Withdrawal policy
The rules that apply when you request a withdrawal from Neo Valor: methods, time, fees, limits and the checks that must be passed.
1. Introduction
This policy explains how withdrawal requests are processed. By requesting a withdrawal, you confirm that you have read and agree to this policy. It applies together with the Terms of Use and complements the list of methods on the deposits and withdrawals page.
2. Available withdrawal methods
Withdrawals can be made to a local bank account, a digital wallet (GoPay, OVO, DANA) and a Visa or Mastercard card. In general, funds are returned through the same method you used for the deposit, so the origin and destination of funds can be traced.
If the funds are held at a third-party exchange, withdrawal from the exchange to your account follows that exchange's rules and is not controlled by Neo Valor.
We do not serve withdrawals to an account or wallet in someone else's name. This restriction keeps funds from moving to a party you do not know if your account was ever compromised.
3. Processing time
After your request is approved, the time for funds to arrive depends on the method: digital wallets generally within 24 hours, bank transfers 1-3 business days and cards 1-5 business days. Business days exclude weekends and public holidays.
These times can be longer if there is bank maintenance, a surge in requests or additional checks. We cannot control the speed of processing at the bank or card issuer.
A request made after bank operating hours is recorded on the next business day. You can see the request status on the dashboard: pending, processing or completed.
4. Fees and costs
Neo Valor charges no fee for withdrawals. However, banks, card issuers or digital wallet providers may apply their own fees, and network fees may apply to crypto assets. Applicable fees are shown before you confirm the request.
5. Withdrawal limits
The minimum and maximum withdrawal amounts can differ for each method and are shown in the withdrawal form. Daily or monthly limits can apply according to your account verification level. Large withdrawals can be split or require an additional check.
Raising your account verification level usually raises the available limits. Your personal manager can explain which documents are needed for that.
6. KYC and AML checks
The first withdrawal requires your identity to be verified and 2FA to be active. For certain withdrawals we may ask for additional confirmation or an explanation of the source of funds, in line with the KYC and AML policy.
7. Causes of delay or rejection
A withdrawal can be delayed or rejected because the account details do not match the name on the account, verification documents are incomplete, a security or compliance check is under way, the request comes from an unknown device or location, or there is a technical disruption or a change in regulatory rules.
If rejected, we state the reason to the extent allowed by law and the steps you can take.
8. User responsibility
You are responsible for making sure the account number, owner name and payment details you enter are correct. Funds sent to a wrong account because of an input error cannot always be recovered. The destination account must be in your own name.
9. Cancelling or changing a request
You can cancel or change a request while its status is still pending approval, by contacting your personal manager or support. Once the funds have been processed and sent to the payment provider, the request cannot be cancelled from our side.
10. Support
Questions about withdrawals can be sent to [email protected]. We reply, usually within one business hour, and including your request number speeds up the check.
11. Policy updates
The policy may be changed if legal requirements, payment partners or our services change. The latest version applies from the moment it is published on this page, and requests already made before then are still processed under the policy that applied when the request was made.