Withdrawal Policy

Our core principle: your funds are yours

Coinwaka is a Model B platform: when you buy crypto it lands directly in your own wallet, and Coinwaka never holds a fiat balance on your behalf. Your crypto belongs to you and you can withdraw it, subject to the security and compliance checks on this page.

During the controlled beta we apply clear limits and manual reviews on money leaving the platform. These checks exist to protect you and other users from theft, account takeover, and fraud, not to delay legitimate withdrawals without reason.

Withdrawal methods

You can move value off the platform in two ways:

• On-chain crypto withdrawal: send supported assets to an external wallet address on a supported network. Transfers are signed in a hardware-isolated signing system that is separate from the app.
• Sell to cash (cash-out): sell crypto and receive fiat through a supported payout rail. M-Pesa (KES) is the live rail for Kenya; PayPal email payouts are available for several other currencies. Available rails are shown at checkout.
• Free internal transfer: send crypto instantly to another Coinwaka user at no network cost.

Minimums, limits, and fees

Minimum and maximum withdrawal amounts vary by asset, network, payout rail, your verification level, and your beta limits. The exact minimum, any network fee, and any payout processing fee are always shown before you confirm, so there are no hidden deductions.

On-chain withdrawals pay a network fee to blockchain validators or miners; that fee is set by the network, not by Coinwaka. Fiat cash-outs may carry a provider processing fee. The full fee schedule is published on the Fees page.

Security checks on every withdrawal

Money leaving your account always requires a verified, secured account. Depending on the amount, we require some or all of the following before a withdrawal is processed:

• A verified email address.
• Your transaction PIN.
• Two-factor authentication (2FA) for higher-value withdrawals (around 100 USD equivalent and above).
• API-key access cannot be used to move fiat out; those paths require an interactive, fully-authenticated session.

Review times and manual review

Most withdrawals are reviewed and processed within 24 hours in most cases. We hold higher-value or higher-risk payouts for a manual review before release. This is a deliberate beta safeguard.

A manual review does not mean anything is wrong. It is a routine check that the request is genuinely yours and complies with our policies and applicable law.

When a withdrawal can be delayed or paused

To protect your funds, a withdrawal may be paused or require extra verification in situations such as:

• A new payout method, recipient, or withdrawal address used for the first time (a short cooling-off period applies before the first payout to a new destination).
• The recipient or payout account name does not match your verified identity.
• Recent changes to your password, 2FA, email, or device, or signs of possible account takeover.
• Unusual activity, amounts inconsistent with your history, or transaction-monitoring or sanctions-screening alerts.
• Outstanding identity (KYC) verification, or a compliance or law-enforcement request.
• Suspected fraud, scam coercion, or funds linked to prohibited activity.

Documents we may request

If a review needs more information, we may ask you to confirm your identity or the source of funds. Typical requests include a government ID, a selfie or liveness check, proof of address, proof that a payout account belongs to you, or a short explanation of a transaction.

We only ask for what is necessary, and we will never ask for your password, full PIN, recovery phrase, or remote access to your device. Anyone who does is a scammer.

On-chain transfers are irreversible

Once an on-chain withdrawal is broadcast it cannot be cancelled or reversed. Always double-check the address, the network, and any memo or tag. Coinwaka cannot recover assets sent to a wrong address, a wrong network, an unsupported token, or a scam wallet.

A pending withdrawal can usually be cancelled only before it has entered processing or been broadcast.

How to ask about or escalate a withdrawal

If a withdrawal or payout is taking longer than expected, contact payments@coinwaka.com or open a support ticket with your account email, the asset, the amount, the date, and the transaction or order reference. If you are not satisfied with the outcome, you can raise a formal complaint through our complaints process.