When verifying an account, you will typically need to provide the following documents:

Identity Verification: Valid, current passports (national or international) Valid, current driver's licence Valid, current national ID Card

Note: Other types of ID may be considered on a case-by-case basis after review. Birth certificates, marriage licences, and insurance cards are not accepted.

Proof of Residence: Utility bill Bank, credit, or debit card statement Council tax bill

Note: Utility bills and statements must be dated within the last three months. You have the option to redact confidential information such as account numbers.

Additional Considerations: In accordance with regulatory obligations, additional documentation may be required at any time for internal periodical reviews.

Please be aware that the specific documents needed may vary based on the review of your application by our Account Services department. It is advisable to check with our support team or refer to the account opening guidelines for any additional or updated documentation requirements.

Ensuring the submission of accurate and valid documents is crucial for the successful and secure processing of your account.

To upload your documents, follow these steps: 1. Log into your account. 2. Navigate to "My Account." 3. Under "Personal Information," select "Upload Documents."

If you encounter difficulties uploading your documents, you can send them via email to [email protected]. Our support team will assist you in completing the necessary steps.

Please ensure that all documents submitted are clear, valid, and meet the specified requirements for a swift and successful verification process.

Verifying Your Account: Account verification is a mandatory step to ensure compatibility and security. Follow these guidelines to verify your account:

Proof of Identity: Submit a coloured copy of a valid government-issued ID (e.g., Passport, ID card, driver’s licence). The document should display your name, picture, date of birth, and date of expiry. Send copies of both sides of the ID card or driver’s licence.

Proof of Address: Provide a document that includes your name, address and date of issue and is not older than three months. Acceptable documents include: bank statements, credit card statements, utility bills (electricity, water, gas), council tax bills, and mobile or landline phone and internet bills. The details must match those registered on your account.

Unacceptable Documents for Verification: Letters, receipts, medical documents, university or school documents, tenancy contracts. Cropped documents, screenshot copies, documents older than 3 months. Documents with PO box address or retail statements.

Document Clarity: All documents must be readable, with all corners clearly visible. If a document is password-protected, provide the password to our Client support.

Credit Card Copy (if requested): In case a credit card copy is required, provide a photo showing both sides. Cover the CVV on the back side and display only the first 6 and last 4 digits on the front side.

Kroxio reserves the right to request additional documents if necessary. Our Client support is ready to assist you throughout the verification process.

Account verification is a crucial process which must be implemented for several reasons:

Ensure Validity: Verification steps are available to verify the accuracy of the information provided during account registration. This protects the account against possible fraud by ensuring that the account is held by the legitimate account holder.

Regulatory Compliance: As a regulated financial institution, Kroxio is obligated to adhere to regulatory requirements. Confirming the identity of clients is a standard practice to comply with anti-money laundering legislation and prevent terrorist financing.

Security Standards: To maintain statutory security standards, identity verification is mandatory. These standards are designed to protect both the clients and the financial institution.

Client Protection: Verification measures are in place to protect clients from unauthorised access to their accounts and potential fraudulent activities.

Kroxio is committed to complying with all relevant laws and regulations to ensure a secure and transparent trading environment.

If you encounter any difficulties during the identity verification process, our support team is readily available to assist you.

Contact us via Live Chat or email at [email protected] for swift and personalised assistance.

Your cooperation in this process is appreciated as we work together to uphold security and regulatory standards.

Kroxio has a staff that is proficient in translating documents from various languages.

In cases where we are unable to handle the translation in-house, we may request a notarised or certified translation of the document. This ensures the accuracy and authenticity of the translation, meeting regulatory and compliance standards. We are committed to facilitating a smooth and efficient verification process for our clients, regardless of the language of their documents.

If you have any concerns or require further assistance, please do not hesitate to reach out to our support team via Live Chat or email at [email protected]

The minimum initial deposit to open an account is at least 250 units of your selected base currency. While this is the minimum requirement, it is advisable to consider depositing more to enhance flexibility and improve risk management in your trading activities.

In order to deposit funds you need to login to your Kroxio profile:

- Select the account you wish to fund and click on Deposit.

- Select the amount you wish to deposit*.

- Choose your preferred deposit method and click ‘Proceed to Pay’.

- Confirm your deposit details on the next page.

- Some additional steps may be asked from your payment provider.

Kroxio offers a wide range of deposit methods including cryptocurrency, credit cards, bank transfers, e-wallets and more.

Possible Reasons for Deposit Withholding: Your deposit may be withheld for various reasons, and our Client Support Team will contact you to resolve the issue. Some possible reasons include:

Verification Documents: Non-submission of required verification documents.

Expired Documents: Documents submitted have expired, and updated documents are necessary.

Duplicate Profiles: Presence of duplicate profiles within Kroxio.

Additional Verification Documents: Failure to provide additional verification documents for payment (e.g., card copies, source of payment screenshot).

Third-Party Payment: Depositing by using a relative's or friend's card/account, requiring additional verification documents.

Our Client Support Team will guide you through the solution process and provide further instructions. If you have specific concerns or need additional information, please check previous emails from us or contact us via email at [email protected] We are here to assist you in ensuring a smooth and secure transaction process.

If your deposit has failed, it may have been for one of the following possible reasons:

Unsuccessful crypto transfer (returns to customer wallet)

Payment declined by card issuer.

Wrong account number

Incorrect card details

3D security failure (Credit/Debit Card)

Card not active for online activity

Expired session

Closed account

Transaction rejected by bank

Incorrect recipient name (Bank wire)

Invalid verification code (Neteller)

Yes, you are required to provide necessary documents to process your withdrawal request. Account verification is a prerequisite for withdrawals. Until your account has been verified, you won't be able to withdraw any funds.

Ensuring the verification of your account not only facilitates the withdrawal process but also contributes to the overall security and compliance measures implemented by Kroxio.

To withdraw your funds, follow these steps:

1. Request Withdrawal: Log into your account and navigate to the withdrawal option in the account page menu.

2. Conditions for Withdrawal: Certain conditions must be met before initiating a withdrawal.

3. No Open Positions Requirement: If you haven't opened any positions after depositing, you may not be allowed to make a withdrawal.

4. Volume Requirement: A required volume of 100,000 in leveraged positions must be reached before initiating a withdrawal.

5. Account Type Requirements: Ensure you meet the requirements of your account type before attempting a withdrawal.

6. Fee for Unsuccessful Requirements: If unsuccessful in meeting the account type requirements, a fixed fee of $50 will be deducted from your withdrawal.

7.Assistance from Account Managers: Kroxio account managers are available to assist you in achieving the required volume and meeting account type conditions for withdrawal.

For a smooth and successful withdrawal process, it is essential to adhere to the specified conditions and requirements. If you have any questions or need assistance, contact our account managers, and they will guide you through the process.

Withdrawal requests are usually processed by our Funding Team within one working day. However, the time needed for the funds to be transferred to your account will vary, depending on your payment method.

The below time frames are purely indicative:

- Cryptocurrency withdrawals may take up to 30-45 minutes.

-International Bank Wire withdrawals may take 3-5 working days.

SEPA and local bank transfers withdrawals may take 2-5 working days.

Card withdrawals may take 2-7 working days; however, in some cases, they can take as long as 10 working days*.

E-wallet withdrawals may take anything from 10 minutes to a few hours to reflect on your wallet.

All other withdrawal methods are usually received within 1 working day.

*It is important to note that there are payment processors that may take up to 15 working days for the card refund to reflect on your bank account (depending on your country of residence).

You will be notified via email once the processing of your withdrawal request has been completed by our Funding team. Alternatively, you can check the status of your withdrawal on your dashboard under the payments section.

If your withdrawal has been rejected, it may have been for one of the following possible reasons:

Insufficient account balance.

Insufficient free margin to cover open positions.

Incorrect withdrawal details.

Withdrawal amount exceeds the deposited amount for the method (Credit/Debit Cards).

Withdrawal amount doesn’t cover payment system charges.

Additional information and/or documentation requested was not provided.

If this happens, you will be notified via email for the specific reason and be aided to help resolve it.