FAQs

Profits can be withdrawn only once all other funds that are equal to the sum of your deposits have been withdrawn back to the same method or account you used to deposit. It is our policy that any credit/debit card deposits should be withdrawn to the card in question first, before refunding to any other method, even if other methods were used for funding.

You can choose to withdraw profit directly to your credit card with the Original Credit Transaction (OCT) function. Please note that for any additional amount (i.e., trading profits), there will be no additional withdrawal fees.

If your pre-selected deposit method is not a credit card, then you can withdraw any trading profits via bank wire. Please bear in mind that we will require a bank statement as proof that you are the bank account holder before we can approve your withdrawal request. For more details about how to withdraw using the Bank wire option, see: How can I withdraw funds using the Bank Wire option?

Please note that Viverno charges a fixed fee of 10 EUR or trading account currency equivalent for bank wire withdrawals below 100 EUR or trading account currency equivalent.

Withdrawal requests are usually processed by our Funding Team within one working day. However, the time needed for the funds to be transferred to your account will vary, depending on your payment method.

The below time frames are purely indicative:

International Bank Wire withdrawals may take 3-5 working days.

SEPA and local bank transfers withdrawals may take 2-5 working days.

Card withdrawals may take 2-7 working days; however, in some cases they can take as long as 10 working days*.

E-wallet withdrawals may take anything from 10 minutes to a few hours to reflect on your wallet.

All other withdrawal methods are usually received within 1 working day.

*It is important to note that there are payment processors that may take up to 15 working days for the card refund to reflect on your bank account (depending on your country of residence).

You will be notified via email once the processing of your withdrawal request has been completed by our Funding team. Alternatively, you can check the status of your withdrawal on your dashboard under the payments section.

Except for bank wire withdrawals, Viverno does not require a minimum withdrawal amount. However, it should be noted that withdrawals that are below 2EUR cannot be processed as the requested withdrawal amount is lower than the fees Viverno incurs for processing such withdrawals.

That being said, please note that a 10 EUR fee will apply to any bank wire withdrawals under 100 EUR and any other withdrawals amounting to 20 EUR or less. For bank wire international payments, the minimum withdrawal amount is 50 EUR after the deduction of the 10 EUR basic fee. For SEPA transfers there is a minimum withdrawal amount of 5 EUR after the deduction of the 10 EUR basic fee.

If you need further clarification, please contact our Customer Support team here.

If during the withdrawal process, you wish to return your money back to your Viverno account, you have the option to cancel your withdrawal. This is helpful especially if making a withdrawal would cause you to have limited funds on your account and you still want to place certain trades or keep positions open.

If you are on a pc/laptop, please login to your account, click on Payments > History and then click on ‘Cancel’ next to the withdrawal you would like to cancel.
If you are using the Viverno mobile app, click on ‘More’ on the bottom right side > Transactions > Withdrawals, select the withdrawal you wish to cancel and then click on ‘Cancel request’.

Please note that you can cancel the request yourself within 24 hours. If 24 hours passed, you should then email [email protected] and request the cancellation of your withdrawal.

It is our policy that any credit/debit card deposits should be withdrawn to the card in question first, before refunding to any other method, even if other methods were used for funding.

Kindly note that after withdrawing via credit card, any deposits that were made should be refunded via this method too. Once all deposits from the above mentioned payment methods are fully refunded, you will then be able to withdraw (via bank transfer), to an account under your name.

These terms relate to the Bank Wire payment option:

A SWIFT code – also known as a BIC – is made up of 8 characters and is used to identify a particular bank (e.g. HEBACY2N).

An IBAN stands for International Bank Account Number and helps banks identify your specific account for payments (e.g. of IBAN format: DE00 0000 0000 0000 0000 00) IBANs are not used in all countries. If you are requesting a withdrawal to a bank account which does not have an IBAN, you may put your account number in the IBAN field and your branch code in the Comments field on the withdrawal page.

Your SWIFT code and IBAN can usually be found on your bank statement or online banking portal.

Please note that we require IBAN and SWIFT code for all SEPA transfers; without these details we won’t be able to execute your withdrawal.

Before you can withdraw funds from your account, you need to ensure that your Viverno account has been fully verified.

In addition, you may be requested to provide additional documentation to verify the source of funds (depending on your deposit option) to ensure the withdrawal is credited to the same source where the funds have been received from. You will be contacted by our Funding Team in case additional documents or information are required. However, we do suggest that you provide us with proof of payment document in advance, to ensure smooth processing of your withdrawal request.

There are a number of reasons why your Credit/Debit card may have been declined:

• Your transaction may have been rejected by your card’s issuing bank, please check with your bank;
• You may have gone over your daily transaction limit or exceeded the card’s available credit/debit;
• You may have entered an incorrect digit for the card number, expiry date or CVV code, please verify that these are correct;
• Your transaction may have been refused due to insufficient funds in your card.

You may not have provided the 3D verification code and/or did not complete the 3D Security steps for the transaction to be completed.

Finally, please check with your card issuer to ensure that your card has been authorized for online transactions and that there are not any protections in place that are preventing us from charging it.

If your transaction is rejected by your card issuer, then you should contact them to find out the exact reason.

If you, however; believe that your payment method is valid and everything is in order, please try redepositing again. You may also try depositing using a different card or a different payment method.

Your deposit may be withheld for one of the following possible reasons:

• You did not submit your verification documents;
• Your documents have expired and updated documents are required;
• Your total deposits exceed 2,000 EUR and your account was not yet fully verified;
• You have duplicate profiles within Viverno;
• You have failed to provide us with additional verification documents for your payment (such as card copies, source of payment screenshot, etc.)
• You have deposited using a relative’s or friend’s card / account and additional verification documents are required.

Our Customer Support Team will contact you to resolve the issue and advise you on the further steps. In the meantime, we suggest looking at previous emails sent by us to you.

Should you require any further information, please contact us via email at [email protected].

Viverno is a fully regulated company and we are required to adhere to security policies designed for the security of both our clients and ourselves. We are required to obtain card copies/bank statement of any card/account that was successfully used to deposit into a client’s account to ensure that the card/account is owned by the owner of the trading account, we are also not allowed to send out funds to the client without first having all necessary documents of the client.

Please note that sending your card copies/bank statement is absolutely secure and nobody can use it for any fraudulent activities, as we have all the necessary measures in place to keep your documents and information safe and anonymous.

The reason we require your card copies/bank statement is for the secure verification of your deposits. Kindly hide any personal information you may be concerned about and please allow only your name and the last four (4) digits of the card xxxxxxxxxxxx1234 that was used to fund your account to remain visible.*

*Please note that if you fail to cover the aforementioned sensitive information on your credit card copies, we will not be able to accept them. Any communication emails containing full copies of your credit card will also be deleted. This is done for security reasons, but you can always resubmit your credit card copies covering all the sensitive info.