Where is my EUR withdrawal?

If you have withdrawn EUR and this has not arrived yet or is pending in your Coinmetro account, it is important to ensure the following.

For All EUR Withdrawals

• If you're withdrawing for the first time or to a new bank account, please make sure you have checked for a confirmation e-mail, subject line: "Please Confirm Your New Withdrawal Destination". Kindly ensure you have confirmed and followed the link until you have logged into your account

• Please check your emails. As Coinmetro is a secure and regulated exchange, sometimes our team will reach out to users for additional verification checks before processing your withdrawal

• Please ensure that all banking information was entered correctly on the withdrawal form. If any details were entered incorrectly, please contact support

• Please check if your bank has rejected the funds. Sometimes, banks can reject your funds without your knowledge. This could be for various reasons; for example, they may not support transactions from cryptocurrency exchanges

• Please ensure the name on your Coinmetro account matches the name of your bank account. Withdrawals to third parties will be rejected and returned to your Coinmetro account

• Ensure that your account is fully verified. You can check the status of your verification here.

For EUR SEPA Withdrawals

• We kindly ask that you allow two full business days for your withdrawal to arrive before contacting support for EUR SEPA withdrawals. Banking cut-off times, weekends and holidays can affect how long it takes for funds to reach your bank. If your funds have not arrived after two full business days, please contact your bank. If your bank is unable to locate the funds, please contact our support team.

• If you have withdrawn via SEPA (or the Single Euro Payments Area), please check that your country allows for cross-border Euro bank transfers. You can check which countries are on the list here.

For EUR SWIFT Withdrawals

• We kindly ask that you allow five full business days for your funds to arrive before contacting support for EUR SWIFT withdrawals. Banking cut-off times, weekends, and holidays can affect how long it takes for funds to travel from us, through intermediary banks to reach your bank. If your funds have not arrived after five full business days, please contact your bank. If your bank is unable to locate the funds, please contact our support team.

If you have ensured all of the above and you are still having issues, please contact customer support.

Important Notice

It has come to our attention that since 18 November, some withdrawals to certain Finnish bank accounts have been reverted. The affected banks are Nordea (BIC NDEAFIHH) and S-Bank (BIC SBANFIHH). Unfortunately, this means that it is no longer possible to withdraw via SEPA to these banks.

As a merchant, we unfortunately, cannot contact your bank directly regarding this, and we must accept the receiving bank's decision. To compensate for the situation, we are offering a discount for SWIFT withdrawals to the above-mentioned banks - Nordea (BIC NDEAFIHH) and S-Bank (BIC SBANFIHH). To claim this discount, please reach out to our Customer Support team.

The discount consists of reduced fees for withdrawals as follows:

• 10 EUR fee for withdrawals smaller than 1000 EUR.

• 25 EUR fee for withdrawals in the amount of 1001 EUR - 5000 EUR.

• In case of a larger withdrawal, please ask our Customer Support for a personalized discount quote on your transaction.

Alternatively, you can withdraw to a different bank account in your name (other than Nordea or S-Bank). Please be assured that there are no restrictions for deposits so you should still be able to deposit from the above banks without any issues.