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Withdrawal Policy

2025

This policy governs the processing of withdrawal requests on Forge Capmoor in accordance with applicable UK legislation, including the Money Laundering, Terrorist Financing and Transfer of Funds (Information on the Payer) Regulations 2017 (MLR 2017), the Financial Services and Markets Act 2000 (FSMA), the FCA regulatory requirements, and the FCA guidance on digital asset services. By submitting a withdrawal request, the user acknowledges and agrees to all terms set out in this policy.

1. Available Withdrawal Methods

  • direct bank transfer to an UK or international account held in the user's verified name;
  • transfer to approved digital wallets registered under the user's account;
  • transfer to cryptocurrency exchanges linked and verified under the user's account.

The account holder's name must exactly match the name recorded on the user's verified profile. This requirement is mandatory under the FCA's customer identification and verification obligations. Withdrawals to third-party accounts are not permitted.

2. Withdrawal Processing Time

Withdrawal requests are typically processed within 1–3 UK business days from the time of submission, subject to:

  • the selected withdrawal method and destination institution;
  • compliance screening and regulatory obligations under the MLR 2017;
  • additional identity or source-of-funds verification where required.

Requests submitted outside Greenwich Mean Time (GMT) business hours will be queued for processing on the next available business day. Forge Capmoor is not responsible for delays caused by third-party financial institutions or blockchain network congestion.

3. Fees and Charges

Withdrawal fees may apply depending on the selected method, currency, and destination. All applicable fees are displayed in full prior to the user confirming the withdrawal request, in accordance with the consumer transparency requirements under the Consumer Rights Act 2015 and the Consumer Protection from Unfair Trading Regulations 2008.

Forge Capmoor does not impose hidden fees or undisclosed charges. Any fee changes will be communicated to users with reasonable notice prior to taking effect.

4. Withdrawal Limits

  • minimum withdrawal thresholds apply and vary by currency and asset type;
  • daily, weekly, or monthly limits may apply in accordance with Forge Capmoor's AML/CTF Programme obligations under the MLR 2017 and the FCA reporting requirements;
  • enhanced transaction monitoring may result in temporary restrictions on withdrawals where unusual, high-risk, or suspicious activity is detected, pending completion of additional verification.

5. Mandatory Identity Verification (KYC/AML)

In accordance with Forge Capmoor's obligations as a registered cryptoasset exchange provider under the MLR 2017, all users must complete identity verification before withdrawals can be processed. Required documents may include:

  • a certified copy of a valid UK passport, driver's licence, or other FCA-approved government-issued photo identification;
  • proof of residential address issued within the last 3 months (e.g., utility bill, bank statement, or UK Government correspondence);
  • documentation evidencing the source of funds, where required by the FCA or where triggered by internal risk assessment procedures.

Withdrawals will not be processed until all required verification steps have been satisfactorily completed. Forge Capmoor reserves the right to request additional documentation in line with its ongoing customer due diligence obligations.

6. Possible Delays or Rejections

A withdrawal request may be delayed, suspended, or declined in the following circumstances:

  • the account name does not match the name on verified identification documents;
  • submitted documents are invalid, expired, or fail verification standards;
  • the transaction triggers suspicious activity reporting obligations under Part 7 of the Proceeds of Crime Act 2002, requiring referral to the National Crime Agency (NCA);
  • a technical failure occurs with an exchange API or payment processing system;
  • KYC/AML verification requirements have not been fulfilled or have lapsed;
  • the account is subject to a freeze, restriction, or law enforcement hold under applicable UK legislation.

Where permitted by law, Forge Capmoor will notify the user of any delay or rejection and provide relevant information. Note that in certain circumstances, disclosure of the reason for a delay or restriction may itself be prohibited under the MLR 2017 (tipping-off provisions, s. 333A of the Proceeds of Crime Act 2002).

7. User Responsibility

The user is solely responsible for ensuring that all withdrawal details — including account numbers, wallet addresses, and beneficiary information — are accurate and complete before submitting a request. Forge Capmoor accepts no liability for financial loss arising from incorrect information provided by the user. Users are encouraged to double-check all details, as cryptocurrency and some digital asset transactions are irreversible.

8. Cancellation or Modification of a Withdrawal Request

Users may request cancellation or modification of a pending withdrawal request provided it has not yet entered the processing stage. Once a request has been submitted for processing, it cannot be cancelled, modified, or reversed by Forge Capmoor. Users should contact support immediately if a cancellation is required.

9. Support and Assistance

For enquiries or issues relating to withdrawals, please contact our support team:

📩 [email protected] — Average response time: 1–2 UK business days

If you believe your matter involves a complaint, you may also submit a formal complaint in accordance with our Internal Dispute Resolution (IDR) procedure. If unresolved, eligible complaints may be referred to the Financial Ombudsman Service (FOS) at www.financial-ombudsman.org.uk.

10. Policy Updates

This policy may be updated periodically to reflect changes in UK legislation, the FCA guidance, the FCA regulatory requirements, or our internal compliance framework. Users will be notified of material changes via email or prominent notice on the platform. Continued use of Forge Capmoor services following publication of an updated policy constitutes acceptance of the revised terms.