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Customer verification

PHONE NUMBER

When do we require a phone number?

We require a personal and active phone number for every transaction to ensure we can contact you if necessary. Using temporary or third-party numbers may result in delays and additional verification. Using different numbers does not bypass verification, and transactions are not treated as being conducted by separate individuals.

How do we use the provided phone number?

We use it for communication in your best interest, including:

  • Resolving issues with your transaction quickly.
  • Providing instructions in case of an on-chain risk associated with your transaction.
  • Notifying you if law enforcement authorities request information about you before we respond.

Why is this in your best interest?

Providing a phone number is not a compromise on your security—on the contrary, it is an investment in our relationship and your protection. Direct contact allows us to respond quickly and protect you from unwanted situations before they occur.

IDENTITY VERIFICATION

When do we require identity verification?

Identity verification may be required in the following cases:

  • Use of a temporary or third-party phone number, or more than two personal numbers.
  • Requesting a refund, submitting a complaint, or disputing a transaction.
  • Suspicions of attempts to mislead, bypass rules, or commit fraud.

How do we use the provided personal data?

The verification process is fully automated and takes only a few minutes via your mobile phone. You will need to capture an image of your identification document and take a selfie.
Based on this verification, we conduct an analysis to determine if you fall into any of the following categories:

  • Politically Exposed Persons (PEPs) or their close associates.
  • Individuals sanctioned by international or national authorities.
  • Individuals linked to financial crimes, fraud, and money laundering.
  • Individuals accused in legal proceedings related to serious crimes.
ENHANCED VERIFICATION

When do we require enhanced verification?

Enhanced verification is initiated at the request of the transaction monitoring department or as a result of a notification from our on-chain risk analysis partner. Its purpose is to identify high-risk transactions that may require additional information.

How does enhanced verification work?

Our verification methods are flexible, allowing us to tailor the process to each specific case while ensuring compliance with legal requirements. Typically, we ask transaction-related questions via email, an online form, or, in rare cases, a video call. Once the provided information is confirmed, the transaction is processed immediately.

How do we protect your data?

Your data is stored on secure servers managed by trusted partners certified under ISO 27001 and SOC 2 Type II. We use different service providers for various functions, ensuring that each type of data is stored separately. For example, your personal data is stored by one provider, while transaction analysis is performed by another—these datasets remain unlinked. Even theoretically, if someone gains access to a portion of the data, it would be unusable, as we store information in separate, disconnected databases. This ensures that no single piece of information can be exploited for misuse.

How long do we store your data?

Personal data is retained only for the minimum necessary period, after which it is deleted. If no irregularities are found during verification, the data is immediately destroyed or stored in an aggregated form without personal identifiers.
Transaction history and phone numbers are stored for several months. In some cases, legal requirements may mandate longer retention periods. You can always contact us to inquire about what data we hold and for what purpose.

Do we share your personal data?

We never share your data with tax authorities, as we have no legal obligation to do so. For requests from law enforcement agencies, we review each request carefully. In most cases, we protect our clients’ interests and refuse to provide data if the request is unfounded, overly broad, or lacks a clear legal basis.

For serious crimes such as organized crime, child exploitation, human trafficking, or terrorism financing, we fully cooperate with the relevant authorities. Our goal is to balance the protection of your privacy, our security, and compliance with the law.