Withdrawals Complaints

Clients may request the withdrawal of fiat or digital assets from their accounts at any time, subject to platform availability and the satisfaction of all legal, regulatory, and security requirements. To protect client funds against unauthorized access or fraud, Sentens employs several security protocols:

• Time-Locks and Whitelisting: Withdrawals to newly added digital asset addresses or fiat bank accounts may be subject to a mandatory 24-48 hour security time-lock.
• Manual Review: Withdrawals exceeding specific volume thresholds, or exhibiting anomalous patterns compared to historical account behavior, will trigger a manual review by our security team, which may delay processing.
• Regulatory Holds: We are legally obligated to freeze withdrawals if an account is flagged for AML/CTF violations, pending investigation or instruction from law enforcement.

We are dedicated to providing exceptional service. If you are dissatisfied with our services, you have the right to lodge a formal complaint. Please email your complaint to [email protected] with the subject line "FORMAL COMPLAINT - [Your Account ID]".

Upon receipt, our Compliance Department will acknowledge your complaint within 3 business days. We will conduct an impartial investigation and aim to provide a final resolution written response within 15 business days. If the issue is exceptionally complex, we will notify you of the delay and provide a final response within 35 business days.