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10. WITHDRAWAL REQUESTS

10.1. The Company shall proceed with the execution of withdrawals upon clients’ requests in the method
accepted by the Company from time to time since the minimum withdrawal requirements are met.
10.2. The Company reserves the right to request additional identification documents and recent proof of
residency documents from the Clients for the execution of withdrawals. The proof of identity document
of the client should be valid, and the proof of residency document should be issued the last six months.
10.3. Clients with freely available funds equal to or greater than EUR 50, in their accounts, shall place a
withdrawal request from their portal for the minimum amount of EUR 50 (for all other currencies, the
amount should be equal to or greater than EUR 50, as to be determined by the Company in accordance
to the exchange rate to be so used by the Company).
10.4. The withdrawals shall be executed by the Company given that the requested amount is subject to EUR
50 minimum (for all other currencies, the amount should be equal to or greater than EUR 50, as to be
determined by the Company in accordance to the exchange rate to be so used by the Company).
Withdrawals for amounts below EUR 50 (for all other currencies, the amount shall be converted by the
Company to EUR, subject to the exchange rate to be so used by the Company) shall be rejected by the


Company.
10.5. Withdrawals of funds deposited can only be made using the same method used by the Client to fund the
Account and to the same remitter unless there is any issue with the execution of withdrawal through the
same method and the Company shall request an alternative method for the transfer of the amount.
10.6. The Company reserves the right to request additional details of the Clients’ credit/debit card used and/or
bank account used for the funding of the account or proof of any previous deposits made to the Company.
10.7. The Company shall not be held liable for any delays and/or expenses as these may occurred by third party
providers such as your bank and/or payment institution and/or credit card provider and/or any other
entity processing the withdrawal transaction.
10.8. The withdrawals of clients who have made a chargeback, recall or dispute to any payment method will be
rejected by the Company.



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Zum Compliant Handling:

laws and regulations. (Broker-Name) shall seek to gather and investigate all the relevant evidence and
information regarding the complaint and identify possible conflicts of interest in order to
mitigate them and ensure the complaint’s fair redressal.

For an investigation to be fair, it shall be thorough, although (Broker-Name) aims to conclude cases as
quickly as possible, without undue delays, and always within the timeframes of the law, as
follows:
• within five (5) days, the client shall receive confirmation of receipt of its complaint and
the Compliance Officer is responsible for handling an internal complaint register
(hereafter referred to as the "Complaints Register"). Upon receiving the complaint, the
Compliance Officer shall register the complaint on the Complaint Register, giving it a
unique reference number;
• the unique reference number is communicated to the complainant by the Compliance
Officer who informs the complainant that he should use the said reference number in all
future communication and correspondence with the Firm, the Financial Ombudsman
and/or the CySEC regarding the specific complaint;
• during the investigation of the complaint, (Broker-Name) shall inform the client of the complaint
handling process;
• if the investigation is not concluded within two (2) months of receipt of the complaint,
(Broker-Name) will inform the client of the reasons for the further delay, indicating when it is likely
to provide the client with its final response. This period shall not exceed the period of
three (3) months from the day of submission of the complaint;
• during complaint’s investigation, (Broker-Name) will update you regarding the handling process
of your complaint, and one of the (Broker-Name)’s officers may contact you directly to obtain
further clarifications and information relating to your complaint, if needed.
• In such circumstances, (Broker-Name) will require your full cooperation for the investigation and
possible resolution of your complaint.
• If upon the submission of a complaint, you fail or omit to establish further
communication with the officers of the Company and/or remain unresponsive to the
Company’s attempts to contact you for a period of 3 (three) months, then (Broker-Name) will
provide you with a written notice to remind you that your communication with the


Company is required. In case you fail or omit to respond to the written notice within 10
(ten) days starting from the day you received the notice; the Company shall consider the
matter as closed due to the lack of cooperation or communication demonstrated.
• once a Complaint’s investigation is completed, a Final Response shall be issued to the
client
• with the investigation’s outcome(s) together with any required explanations and any
remedy measures the Company intends to take.



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