How you can help us speed up our processes
Dear Bitstamp customers,
As you know, there is much work to do to overcome the delays we are experiencing, and our CEO, Nejc Kodrič, has outlined the urgent measures we are taking. But we need your help too. None of us want these delays to continue, so we would please ask our customers to follow the important guidance below.
Third-party deposits
We continue to receive third-party deposits. However, as you know, these cannot be processed.
To explain, third party deposit are deposits that originate from or are drawn from an account which is titled in a name other than that of the receiving Bitstamp account holder. Here are two examples of such deposits:
We used to ask customers to advise whether the remitter wanted to open an account with us, but this procedure has now been stopped. All funds will be returned automatically to save time, and additional fees may be incurred.
Please note that joint accounts are not treated as third party deposits. If you are sending your deposit from a joint bank account, our payments team will ask you for a bank statement or another document to prove that it is a joint bank account and will then credit your Bitstamp account accordingly.
Deposits
A failure to enter the correct details on wires or SEPA transfers means we must process the deposit manually. It is crucial that the deposit reference is entered, and this is displayed on the deposit page. If it is not included in the details submitted, we cannot process the deposit automatically. Also, without full information about the sender, we have problems identifying the Bitstamp user. This causes serious delays, so please double and then triple check all the details you enter. That really is critical to help us get what you need done faster.
Withdrawals
Many of the problems we are experiencing with withdrawals are because the account numbers and BIC (SWIFT) codes we are provided with are incorrect. If any error is made, this means the bank is unable to execute the payment or will do so incorrectly. None of us want that, so please be sure to double and then triple check everything you enter.
Tickets
It would also help us serve you faster if only one ticket is kept open for correspondence on each issue. Please do not open a new ticket to reply to us. If you open two or more tickets for the same issue, long delays are unavoidable.
As always, thank you for your continued assistance at this difficult time for all of us. Together we will get back on track.
Best,
The Bitstamp Team
As you know, there is much work to do to overcome the delays we are experiencing, and our CEO, Nejc Kodrič, has outlined the urgent measures we are taking. But we need your help too. None of us want these delays to continue, so we would please ask our customers to follow the important guidance below.
Third-party deposits
We continue to receive third-party deposits. However, as you know, these cannot be processed.
To explain, third party deposit are deposits that originate from or are drawn from an account which is titled in a name other than that of the receiving Bitstamp account holder. Here are two examples of such deposits:
- Sending funds from a personal bank account that is different to the personal Bitstamp account receiving the funds
- Sending funds from your business bank account to your personal Bitstamp account
We used to ask customers to advise whether the remitter wanted to open an account with us, but this procedure has now been stopped. All funds will be returned automatically to save time, and additional fees may be incurred.
Please note that joint accounts are not treated as third party deposits. If you are sending your deposit from a joint bank account, our payments team will ask you for a bank statement or another document to prove that it is a joint bank account and will then credit your Bitstamp account accordingly.
Deposits
A failure to enter the correct details on wires or SEPA transfers means we must process the deposit manually. It is crucial that the deposit reference is entered, and this is displayed on the deposit page. If it is not included in the details submitted, we cannot process the deposit automatically. Also, without full information about the sender, we have problems identifying the Bitstamp user. This causes serious delays, so please double and then triple check all the details you enter. That really is critical to help us get what you need done faster.
Withdrawals
Many of the problems we are experiencing with withdrawals are because the account numbers and BIC (SWIFT) codes we are provided with are incorrect. If any error is made, this means the bank is unable to execute the payment or will do so incorrectly. None of us want that, so please be sure to double and then triple check everything you enter.
Tickets
It would also help us serve you faster if only one ticket is kept open for correspondence on each issue. Please do not open a new ticket to reply to us. If you open two or more tickets for the same issue, long delays are unavoidable.
As always, thank you for your continued assistance at this difficult time for all of us. Together we will get back on track.
Best,
The Bitstamp Team