Frequently Asked Questions
General & Account Questions
You can contact our Customer Support Team for any questions related to your registration, MT4 platform/mobile app, unexplained error or technical issue, downloading your platform or client’s dashboard.
Should you wish to reach us by email support@valutamarketsmarkets.com
Monday to Friday: 00:00-24:00
(GMT+2/GMT+3 during Daylight Saving Time)
Please make sure to contact us from your registered email address.
Phone verification is a mandatory step to add protection to your account.
After entering a valid mobile phone number in the online form, you will receive an SMS with a verification code. You will then need to enter that code into the appropriate box in the form.
If you are unable to verify your number, please contact our Customer Support Team via Email.
Registering with Valuta is a relatively simple process. Simply click “Sign up” and complete the registration process.
After you have opened an account with Valuta, you are asked to complete personal details (date of birth, residential address details, etc.) as soon as possible. This should help you speed up the verification process.
You will then need to complete an Appropriateness Test to ensure that you understand all the risks involved in trading derivative products and submit basic information on your Economic profile.
In order to have your account fully verified you will be required to send the below documentation:
- Proof of identity
- Proof of address*
You can upload the documents through the Valuta dashboard and upload them on our system. It is a very simple and straightforward process.
To avoid any account limitations including, but not limited to, trading, withdrawal of funds and account closure, all clients should be verified as soon as possible.
At any point, Valuta may request additional identification documents in accordance with regulations or circumstances.
* Unless your address can be fully verified via electronic verification
Please note that if you wish to open a real money account with Valuta you must be at least 18 years old.
In order to verify your account, we will require a copy of your valid passport or both sides of your government-issued identification card.
This copy must contain:
- Identification Number
- Full Name
- Date of Birth
- Photograph
- Valid Expiry Date
- Issuing authority
What will not be accepted:
- Covered details – you must not cover any of the above details
- Unclear documents
- Cropped images – all edges of the document should be visible
- Documents such as Army card, Medical card, Age card, Student card
All scans should be in high resolution and the above details must be clearly readable.
Please make sure that your documents are:
- Clear, with no blurs, light reflection or shadows
- All edges of the document must be visible
Both sides of the document must be uploaded
View examples of valid documents:
A. Passport
B. Identification Card
Please keep in mind that on the occasion when your identity verification document has expired, you are obligated to provide us with a copy of the updated document.
In order to verify your account, we will require a recent proof of address document, such as a utility bill or bank statement.
This document must be issued in the name of the Valuta account holder within the last 3 months, and must contain the following information:
- Your name
- Your current residential address
- Date of issue
- The details of the issuer
We accept any bills that are issued by a financial institution, a utility company, a government agency or a judicial authority. If your bill or document is available online, you may send it to us either as a PDF file, or as a screenshot.
Proof of address/residence can be one of the following:
- Electricity, water, gas, internet or telephone bill
- Bank statement / credit card statement / bank reference letter
- Tax letter / Council tax bill (for the current year)
- Social insurance statement
- Electronic statements with the URL visible
- Government-issued Certificate of Residence or notarized Affidavit of Residence
If you do not have Residence documents in your name, please note that you could also send a Certificate of Residence of your Municipality or a Letter of Confirmation duly signed by a local authority enclosing your name/ surname, your current address and with a recent date.
If you do not have any of the above, please provide us with an official document that states your name and residential address or send an email to backoffice@valutamarkets.com and inform us about this so that we assist you further.
What will not be accepted?
- Invoices for purchasing goods
- Receipts
- Insurance bills
- Handwritten bills
- Road tax
- Documents with low resolution or low quality
- Documents enclosed in envelopes
- Half or torn documents
View examples of valid documents:
A. Utility bill
B. Bank Statement
Please keep in mind that on the occasion when your verification document is “outdated” (older than 12 months), we will contact you to provide us with a copy of the updated document.
As a regulated company, we are obliged by law to collect certain information about our clients during the verification process. Besides your verification documents, we also require the following questionnaires to be completed:
The Appropriateness Assessment Test is part of this process which helps us ensure that the customer has an understanding of the risks involved and has the relevant experience required in the financial markets. The Assessment ensures that you are given access to the leveraged products and services you are most suited for.
The Assessment of client’s economic situation (Economic Profile) is the second part of this process which allows us to ensure that the customer’s financial situation is in line with his funding patterns and also adds an extra level of verification for AML purposes.
For further details, please contact our Customer Support via email at support@valutamarkets.com
These steps are taken to ensure the validity of the information and to protect you from potential fraud.
Valuta, as a legit financial institution, is required to confirm the identity of its clients. If your identity can not be clearly verified, you may be asked to provide further information.
Additionally, Valuta is required to comply with statutory security standards. These include but are not limited to, the anti-money laundering legislation and the prevention of terrorist financing. If you need help with your identity verification process, please contact our support team.
You can call support in your preferred language, contact us via Live Chat, WhatsApp, Telegram or by email support@valutamarkets.com Monday to Friday: 00:00-24:00 (GMT+2/GMT+3 during Daylight Saving Time).
The documents can be uploaded on your Dashboard once you log into your account, under the section “Settings” > “Profile” > “Verification Documents” as shown on the below screenshots:
If for any reason you are facing issues uploading your documents, you can send them via email to backoffice@valutamarkets.com
Once you upload all your documents, it can take anywhere between 30 minutes to 24 hours during working hours to verify your profile.
Yes, Valuta allows up to 4 different trading accounts. In case you already have a Classic account and wish to have a VIP account, you will need to open a new account of the desired type as no upgrade can be done.You can have max up to 3 Classic account and 1 VIP account.
You may open additional trading accounts via your dashboard by clicking on ‘Add new account’ as on the picture below:
You can then select if you wish to add an MT4 live trading account:
You can then select your desired account type:
You can also select one of the following currencies:
However, please note that a client can only hold one profile.
For further details, please contact our Customer Support via email at support@valutamarkets.com
You can open a trading account on your company name via our usual registration process. Please enter the personal details of the person who will be the authorized representative and send an email to backoffice@valutamarkets.com with the official company documentation (depending on the availability as per country of the incorporation), such as:
- Certificate of Incorporation
- Certificate of Good Standing or a recent excerpt from the company registry if the company is older than one year
- Certificate of Registered Office (if available)
- Certificate of Directors and Secretary
- Certificate of Registered Shareholders
- Memorandum & Articles of Association of the Company (if available)
- A Lei code – A client who is a legal entity or structure needs to obtain a LEI code. For information please see: https://www.gleif.org/en or https://www.leiroc.org/
- A resolution by the Board of Directors of the Company for the opening of a trading account with Valuta and to whom they grant authority to operate the trading account (internal template to be provided)
- Declaration of UBO (sample can be provided as per request)
- Full KYC documentation for all Directors and Shareholders of 25% or more held in the Company. Specifically:
- Proof of Identification: a certified true copy of the person(s) passport (with photograph and signature specimen included) who will operate the trading account. The document is required to be valid and clearly readable.
- Proof of Residence: a recent copy of a water bill or gas bill or electricity bill or a bank statement issued in that person(s) name, evidencing his/her permanent address and not older than three (3) months.
Please note that the above list is indicative and that the number and nature of the documents required depends on the country of incorporation.
Once we receive all necessary documents, our Back Office Team will review them and assist you with the completion of the registration.
To open a joint account with Valuta, each person must first open an individual Valuta account and then fill a Joint Account Request Form which can be obtained by contacting our Back Office Team at backoffice@valutamarkets.com. Both individuals have to ensure to proceed with a successful verification of their respective individual accounts, before the merge will be possible. This includes but is not limited to, provision of KYC documents, completion of Appropriateness test and Economic profile.
It remains at the company’s discretion to confirm a clients’ eligibility for a joint account.
Please note that the option to permanently delete the account is available only for the accounts which do not have any uploaded documents or any failed or successful deposits. This is due to the fact that we are required by our regulator to maintain your account details for 5 years.
If you do not have any failed or successful deposits in your account within the last 5 years, then please log in to your account on a PC/Laptop, click on Settings > Privacy > Delete my account.
In case you are unable to delete your account, you can email backoffice@valutamarkets.com with your request to delete the account.
Anti-Money Laundering legislation defines PEP as a natural person who is or who has been entrusted with prominent public
functions and includes the following:
(a) heads of State, heads of government, ministers and deputy or assistant ministers;
(b) members of parliament or of similar legislative bodies;
(c) members of the governing bodies of political parties;
(d) members of supreme courts, of constitutional courts or of other high-level judicial bodies, the decisions of which are not subject to further appeal, except in exceptional circumstances;
(e) members of courts of auditors or of the boards of central banks;
(f) ambassadors, chargés d’affaires and high-ranking officers in the armed forces;
(g) members of the administrative, management or supervisory bodies of State-owned enterprises;
(h) directors, deputy directors and members of the board or equivalent function of an international organization.
No public function referred to in points (a) to (h) shall be understood as covering middle-ranking or more junior Officials;
‘family members’ includes the following:
(a) the spouse, or a person considered to be equivalent to a spouse, of a politically exposed person;
(b) the children and their spouses, or persons considered to be equivalent to a spouse, of a politically exposed person;
(c) the parents of a politically exposed person;
‘persons known to be close associates’ means:
(a) natural persons who are known to have joint beneficial ownership of legal entities or legal arrangements, or
any other close business relations, with a politically exposed person;
(b) natural persons who have sole beneficial ownership of a legal entity or legal arrangement which is known to
have been set up for the de facto benefit of a politically exposed person.
Definition of Immediate Family Member & Close Associates of a PEP: The legislation extends the requirement to apply Enhanced customer due diligence to an immediate family member, or a close associate, of a PEP.
In the case the above is applicable to you, please inform our Back Office Team in writing at backoffice@valutamarkets.com accordingly.
Unfortunately, Valuta does not accept US citizens/residents for tax purposes.
Please ensure that if any of below is applicable to you, you need to inform us accordingly:
- I am a U.S. citizen (including dual citizen) or resident
- My birthplace is in the U.S.
- I have a current U.S. mailing or residence address (including a U.S. post office box or U.S. “in-care-of” address)
- I have a current U.S. telephone number
- I have standing instructions to transfer funds to an account maintained in the United States
- I have currently effective power of attorney or signatory authority granted to a person with a U.S. address
- I have an “in-care-of” or “hold mail” address that is the sole address for the Account Holder. The Investor needs to note that in the case of a Pre-existing Individual Account that is a Lower Value Account, an “in-care-of” address outside the United States is not to be treated as U.S. indicia.
- I possess a U.S. TIN (hereafter “Tax Identification Number”).
If your answer to any of the above statements was ‘’Yes’’, we won’t be able to proceed with the approval of your account. If you have already registered for a Valuta account and you are considered a US citizen for tax purposes, please inform our Back Office Team accordingly at backoffice@valutamarkets.com
You can amend the name only in case of misspelling by sending us an email to backoffice@valutamarkets.com explaining why you wish to change it and attaching a copy of your identity document or document proving a name change. We will then review and contact you regarding the status of your request.
Please note that you are requested to provide us with accurate and valid information from the beginning of the business relationship. In the case you register using a fake name or a nickname or a third party name, you need to inform us accordingly. Further information and/or documentation may be required.
If you wish to change or update your residential address, follow the below steps:
You can amend your residential address by sending us an email with a copy of your proof of residence document attached. At the same time you can proceed to change your residential address from your Valuta profile. Please access your Account on Valuta dashboard, click ‘Settings’ and select ‘Personal Profile’ option. Once the new proof of residence document is received and accepted we will then update your profile.
You can find more details on acceptable proof of residence documents under the question: What is proof of address/residence?
If you wish to change your email address or phone number, follow the below steps:
To change your email address or phone number, please access your Account from Valuta dashboard, click ‘Settings’ and select ‘Personal Profile’ option. Here you will be able to amend the email. You will receive an automated email notification asking you to confirm your new email address. Follow the instructions stated in the email.
To customise your subscriptions, visit the Settings page in your Valuta profile/dashboard. Here you will be able to confirm whether you wish to receive marketing and promotional material or not. Alternatively, you can go on the bottom of the email you received and unsubscribe by selecting ”Click here” option.
Please note, you will not be able to unsubscribe from the required communication regarding your trading activity. If you wish to unsubscribe from daily statements, please email support@valutamarkets.com
Kindly note that we do not provide taxation information as each country has different taxation laws.
Valuta does not collect taxes for any government authority, and it is the clients’ responsibility to calculate and pay any applicable taxes relevant in the country they live in. To do so, we can provide you with your trading account statement/s.
If you wish to have a tax letter confirmation stating your total deposits, total withdrawals and total PnL, please email support@valutamarkets.com and they will provide it to you.
If you are using a pc/laptop, please login to your account, click on Settings > Change Password.
In case you have forgotten your Password, please click on ‘Forgot Password?’ or talk to an agent in order to reset the password manually for you.
If you wish to become an Affiliate or IB Partner of Valuta, please email affiliates@valutamarkets.com or directly and/or visit our partners page where you can find more information.
If you send an email you should expect a further reply within 24-48 business hours.
Yes, the Company has established, implemented and maintains an Inactive and Dormant Account Policy that is as follows:
When a client with any trading account(s) held with the Company under any of its brands has not:
- Placed a trade;
- Opened or closed positions; and
- Made a deposit into the client’s trading account, for a period of at least 90 (ninety) consecutive days, his account shall be classified by the Company as an Inactive Account.
Such Inactive Accounts will be subject to a monthly charge of
- 10% of the account balance, with
- the minimum amount charged being € 25 (Twenty-Five Euros) or trading account currency equivalent, and
- the maximum amount charged being € 49,90 (Forty-Nine Euros and Ninety Cents) or trading account currency equivalent from the funds held in the account balance, until the account balance is € 0 (zero) or trading account currency equivalent, relating to the maintenance/ administration of such Inactive Accounts.
You can reactivate your inactive/dormant account at any time. Please ensure that all of your verification documents (i.e. Proof of Identity and Proof of residence) are still valid, as renewed documents may be required. And also ensure to re-complete and update your profile information, including the Economic Profile/Questionnaire.
Inactivity/Dormant fees are non-refundable.
Should you require any further clarification or assistance, please do not hesitate to contact our Customer Support.
Deposits & Withdrawals
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.
*Valuta offers a wide range of deposit methods including credit cards, bank transfers, e-wallets and more.
Please note that you must withdraw via the same method used to fund your account.
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 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.
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.
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.
An example can be found below:
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.
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’s 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.
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.
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?”
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.
You can contact our Funding Team for further information and/or in order to provide these documents via email at backoffice@valutamarkets.com
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.
Should you require any further information, please contact us via email at backoffice@valutamarkets.com
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.
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.
Example:
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.
Find below example of an acceptable document confirming the source account of your initial deposit to ensure smooth withdrawal process:
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 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.
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.
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.
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.
Example of confirmation of your receiving wallet:
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.
Please note that you can cancel the request yourself within 24 hours. If 24 hours passed, you should then email backoffice@valutamarkets.com and request the cancellation of your withdrawal.
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.
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.
During normal working hours, withdrawals are usually processed within a few hours (if not immediately), provided everything is in order and no additional information or documents are required from you.
If the withdrawal request is received outside working hours, it will be processed the next working day. Our Funding Team works Monday to Friday: 08:00-21:00 (GMT+2/GMT+3 during Daylight Saving Time).
*Please note that although credit/debit card deposits are processed immediately, this does not mean that funds have already been received in our bank account as the bank clearing procedure usually takes a few days. However, we credit your funds immediately in order to be able to trade instantly and protect open positions. Unlike deposits, the withdrawal procedure does take longer. For more information please see:‘’How long should I wait for a withdrawal to reflect on my bank account?’’
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.
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.
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).
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.
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.
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?
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.
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.
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.
All About Trading
Valuta offers Negative Balance Protection (NBP) as part of the Client Agreement so in the event that a negative balance occurs in the Client’s Trading Account due to Stop Out, the Company will make a relevant adjustment of the full negative amount so that the Client does not suffer the loss as per our Negative Balance Policy.
If you are using MT4 platform on your pc/laptop, please click on ‘Account History’ and then right click on one of your trades and select ‘All History’:
On MT4 app, you can click on ‘History’ and then select the dates:
Please note that your trades might be closed automatically due to Stop Out or when the Stop Loss and/or Take Profit order is triggered.
A stop out level is a specific point at which all the active positions are closed automatically because of a decrease in the margin level of the client. In the event that there is insufficient Margin in the Clients Account or in the event that the deposited Margin is not sufficient to meet the required Margin rates, as determined by Valuta, we shall have the right but shall not be obliged to start closing Client’s positions starting from the most unprofitable, when the Margin level is less or equal to 50%. In the case where the margin level is equal to or less than 20%, the client’s positions shall be automatically closed, starting from the most unprofitable, at the market price.
Stop Loss and Take-Profit orders are used to automatically close an open position. With a Stop-Loss, losses should be limited, while the Take-Profit is used to protect profits. Once the market price reaches the Stop-Loss or Take-Profit level, the position is closed at the current available market price. However, with both order types, it cannot be guaranteed that the predetermined exit level will exactly match the actual exit price. If the market price rises or falls above/below the predetermined exit level, higher profits or losses than the desired ones may occur.
In order to access your MT4 account on MT4 platform, click on File > Login to Trade Account.
If you did not use the link provided on valutamarkets.com to install the desktop or mobile app, you can search for the server called ‘MVEHoldings-Real02’.
Then you need to enter the live/demo account ID in ‘Login’, the password you used in order to register your Valuta account.
On MT4 app, click on Settings > New Account > Login to an existing account and then type the company or server name.
You should then enter your live/demo account ID in ‘Login’ and the password you used in order to register your Valuta account.
In order to find these details, please login to your Valuta account through our website. Under Accounts, you can see the account number and server that you should use in order to access the account.
Should you require any further assistance, please contact our Support Team via email to support@valutamarkets.com
CFD stands for “Contract for Difference”. Rather than negotiate or physically exchange the financial asset (e.g. physically buy or sell the stock of a company), the CFD is a transaction in which two parties agree to exchange money on the basis of the change in value (price) of the underlying asset, occurred between the point at which the position is opened and the moment when it is closed.
With CFDs there are no fixed amounts. When placing your order, you determine how much value is designed to a pip. While your position is open, your profit or loss is determined by this criterion. Please ensure that you understand all risks associated with CFD trading before placing your order.
It is important to note that a CFD is a leveraged product, which means you only pay a margin (collateral) in order to open a trade, which corresponds to a fraction of the actual position value. Using leverage also means that you only need to deposit a small percentage of the full value of the trade in order to open a position. This is called ‘trading on margin’. While trading on margin allows you to magnify your returns, losses will also be magnified as they are based on the full value of the position.
Please ensure that you understand all risks associated with CFD trading before placing your order.
Start by clicking on “New Order” in the toolbar or by right-clicking on your desired asset in the Market Watch tab. Press CTRL+U to bring up the symbols window and select your desired underlying asset.
Adjust your position size by setting the number of lots you wish to trade on the Volume tab. At this point, you may also wish to set your maximum Stop-Loss or Take-Profit limits, so that your position will close automatically upon reaching these levels.
Click ‘BUY’ if you think the price of your selected asset will rise in value. Click ‘SELL’ if you think the price of your selected asset will fall in value.
On the MT4 app, select the asset on which you wish to trade and then click on ‘Trade’.
Should you require any further assistance, please contact our Support Team via email to support@valutamarkets.com
Margin represents a security deposit which is at least required to open a trade. In plain terms, margin is the amount you are contributing to a certain trade and in essence it is also the amount you stand to lose should the markets move against you. Margin is also the term used for the amount of money that you need to keep in your account to sustain a position, called the maintenance margin.
Eventually, if your position threatens to wipe your account clean, there will be a point where the position will be automatically closed, this is called a margin stop-out. In order to sustain your positions open, the automatic closing of your position could be prevented by depositing more funds.
A spread is simply the price difference between where the trader may purchase or sell an underlying CFD asset, this is commonly referred to as the bid and ask price. You can think of the spread as the trading cost for placing a position; thinner spreads essentially enable you to reduce your trading costs thus making profits larger or losses smaller, after you close your positions.
For example, if the BID price is 1.2634 and ASK price is 1.2636, the Spread is the difference between the two: 2 pips.
Every instrument has a BUY price and a SELL price. This difference in price is called the spread, and contains the commission which we charge on each trade.
As soon as you open a trade, the current rate shown is the one at which the position would close.
For example, when you open a BUY trade, it will open at the BUY price, and close at the SELL price. When you open a SELL trade, it will open at the SELL price, and close at the BUY price.
Due to the difference between the two rates, a new trade always shows an immediate loss.
Valuta offers a free Forex / CFD “Demo Account” with $10,000 virtual credit. To open a Demo Account just complete our sign up process. The Demo Account is created for all clients automatically and you can access it on your Dashboard.
Troubleshooting
If you have problems with phone verification, please make sure that:
- You have entered a valid phone number which can receive SMS.
- The number is entered with no special characters, no spaces and no country code.
- If you previously had an account with us, please let us know.
If you are still unable to verify your number, please contact our Customer Support Team
If you have problems logging in, or if you receive an error message during registration, you can contact us via email support@valutamarkets.com
If you cannot enter your Valuta account, please first check you have entered your email address and password correctly.
If you are not sure what your password is, please contact our Customer Support Team via Email in order to reset your password manually.
You might also find the following steps helpful:
- Clear your browser cache
- Try to login again
- Try using another browser (IE, Mozilla FireFox, Google Chrome etc.)
- Check your internet connectivity
Make sure you are not already connected in another window or platform.
If you cannot access your MT4 account, please first make sure you are using the correct live/demo account ID and the correspondent server of the account you would like to use. In order to find these details, please login to your Valuta account through our website. Under Accounts, you can see the account number and server that you should use in order to access the account. Please make sure to use the exact same server you see on your Dashboard under the account you wish to use. The password is the same you use to access your Valuta profile.
If you are still unable to login, please contact our Customer Support Team via Email.
If your deposit has failed, it may have been for one of the following possible reasons:
- Payment declined by card issuer
- System Error
- Wrong account number
- Incorrect card details
- 3D security failure (Credit/Debit Card)
- Card not active for online activity
- Expired session
- Closed account
- Transaction rejected by bank
- Incorrect recipient name (Bank wire)
- Invalid verification code (Neteller)
For more information please see: “Why was my deposit declined?”
If your withdrawal has been rejected, it may have been for one of the following possible reasons:
- Insufficient account balance;
- Insufficient free margin to cover open positions;
- Incorrect withdrawal details;
- Payment method used for withdrawal is different from the one used to deposit.
- Withdrawal amount exceeds the deposited amount for the method (Credit/Debit Cards);
- Withdrawal amount doesn’t cover payment system charges.
- Additional information and/or documentation requested was not provided;
- Third-party transfer request.
If this happens, you will be notified via email for the specific reason.
To submit a complaint, please complete the Complaint Form found here (in Appendix of the Complaints Handling Procedure): Complaints Handling Procedure and email it to us at complaints@valutamarkets.com
We request any complaints to be sent via email so as to have the proper documentation in place to conduct an investigation of each individual case when necessary
The Company considers having a complaint when the complainant has filled out the relevant Complaint Form, found here (in Appendix of the Complaints Handling Procedure): Complaints Handling Procedure and submitted it to the Company via the following methods:
(a) By email at complaints@valutamarkets.com,
(b) When the complainant has completed the relevant form on the Contact us page.
