Sometimes when you have crypto or fiat currencies within your account balance, some or all of this balance may not be available for use. This could be for a variety of different reasons:

Pending deposit

If you have made a recent fiat or cryptocurrency deposit, please note that although the funds will present as visible in your account, the funds will not become available for trading until the deposit has been approved by the finance department.

If your deposit is taking a little longer than usual, we advise you to please check your emails. We may have requested some additional information from you in compliance with statutory regulations before we are able to process your deposit.

Please note, that you can see your pending deposits by heading to your transaction history on your dashboard, and by clicking on the downwards facing arrow underneath 'status'.

Pending Withdrawal

If you have made a recent withdrawal request, please note; although the funds have been debited from your account, the funds will be allocated within a pending withdrawal until this has been approved by the finance department.

If your withdrawal is taking a little longer than usual, we advise you to please check your emails. We may have requested some additional information from you in compliance with statutory regulations before we are able to process your withdrawal.

Please note, that you can see your pending withdrawals by heading to your transaction history on your dashboard, and by clicking on the downwards facing arrow underneath 'status'.

Funds allocated

Your unavailable funds may be unclaimed, allocated, in use for a variety of reasons:

  • Pending limit order

  • TraM allocation

  • Allocated as collateral within the margin platform

  • Allocated within a staking program

  • Unclaimed rebates, referral rewards or staking rewards

Please note, you can see all of your allocations by firstly heading to your wallet balances on your dashboard, and then selecting the downwards facing arrow underneath 'actions'.

Once these funds have been un-allocated, these will be available for trading!

We kindly ask that you please ensure you have checked all of the above before contacting customer support.

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