Deposits & WIthdrawals
Are you having issues with depositing or withdrawing money to your account? Find your answers here.
There are a number of reasons why your Credit/Debit card may have been declined:
- Your transaction may have been rejected by your card’s issuing bank, please check with your bank;
- You may have gone over your daily transaction limit or exceeded the card’s available credit/debit;
- You may have entered an incorrect digit for the card number, expiry date or CVV code, please verify that these are correct;
- Your transaction may have been refused due to insufficient funds in your card.
You may not have provided the 3D verification code and/or did not complete the 3D Security steps for the transaction to be completed.
Finally, please check with your card issuer to ensure that your card has been authorized for online transactions and that there are not any protections in place that are preventing us from charging it.
If your transaction is rejected by your card issuer, then you should contact them to find out the exact reason.
If you, however; believe that your payment method is valid and everything is in order, please try redepositing again. You may also try depositing using a different card or a different payment method.
Valuta is adhering to strict AML policies as any other regulated company. We are required to obtain card copies/bank statement of any card/account that was successfully used to deposit into a client’s account to ensure that the card/account is owned by the owner of the trading account, we are also not allowed to send out funds to the client without first having all necessary documents of the client.
Please note that sending your card copies/bank statement is absolutely secure and nobody can use it for any fraudulent activities, as we have all the necessary measures in place to keep your documents and information safe and anonymous.
The reason we require your card copies/bank statement is for the secure verification of your deposits. Kindly hide any personal information you may be concerned about and please allow only your name and the last four (4) digits of the card xxxxxxxxxxxx1234 that was used to fund your account to remain visible.*
*Please note that if you fail to cover the aforementioned sensitive information on your credit card copies, we will not be able to accept them. Any communication emails containing full copies of your credit card will also be deleted. This is done for security reasons, but you can always resubmit your credit card copies covering all the sensitive info.
It is our policy that any credit/debit card deposits should be withdrawn to the card in question first, before refunding to any other method, even if other methods were used for funding.
Kindly note that after withdrawing via credit card, any e-wallet deposits that were made should be refunded via this method too and finally any BTC/BCH/ETH deposits should also be refunded back to the same private wallet. Once all deposits from the above mentioned payment methods are fully refunded, you will then be able to withdraw to any other payment method of your choice (such as bank transfer), to an account under your name.
Your deposit may be withheld for one of the following possible reasons:
- You did not submit your verification documents;
- Your documents have expired and updated documents are required;
- Your total deposits exceed 2,000 EUR and your account was not yet fully verified;
- You have duplicate profiles within Valuta;
- You have failed to provide us with additional verification documents for your payment (such as card copies, source of payment screenshot, etc.)
- You have deposited using a relative’s or friend’s card / account and additional verification documents are required.
Our Funding Team will contact you to resolve the issue and advise you on the further steps. In the meantime, we suggest looking at previous emails sent by us to you.
The processing times vary depending on the payment option selected as well as on the payment provider/bank involved in the process.
If you have placed a withdrawal request via Bank Transfer and have not received your funds within 5 working days, please contact our Funding Team at backoffice@valutamarkets.com, and we will provide you with a Swift Copy.
If you have made a withdrawal request via Credit/Debit Card and have not received your funds within 10 working days*, please contact our Funding Team at backoffice@valutamarkets.com and we will provide you with the ARN number.
*For some countries it can take up to 15 working days for refunds to be received back at your card.
If you have placed a withdrawal request via another payment option, please refer to the processing times indicated to you upon approval of the withdrawal. And if your funds are not received by the indicated time, contact our Funding Team at backoffice@valutamarkets.com who will provide you with proof of payment or advise you on how to trace the funds.
Card withdrawals are processed as refunds of initial deposits. This means that you will receive refunds in the same amounts as were your initial deposit/s.
Example:
- You have deposited 3 x 100 EUR using your card.
- You have now requested a withdrawal of 150 EUR.
- The withdrawal will be processed as a refund, as follows:
- Full refund of 100 EUR deposit
- Partial refund of 50 EUR deposit
- This means that you will receive 2 separate transactions on your card account, i.e. 100 EUR and 50 EUR, which equals to the requested withdrawal amount of 150 EUR.
Please allow up to 10 working days for the funds to reflect in your account. If the funds have not been received after 10 working days* have passed, please contact our Funding Team at backoffice@valutamarkets.com and we will provide you with the ARN number.
*For some countries it can take up to 15 working days for refunds to be received back in your card.
For more details on ARN number, see I have withdrawn using credit/debit card, but the funds have not been received in my account. What should I do?
Except for bank wire withdrawals, Valuta does not require a minimum withdrawal amount. However, it should be noted that withdrawals that are below 2EUR cannot be processed as the requested withdrawal amount is lower than the fees Valuta incurs for processing such withdrawals.
That being said, please note that a 10 EUR fee will apply to any bank wire withdrawals below or equal to 250 EUR.
If you need further clarification, please contact our Customer Support team.
Valuta accepts Credit/Debit cards, Bank Wire transfers, and more methods available as per your country of residence.
In addition, be informed that Valuta does not charge fees for funding of your account.
Please note that you may be charged by the funding provider involved in the transfer (intermediary bank, receiving bank, or your credit card provider).
The minimum deposit required is 250 EUR/GBP/USD using a Credit/Debit card, a Bank (Wire) transfer, or Crypto such as Bitcoin (BTC / BCH / ETH) and/or any other payment method you would see available on our website once you login and click on ‘Deposit’.
Please note that the minimum deposit amount might differ if your account is registered through an affiliate campaign which might require a higher or a lower amount as a first time deposit.
These terms relate to the Bank Wire payment option:
A SWIFT code – also known as a BIC – is made up of 8 characters and is used to identify a particular bank (e.g. HEBACY2N).
An IBAN stands for International Bank Account Number and helps banks identify your specific account for payments (e.g. of IBAN format: DE00 0000 0000 0000 0000 00) IBANs are not used in all countries. If you are requesting a withdrawal to a bank account which does not have an IBAN, you may put your account number in the IBAN field and your branch code in the Comments field on the withdrawal page.
Your SWIFT code and IBAN can usually be found on your bank statement or online banking portal.
Please note that we require IBAN and SWIFT code for all SEPA transfers; without these details we won’t be able to execute your withdrawal.
To verify the source of your deposits, please provide us with a screenshot of your virtual card and the (online) source account statement to which is the card connected to, showing the transaction/s made to Valuta and your name. You can also upload your documents through your Valuta dashboard, by clicking on ‘Settings’’ and then ‘Verification documents’. Alternatively, you can send them by email to backoffice@valutamarkets.com
You should withdraw back to the same card number that you have deposited from. In the majority of cases, virtual cards are refundable as they are linked with your actual credit/debit card. A virtual credit card number is a randomly-generated card number associated with your actual credit card. In case of a refund, the processing is identical, since transactions always have the underlying banking card associated with the Virtual Card (MB NET or other) and your account will be subsequently credited. You can always contact your card issuer and confirm this as well.
While it usually takes around 2 to 7 working days to reach your card account, it can take up to 10 working days* (as it solely depends on bank processing times) for the funds to be received on your account since the day of the withdrawal approval.
*For some countries it can take up to 15 working days for funds to be received back in your card.
If your funds do not appear in your account after this timeframe has passed, please contact our Funding Team at backoffice@valutamarkets.com and they will provide you with the ARN number.
What is the ARN number?
ARN number is a unique number that tags a credit card transaction when it goes from the merchant’s bank (the acquiring bank) through the card scheme to the cardholder’s bank (the issuer). This number can be used by issuing banks to trace a transaction/refund with an acquirer.
Please contact your bank’s customer care team and check with them directly by providing them the ARN number/s. They will use this unique number to check their systems In order to locate the REFUND and allocate these funds to your account. Please be advised that each card issuing bank has access to Visa/ MasterCard Directory Interface and they should be able to track the payment with the ARN number that you have received from us.
Withdrawal requests are usually processed by our Funding Team within one working day. However, the time needed for the funds to be transferred to your account will vary, depending on your payment method.
The below time frames are purely indicative:
International Bank Wire withdrawals may take 3-5 working days.
SEPA and local bank transfers may take up to 2 working days.
Card withdrawals may take 2-7 working days; however, in some cases they can take as long as 10 working days*.
E-wallet withdrawals may take anything from 10 minutes to a few hours to reflect on your wallet.
All other withdrawal methods are usually received within 1 working day.
*It is important to note that there are payment processors that may take up to 15 working days for the card refund to reflect on your bank account (depending on your country of residence).
You will be notified via email once the processing of your withdrawal request has been completed by our Funding team. Alternatively, you can check the status of your withdrawal on your dashboard under the payments section.
The processing time varies depending on the payment option selected:
International Bank Transfer: 2-5 working days approximately, depending on your bank.
SEPA and local transfers: usually within the same day.
All other payment methods: 10 minutes approximately.
Once we receive your funds, they will automatically be credited to your Valuta trading account. If we need to request and verify additional information or documents then the processing time may be longer. In such cases, you will be contacted by our Funding Team.
Please note that Valuta is not liable for any delays caused by a 3rd party payment processor/s.
Profits can be withdrawn using the Bank Wire option only once all other payment options have been refunded. It is our policy that any credit/debit card deposits should be withdrawn to the card in question first, before refunding to any other method, even if other methods were used for funding.
Please bear in mind that we will require a bank statement as proof that you are the bank account holder, before the withdrawal approval. For more details about how to withdraw using the Bank wire option, see: How can I withdraw funds using the Bank Wire option?
Please note that Valuta charges a fixed fee of 10 EUR or trading account currency equivalent from bank wire withdrawals below or equal to 250 EUR or trading account currency equivalent.
To withdraw using Bank wire, please log in to your Valuta profile, select ‘Payments’ and then ‘Withdraw’. Choose the account you wish to withdraw funds from and the amount. Proceed to the next step where you can select the desired withdrawal option: Bank Wire method. Bear in mind that we may require a bank statement as proof that you are the bank account holder, in case you did not deposit using this option previously.
When submitting bank details, please ensure to provide us with the correct information, including the IBAN number and SWIFT code, as explained here (link to question ‘’What is SWIFT and IBAN?’’).
Kindly be informed that in order to withdraw via Bank Wire, you should first refund all your Credit Card and Skrill deposits within the last 18 months.
It is a common practice that after the cancellation of a card, banks are obliged to allow limited transaction types to take place, including refunds, usually for at least 6 months. You should therefore withdraw funds to the card you used to deposit, even if this card has been cancelled. You will receive these funds to your new card which is connected to the same bank account as your previous, cancelled card.
If the bank account linked to the card is completely closed, you will need to send proof of account closure to our funding team at backoffice@valutamarkets.com. This document must clearly indicate the card number and state that the bank account link to it has been closed.
Before you can withdraw back to your cryptocurrency wallet, ensure that you follow the withdrawal order as specified under the FAQ: ‘’Which method can I use to withdraw my funds to?’’.
In order to withdraw back to your cryptocurrency wallet, you will be required to provide us the wallet address. Due to the AML procedures and policies, we are only allowed to process withdrawals back to the same wallet address where the funds initially came from. Therefore, we will require a proof of payment (such as a screenshot of your wallet reflecting the deposit and your wallet number or similar identifier) to be provided to us, to verify the original source.
In the case you have used an exchange wallet to fund your account (which is not advisable), you will be required to provide us with a screenshot of your private wallet and confirm this to us in writing. In such a case, please contact our Funding Team at backoffice@valutamarkets.com.
Please login to your account on a pc/laptop, click on Payments > Transfer and choose from which account to which account you would like to transfer funds and also enter the amount you would like to transfer. In case you cannot successfully transfer the funds, please email support@valutamarkets.com with all the details so that we can make the transfer for you.
In order to deposit funds you need to login to your Valuta profile:
- Select the account you wish to fund and click on Payments – Deposit.
- Select the amount you wish to deposit*.
- Choose your preferred deposit method and click ‘Proceed to Pay’.
Confirm your deposit details on the next page. Some additional steps may be asked by your payment provider.
In order to deposit using the bank wire option, please log in to your Valuta profile, select ‘Payments’ and ‘Deposits’, choose the amount you wish to deposit and then select the Bank Wire method. You will then be able to view our bank details.
The processing times depend on the type of the transfer and banks involved in the transfer:
For international bank wire deposits, please allow 3-5 business days for funds to reflect in your Valuta account. Valuta does not charge for bank wire deposits but the sending and correspondent banks may impose charges according to their own fee structure.
SEPA transfers usually reflect within the same business day and the fees are very low.
If during the withdrawal process, you wish to return your money back to your Valuta account, you have the option to cancel your withdrawal. This is helpful especially if when making a withdrawal would cause you to have limited funds on your account and you still want to place certain trades or keep positions open.
If you are on a pc/laptop, please login to your account, click on Payments > History and then click on ‘Cancel’ next to the withdrawal you would like to cancel.
Since there is a minimum withdrawal amount, Valuta does charge fees depending on the payment option and the withdrawal amount.
- For Bank wire withdrawals below or equal to 250 EUR, Valuta will charge a fixed fee of 10 EUR.
- For all other withdrawals (except for card refunds) below or equal to 20 EUR, Valuta will charge a fixed fee of 10 EUR.
Please note, you may also be charged by the funding provider involved in the transfer (intermediary bank, receiving bank, or your credit card provider).
Before you can withdraw funds from your account, you need to ensure that your Valuta account has been fully verified.
In addition, you may be requested to provide additional documentation to verify the source of funds (depending on your deposit option) to ensure the withdrawal is credited to the same source where the funds have been received from. You will be contacted by our Funding Team in case additional documents or information are required. However, we do suggest that you provide us with proof of payment document in advance, to ensure smooth processing of your withdrawal request.
Yes, you can make a deposit and trade without having your account verified for 30 days only.
More details on how to verify your account can be found here: How can I verify my account?
Please keep in mind that no withdrawals will be processed, unless your account has been fully verified.
If you fail to provide us with a valid documentation within 30 days or within the extension period that may be granted to you by the Company, we will perform the following actions on your account:
- Your open positions will be closed between 18-24 pm GMT (if such exist).
- Your remaining balance will be refunded, and your account will be closed.
Please contact our Support team at support@valutamarkets.com should you have any further questions about this.
In case you make a deposit using a card/bank account that is not in your name, we require additional documents to be provided before allowing you to use these funds in trading. In case you are already trading with these funds, you have up to 10 days from the date of the deposit to provide us with the necessary documentation, otherwise your account will be suspended from trading (irrespective of whether there are open positions or not).
The required documents in this case are:
- Your verification documents
- Third party’s Identification Document (such as Passport or ID Card)
- Authorisation letter, completed and signed by both (can be emailed to you by the Funding Team)
- Copies of the used card
Please be aware that it remains at Valuta’ discretion to accept or reject such deposits, if we are not satisfied with the provided documentation and/or any other reasons.
After completing the steps outlined under the FAQ: “How can I make a deposit into my account?” you will be given the payment details on how to proceed with an online payment or transfer from your bank account to Valuta bank account.
Once the transaction is complete, we suggest that you either upload or email the payment confirmation to us showing the following:
- The bank account number.
- Bank account holder’s name (this should match the name used during registration).
- Payment details.
Your transfer should be processed within 2-5 business days from the date the funds were sent from your account. If your deposit takes longer than 5 business days please contact our Funding Team at backoffice@valutamarkets.com
Please note that Valuta is not responsible for any additional bank charges involved in the process.
After completing the steps outlined in “How can I make a deposit into my account?” you will be redirected to your bank’s page where you will be asked to provide some additional information.
If this is your first deposit – or if you are depositing with a different Credit/Debit card than the one you have previously used – you will need to upload or email a clear coloured copy of the front and back of your credit card in order to avoid any possible delays in the crediting of your funds.
ONLY the following information should be visible on the scanned card/s:
- The card-holder’s name (This must match the name used during registration).
- Name of issuing bank
- The last 4 digits of the card number (all others must be covered).
- Credit/Debit card expiry date.
- Cardholder’s signature.
The CVC2/CVV2 (last 3 digits on the back of your card) must be covered.
If the cardholder name is not visible on the card, please provide us with a supporting card statement which confirms the card ownership. The document should state the last 4 digits of the card number and your name, so that it can be verified.
If the card is not in your name, please follow the steps outlined under “Can I deposit using a friend’s / relative’s payment method?
If the card is linked to a Corporate account, please refer to outlined process under ‘’Can I deposit using a corporate credit card/account?’’
*Please note that if you fail to cover the aforementioned sensitive information on your credit card copies, we will not be able to accept them. Any communication emails containing full copies of your credit card will also be deleted. This is done for security reasons, but you can always resubmit your credit card copies covering all the sensitive info.
If the funds are deposited through a corporate/business card then:
If you are the director and sole shareholder: The deposit can be processed, after supporting documents have been provided. Supporting documents include: extract from Business Registry confirming the sole ownership and directorship and shareholder structure, your verification documents and copies of the used card. In case of a withdrawal, the funds must be sent back to the same card account as that which made the initial deposit.
If you are not the sole owner of the company or are just an authorized person acting on behalf of the company: The deposit can be only processed if you proceed with the conversion of your individual account to a corporate Valuta account and if you did not fund your account using any other payment option/account. Procedure for creation of a corporate/business account is outlined here: “Can I open a Corporate / Business account?”