requested for one account is the universal list for every case. Extra ownership or address evidence can be requested depending on the review.
- Read the exact requested document type.
- Check legibility before submission.
- Keep the document within its stated validity.
- Follow masking instructions rather than hiding required fields.
Payment-instrument ownership
The instrument used for deposits and withdrawals should belong to the account holder. The terms reject third-party deposits, and the KYC process can inspect whether the recipient and payer match the profile.
A wallet email or cardholder name can therefore matter alongside the identity document. The published KYC policy also prohibits anonymous instruments, including cryptocurrency instruments in its stated rule.
Submitted does not mean approved
A successful file upload establishes that the file was sent. It does not establish that the review accepted it. Check whether the status is waiting, under review, rejected or approved.
If rejected, read the reason and provide the corrected item. Repeatedly submitting the same unclear image or unrelated documents can prolong the conversation without resolving the actual requirement.
KYC and withdrawal timing
The published amount-based withdrawal approval windows refer to completed KYC. A pending verification request can therefore prevent the ordinary approval stage from being assessed as complete.
For a delayed withdrawal, ask which verification item remains outstanding and whether it has been accepted. Supply the withdrawal reference together with the verification status so support can connect the two processes.
