Withdrawal policy

1. Purpose and your agreement

This policy describes the rules for withdrawal requests. By requesting a withdrawal you confirm that you have read it and that you accept it. The right to withdraw is yours, and the checks below exist to make sure the money reaches the right person.

2. Available withdrawal methods

Withdrawals are available through Interac e-Transfer, PayPal, Visa and Mastercard cards and EFT to a Canadian bank account in your name. The methods that apply to your account are shown in the withdrawal form, and in general funds are returned through the method you used to deposit.

3. Processing times

After approval, Interac e-Transfer and PayPal are normally completed within 24 hours, bank transfers take 1 to 3 business days and cards take 1 to 5 business days. Timing can be affected by weekends and public holidays, by your bank or card issuer, and by any additional verification we need to complete.

4. Fees and costs

We do not charge a fee for withdrawals. Your bank, card issuer or payment provider may apply its own charges, which we do not control, and network fees can apply to some crypto operations. Any cost known to us is shown before you confirm.

5. Limits

Minimum and maximum amounts depend on the method and on your verification level. Larger withdrawals may be split, may need additional confirmation or may be paid in stages. Current limits are displayed in the withdrawal form.

6. KYC and AML checks

Before the first withdrawal, and sometimes afterwards, we must have verified your identity and the payment method. We may ask for additional documents or an explanation of the source of funds. The procedure is explained in the KYC and AML policy.

7. Delays and refusals

• Details that do not match the verified account holder.
• Missing or unclear documents.
• Additional compliance review or a regulatory request.
• Technical problems at our side, at the payment provider or at the bank.
• Suspicious activity or an account that is under security review.

We will tell you what is needed to complete the request and will not hold a payment longer than the review requires.

8. Your responsibility

You are responsible for giving accurate bank and payment details and for keeping them up to date. We cannot always recover money that was sent to an incorrect account that you supplied.

9. Cancelling or changing a request

A pending request can usually be cancelled or changed from the dashboard until it has been approved. Once a payment has been released it cannot be reversed by us, and you would need to contact the receiving provider.

10. Support

For questions on a withdrawal, write to [email protected], quoting the date and amount. We normally reply within one business hour, and your account manager can also check the status for you.

Security on withdrawals

Because withdrawals are the point at which a stolen account does the most harm, we add friction here on purpose. A new payment method may require confirmation by email and by your second factor, and a recently changed password or recovery may place a short hold on withdrawals. These measures can feel inconvenient, and they exist to protect you.

Practical tips for a smooth withdrawal

Verify your account before you need to withdraw, because verification is the most common source of delay. Use a payment method in your own name, make sure the details match your registered information exactly and avoid requesting several withdrawals in quick succession for the same amount.

If you funded the account with more than one method, the system may split the withdrawal to return funds along the same routes. This is expected and is part of how we meet anti-money laundering requirements.

11. Updates to this policy

We may update this policy, for example to add a method or to respond to a regulatory change. The current version is always on this page, and material changes are announced to users in advance where possible.