To protect the security of platform and user account funds, some withdrawal requests are subject to manual review. This article explains why this happens, how to respond during the review period, and answers to frequently asked questions.
1. Why Manual Review Is Triggered
The following two scenarios may trigger a system risk-control flag and route a withdrawal into manual review:
Compliance monitoring: The platform is committed to complying with all applicable Anti-Money Laundering / Counter-Terrorist Financing (AML/CTF) laws, regulations, regulatory standards, and guidelines. When the system detects a risk signal on an account, it will automatically route the request into manual review.
Anomalous behavior monitoring: When the system identifies unusual characteristics in account login, trading, deposit, or withdrawal activity, or when such behavior differs significantly from the account's historical usage pattern, it may trigger risk monitoring or necessary security controls to further verify the activity and protect the account and its assets.
For security reasons, the platform cannot disclose the specific conditions or criteria used to trigger a risk rating.
2. Review Process and Duration
The review process has two stages:
Initial review: Conducted automatically by the system, taking about 10 minutes. If no risk is found, the withdrawal will proceed as normal. This stage is determined automatically by the system, and users cannot take any action to speed it up.
Advanced review: If the initial review is not passed, the request will be escalated to manual advanced review, at which point:
The account homepage will indicate that additional documentation is required; or
The platform will proactively contact the user by email to request further information.
During the review, some of the account's functions may be restricted; the specific scope of restriction depends on the individual case, and the platform cannot disclose the specific considerations for that case.
The overall processing time for advanced review cannot be determined in advance. After each new submission of documentation, the platform will generally notify the user of the outcome or provide a further update within 3 business days. Certain exceptional cases may require additional review time.
3. Identity Verification
For the sake of protecting account funds, some withdrawal requests may require the user to complete identity verification.
Once this requirement is triggered, the user cannot skip or cancel it for that withdrawal verification; identity verification must be completed before proceeding.
The identity verification result must match the account holder's KYC identity information; the withdrawal may only proceed once verification is passed.
This step is used to confirm that the person performing the action is the account owner, preventing the account from being compromised or used by someone else to withdraw funds.
4. What to Do If Your Account Is Restricted or Additional Documentation Is Requested
If the account homepage indicates that your account is restricted, or you receive an email from the platform requesting documentation, please follow these steps:
Click the prompt on the page (or the instructions in the email) to access the document submission portal.
Submit the required documentation truthfully and completely, as requested by the platform; if you receive an email from the team requesting information, please respond promptly and truthfully as well.
Cooperate fully throughout the review process — fully cooperating with requests for additional documentation and answering truthfully helps speed up the advanced review; incomplete documentation or delayed responses will extend the processing time.
5. Frequently Asked Questions (FAQ)
Q: What can I do to lower my account's risk rating?
A:
Avoid depositing cryptocurrency of unknown origin to the platform.
Keep your deposit and withdrawal activity within the normal scope of exchange use (buying, selling, withdrawing your own assets); do not use your platform account as a fund transfer hub.
Strengthen your account security settings: link an email address, link a phone number, enable Google Authenticator, or use a passkey, and complete Level 2 identity verification (KYC Level 2).
Avoid using a VPN when withdrawing funds.
Q: Why do I need to complete Level 2 identity verification (KYC Level 2) for withdrawals? Isn't Level 1 verification enough?
A: When the system flags an account as being at risk, completing Level 2 identity
verification helps lower the account's risk rating, thereby lifting withdrawal restrictions.
Q: Why do I need to complete identity verification when withdrawing?
A: Some withdrawal requests may require identity verification to confirm that the person taking the action is the account owner (the verification result must match the KYC identity information). Once triggered, this requirement cannot be skipped or canceled for that withdrawal.
Q: Can you tell me the specific risk rating criteria?
A: For security reasons, the platform cannot disclose the specific conditions or criteria used to determine risk ratings.
Q: If I withdraw less than 1,000 USD worth of crypto, can I be exempted from additional identity verification, compared to standard verification?
A: No. Once this requirement is triggered, the user cannot skip or cancel it for that withdrawal verification; identity verification must be completed before proceeding.