Exness
Exness
Account restricted without explanation after KYC resubmission
Description
After being asked to resubmit KYC documents due to an expired ID, the complainant's account was placed under restriction for 22 days. During this period, open positions could not be closed and no withdrawals were permitted. The complainant submitted the updated documents within 48 hours of the request but received no status updates. Support responses were generic and did not address the timeline.
Amount Involved
USD 12,300
Supporting Evidence
- kyc-submission-confirmation.png
Complaint Timeline
2025-12-01
2025-12-01
2026-01-14
Platform Responses
Updated Withdrawal Policy Communication for Malaysian Clients
IG acknowledges the confusion regarding our withdrawal policy. As part of our AML obligations, withdrawals must first be returned to the original funding source up to the deposited amount. Profits exceeding the deposit amount can be withdrawn via bank transfer. We have updated our Malaysian client onboarding materials to include clearer documentation of this policy and added a dedicated FAQ section in Bahasa Malaysia. Additionally, our support team has received additional training on communicating this policy clearly.
IFCCI confirms the updated FAQ section is now live on the platform's website. The withdrawal policy is consistent with standard AML practices across the industry.
Legal Disclaimer
The IFCCI Transparency Programme is an independent research initiative and does not constitute regulatory supervision, professional financial advice, or official compliance certification. All findings represent research-based observations intended to contribute to financial industry transparency discourse and informed evaluation. FinScope is a technology platform developed to support the programme’s public-facing digital interface.