FAQs

It is a common practice that after the cancellation of a card, banks are obliged to allow limited transaction types to take place, including refunds, usually for at least 6 months. You should therefore withdraw funds to the card you used to deposit, even if this card has been cancelled. You will receive these funds to your new card which is connected to the same bank account as your previous, cancelled card.

If the bank account linked to the card is completely closed, you will need to send proof of account closure to our Customer Support Team at [email protected]. This document must clearly indicate the card number and state that the bank account linked to it has been closed.

During normal working hours, withdrawals are usually processed within one working day (if not immediately), provided everything is in order and no additional information or documents are required from you.

If the withdrawal request is received outside working hours, it will be processed the next working day. Our Funding Team works Monday to Friday: 08:00-21:00 (GMT+2/GMT+3 during Daylight Saving Time).

*Please note that although credit/debit card deposits are processed immediately, this does not mean that funds have already been received in our bank account as the bank clearing procedure usually takes a few days. However, we credit your funds immediately in order to be able to trade instantly and protect open positions. Unlike deposits, the withdrawal procedure does take longer. For more information please see: How long should I wait for a withdrawal to reflect on my bank account?

To withdraw using Bank wire, please log in to your Viverno profile, select ‘Payments’ and then ‘Withdraw’. Choose the account you wish to withdraw funds from and the amount. Proceed to the next step where you can select the desired withdrawal option: Bank Wire method. Bear in mind that we may require a bank statement as proof that you are the bank account holder.

When submitting bank details, please ensure to provide us with the correct information, including the IBAN number and SWIFT code, as explained here.

Kindly be informed that in order to withdraw via Bank Wire, you should first refund all your Credit Card and Skrill deposits within the last 18 months.

Yes, you can make a deposit and trade without having your account verified only for 15 days. In this case, you will have to provide the following documents within 15 days in order to have your account approved before you are able to continue trading (unless your account can be or has been successfully verified electronically):

Proof of Identity:

• Passport
• Identity Card
• Driving licence

This copy must contain:

• Full Name
• Date of Birth
• Photograph
• Valid Expiry Date
• Issuing authority

Proof of Residence:

• Electricity, water, gas, internet or telephone bill
• Bank statement / credit card statement / bank reference letter
• Tax letter / Council tax bill (for the current year)
• Social insurance statement
• Electronic statements with the URL visible
• Government-issued Certificate of Residence or notarized Affidavit of Residence

This document must be issued in the name of the Viverno account holder within the last 3 months, and must contain the following information:

• Your name
• Your current residential address
• Date of issue
• The details of the issuer

If you fail to provide us with a valid documentation within 15 days, we will perform the following actions on your account:

• Your open positions will be closed between 18-24 pm GMT (if such exist).
• Your remaining balance will be refunded, and your account will be closed.

Please contact our Customer Support Team at [email protected] should you have any further questions about this.

The minimum deposit required is 100 EUR/GBP/USD using a Credit/Debit card, a Bank (Wire) transfer, an e-wallet such as Skrill and/or any other payment method you would see available on our website once you login and click on ‘Deposit’.

Please login to your account on a pc/laptop, click on Payments > Transfer and choose from which account to which account you would like to transfer funds and also enter the amount you would like to transfer. In case you cannot successfully transfer the funds, please email [email protected] with all the details so that we can make the transfer for you.

Card withdrawals are processed as refunds of initial deposits. This means that you will receive refunds in the same amounts as were your initial deposit/s.

Example:

1. You have deposited 3 x 100 EUR using your card.
2. You have now requested a withdrawal of 150 EUR.
3. The withdrawal will be processed as a refund, as follows:
   1. Full refund of 100 EUR deposit
   2. Partial refund of 50 EUR deposit
4. This means that you will receive 2 separate transactions on your card account, i.e. 100 EUR and 50 EUR, which equals the requested withdrawal amount of 150 EUR.

Please allow up to 10 working days for the funds to reflect in your account. If the funds have not been received after 10 working days* have passed, please contact our Customer Support Team at [email protected] and we will provide you with the ARN number.

*For some countries it can take up to 15 working days for refunds to be received back in your card.

For more details on ARN number, see I have withdrawn using credit/debit card, but the funds have not been received in my account. What should I do?

While it usually takes around 2 to 7 working days to reach your card account, it can take up to 10 working days* (as it solely depends on bank processing times) for the funds to be received on your account since the day of the withdrawal approval.
*For some countries it can take up to 15 working days for funds to be received back in your card.

If your funds do not appear in your account after this timeframe has passed, please contact our Customer Support Team at [email protected] and they will provide you with the ARN number.

What is the ARN number?

ARN number is a unique number that tags a credit card transaction when it goes from the merchant’s bank (the acquiring bank) through the card scheme to the cardholder’s bank (the issuer). This number can be used by issuing banks to trace a transaction/refund with an acquirer.

Please contact your bank’s customer care team and check with them directly by providing them the ARN number/s. They will use this unique number to check their systems In order to locate the REFUND and allocate these funds to your account. Please be advised that each card issuing bank has access to Visa/ MasterCard Directory Interface and they should be able to track the payment with the ARN number that you have received from us.

The processing times vary depending on the payment option selected as well as on the payment provider/bank involved in the process.

If you have placed a withdrawal request via Bank Transfer and have not received your funds within 5 working days, please contact our Customer Support Team at [email protected], and we will provide you with a Swift Copy.

If you have made a withdrawal request via Credit/Debit Card and have not received your funds within 10 working days*, please contact our Customer Support Team at [email protected] and we will provide you with the ARN number.

*For some countries it can take up to 15 working days for refunds to be received back at your card.

If you have placed a withdrawal request via another payment option, please refer to the processing times indicated to you upon approval of the withdrawal. And if your funds are not received by the indicated time, contact our Customer Support Team at [email protected] who will provide you with proof of payment or advise you on how to trace the funds.

Since there is a minimum withdrawal amount, Viverno does charge fees depending on the payment option and the withdrawal amount.

• For Bank wire withdrawals below or equal to 100 EUR, Viverno will charge a fixed fee of 10 EUR, with further conditions in regards to the minimum withdrawal amount:
  • for international payments, the minimum withdrawal amount is 50 EUR or trading account currency equivalent net i.e. after the deduction of fees. For amounts that remain below the required 50 EUR an alternative withdrawal method can be used, if available.
  • for SEPA transfers a minimum amount of 5 EUR or trading account currency equivalent net i.e after deduction of the fees.

  For all other withdrawals (except for card refunds) below or equal to 20 EUR, Viverno will charge a fixed fee of 10 EUR.

  Please note, you may also be charged by the funding provider involved in the transfer (intermediary bank, receiving bank, or your credit card provider).