As a regulated body, and in line with our Terms and Conditions, we are required to understand our clients’ activity, and this means that occasionally or when certain conditions are met we will review transactions, put them on hold until the check is complete, and may request additional information.
We do this to make sure your money is safe and that we meet our legal requirements. The checks we do are part of our daily routine.
Your deposit might be on hold for:
- EDD check - a regular compliance and AML check - learn more
- Transaction monitoring check - occasional AML check per specific transaction.
- IDCP monitoring check - anti-fraud and security check - learn more
- Manual processing - you did not fill the details correctly, missing a unique reference number, or similar.
- Other reasons.
What to do?
If a deposit or withdrawal in your Kriptomat account has the status On hold, you have already received information on how to proceed from us by email.
Please check your e-mail, spam folder, or contact our support team for more information.
How long can your transaction be on hold?
Your transaction can be on hold for a maximum of 5 working days while waiting for your response.
What happens if you do not want to cooperate?
We appreciate your cooperation, but if you decide not to cooperate, your funds will be returned back to the sender's account and additional transaction costs might occur.
Do you still have any questions? Use the support chat to contact our support team or send us an email at [email protected]