Start with the withdrawal status and funding history shown in the Client Portal. Do not change method, currency or network, and do not repeat a request unless the Portal instructs you to do so.
How does the source of funds determine my withdrawal options?
Deposited principal: funds are returned first to the original payment method, your own payment instrument and the original currency. Cryptocurrency must use the same network.
Principal plus profit: the Portal splits the amount automatically. Profit inherits the non-card principal route and currency currently allocated to the request. Profit cannot be paid to a credit card.
Pure profit, including withdrawable Partner / IB Wallet balances: if you have a deposit history, the Portal matches historical deposit currencies to eligible non-card withdrawal routes. If you have genuinely never deposited, you may use the enabled non-card methods currently shown in the Portal.
Transfers or currency conversions between an Investment Wallet and MT accounts do not remove the source of deposited principal; it continues to be tracked at customer level.
Credit cards are used only to return deposited principal and cannot carry profit. If a combined amount matches only credit-card principal, the Portal shows a recommended amount and a one-click adjustment; the remaining profit follows the pure-profit rules.
The payment method or network is unavailable
Yes, but only for funds deposited through BSC and when the Portal shows BSC as an eligible withdrawal network. The rule is BSC deposit → BSC withdrawal. Without a BSC deposit, you cannot select BSC; never substitute TRC20, ERC20 and BSC for one another.
If the displayed currency, payment method or USDT network does not match your deposit record, or legacy data is incomplete, do not guess or submit repeated requests. Ask for a secure review of the funding history.
If the displayed options do not match the funding history, go to Client Portal → Service Hub → Create Ticket → Payments → Transaction Type → Withdrawal.
Include the withdrawal amount and on-screen unit, desired method or network, the related deposit reference, date, amount and currency, and the exact message shown. You may attach any relevant material that Service Hub currently permits and that you think will assist the review; there is no closed list or guarantee of approval.
The amount cannot be submitted or looks different
The displayed amount may differ because the Portal splits principal and profit or shows a currency conversion, fee, rounding or withdrawable balance. Do not assume the difference is only visual formatting.
Deposited-principal returns can currently be submitted without a pre-submission minimum block. Some payment channels nevertheless have an actual minimum and may reject the request during processing. Profit is subject to the current minimum. Successful submission is not final approval.
The request is recorded or still processing
Open Transaction History and check the request reference, status, displayed action and estimate. Do not submit a duplicate while the earlier record remains active. Approved or sent does not mean the receiving provider has credited the funds.
No. Client Portal does not allow two active withdrawal requests at the same time.
If the current request has not yet reached the Processing Started stage and Client Portal still shows the cancellation option, you may cancel it. Wait until the cancellation is confirmed before submitting a new withdrawal. Once the request reaches Processing Started, continue with the current request and wait for it to finish.
A replacement withdrawal is treated as a new request and enters the queue again. Internal withdrawal processing normally takes 1–3 business days. If the earlier request was already queued, cancelling and resubmitting means the waiting time starts again, so consider the additional time before choosing this option.
Never share a password, OTP, private key, seed phrase or any other authentication secret. Do not use another person's card, bank account or wallet, and never send cryptocurrency through a mismatched network.