Finance Center

Here we can review the status of deposits and withdrawals made by users, including those that have been requested and are pending processing and those that are currently in progress.

Deposit Verification

Here we can review the deposits that have been requested. It is important to note that a deposit will appear as "initiated" in the system when the customer requests it on the site, even if they have not confirmed the wallet from which the funds will come.

This can result in a ghost deposit, as the system will not be able to verify the source of the funds. If a deposit remains in "pending" status for more than 24 hours without confirmed funds, it will automatically move to the "failures" section, indicating that the deposit was not completed correctly.

In the "Time Out" tab, transactions that exceed 60 minutes of processing time will be displayed.

In the "Fail" tab, you will find transactions that have remained unprocessed for more than 24 hours.

• Orders that exceed 60 minutes of processing time will be considered expired.

• When the finance staff rejects a deposit request, the deposit order is returned to the risk control team for processing.

• Orders that exceed 24 hours of processing time will be considered failed.

• When an order is marked as failed, it will be transferred to the Deposit Records page.

Withdrawal Verification

In this section of the back office, agents can check all withdrawals that are currently requested. As a best practice, we should always report when a withdrawal has been made.

Withdrawals will be reviewed by our processing team and take longer depending on many factors, such as the amount, risk in the account and other criteria pertaining to the fraud department.

Some withdrawals might be moved to Risk 2, which is a tab that customer service currently does not have access to, this is why it is important to always inquire with the department in charge to verify the status of a withdrawal.

Also, if a customer cancels a withdrawal on their end, they will not see the funds in their account immediately, even if the customer cancelled the withdrawal, the processing team will have to return the funds manually, this is done to prevent risky accounts to continue performing fraudulent activities.

Always let the team know that a customer wants to cancel the withdrawal, they will let you know if the funds can be returned without problem, or if it is necessary that the customer completes KYC or some other protocol before continuing.

Withdrawal Process Notes:

• When risk control staff rejects the withdrawal request, the amount will be returned to the user.

• When finance staff rejects the withdrawal request, the order will be returned to risk control staff for processing.

• When finance staff approves the withdrawal request, the order will be transferred to third-party processing page. Once the third party successfully processes the withdrawal, it will be transferred to the withdrawal records page.

• If the third party fails to process the withdrawal, the order will be returned to the finance review page and marked as third-party processing failure. Please check the third-party channel status or submit to other third-party channels to retry.