Why an account
may be closed?

Why this decision?

This decision is never taken lightly.

It is made when keeping the account open no longer allows us to guarantee the expected level of security for the user concerned, other users or the platform.

Who does this protect?

Our role is to maintain a safe environment for all users.

This means checking that each account is used in conditions compatible with our security rules, our obligations and our terms of use.

When an account presents elements that no longer allow us to guarantee this framework of trust, we may take protective measures. Closing the account can be one of those measures.

These decisions aim to protect:

• users’ personal data
• the security of accounts
• funds and operations associated with the service
• the integrity of the platform
• the trust of all users

In which cases can an account be closed?

When it is no longer possible to keep the account under sufficiently secure conditions.

An account may be closed when its operation no longer matches the normal conditions of use of the service, or when certain information no longer allows us to guarantee this framework.

This may in particular concern:

• incomplete, inconsistent or outdated account information
• use of the service that does not match the intended conditions
• unusual operations or behaviour requiring a protective measure
• an inability to confirm certain elements related to the account
• failure to comply with the terms of use
• a situation in which we are no longer able to ensure secure operation of the account

For security reasons, we cannot always share the details of the criteria, signals or checks that led to a closure decision.

Why not give more details?

Some information related to our security checks cannot be disclosed.

We understand that an account closure can raise questions. Providing details could however weaken the protection mechanisms in place and harm the security of all users.

That is why our answers may remain general, even when the decision concerns a specific account. This approach helps preserve the effectiveness of our security measures and ensures fair treatment of every situation.

What happens after closure?

The user is informed according to the procedures set out in our terms and conditions and applicable regulation.

Depending on the situation, certain actions may be required before the account is permanently closed, for example:

• verify certain information
• process operations still in progress
• provide any available documents
• support the user on the practical consequences of the closure

Our customer service remains available to answer questions about the practical aspects of the closure.

Can a closure be challenged?

Yes, by contacting customer service. Sending additional information does not guarantee that the account will be reopened.

If the user believes the decision is based on an error or wishes to provide additional information, the request will be reviewed by the relevant teams.

In some cases, the closure decision may be final in order to preserve the security of the service.

What happens to the account balance?

Any remaining funds may be subject to a return procedure, in accordance with applicable rules, operational constraints and security requirements.

Depending on the situation, funds may be returned in different ways.

Return to originating accounts

In some cases, funds received on the account may be sent back to the bank accounts that originally issued the transfers or top-ups concerned.

This procedure allows amounts to be returned securely to their original source when it is technically and operationally possible. Processing may be partial or total depending on the operations concerned and the information available.

Recall of funds by the issuing bank

In some situations, the institutions that issued the funds may initiate a recall of the transfers with their own bank or through the applicable banking circuits.

When this procedure is initiated, the funds may be returned directly to the originating institution or account in accordance with applicable interbank rules.

Prior checks

Before any return of funds, checks may be required in order to:

• confirm the origin of the funds
• identify the institutions concerned
• verify the status of operations
• ensure secure processing of returns
• comply with obligations applicable to financial services

In some cases, an immediate return may not be possible while certain checks or procedures remain in progress.

Processing times

Timeframes may vary depending on:

• the return method used
• the number of operations concerned
• interbank processing times
• any requests from the financial institutions involved
• the checks required for the secure processing of funds

Information provided

For security and confidentiality reasons, some information relating to internal checks or the exact processing methods cannot be detailed.

Our customer service can however support the user on the practical aspects of the account closure and any processing of the available balance.