Exness
Exness
Account restricted without explanation after KYC resubmission
描述
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.
涉及金额
USD 12,300
支持证据
- kyc-submission-confirmation.png
投诉时间线
2025-12-01
2025-12-01
2026-01-14
平台回复
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 Profits exceeding the deposit amount can be withdrawn via bank transfer.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
IFCCI 透明度计划是一项独立研究倡议,不构成监管监督、专业财务建议或官方合规认证。所有发现均代表基于研究的观察,旨在促进金融行业的透明度对话与知情评估。FinScope 是为支持本计划面向公众的数字界面而开发的技术平台。