If you are no longer in possession of the card, kindly inform us and provide valid proof of its cancellation. In accordance with Anti-Money Laundering (AML) regulations, documentation confirming the cancellation of the card is required to remove it from our system.
The following forms of proof are accepted:
An official email from the issuing bank confirms that the card has been cancelled.
A copy or photograph of the card visibly destroyed or cut.
An official letter issued by the bank on company letterhead confirming the card cancellation.
A screenshot taken from a computer (mobile application screenshots are not accepted) clearly showing that the card has been cancelled.
A screenshot of a chat conversation with the bank is also acceptable, provided that the confirmation message is clearly visible, for example: “Card number 000 under the name XXX has been cancelled.”
Once your card has been removed from our system, you will be able to withdraw your funds to a bank account. Please allow 3–5 business days for the funds to be received. In such cases, a bank statement issued in your name may also be requested.
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