Asset Retrieval Guidelines for USA Users

Asset Retrieval Guidelines 

Dear Users, 

We have prepared this comprehensive guide to facilitate the smooth retrieval of your assets from our platform:  

Step 1: Application Submission 

Navigate to our [Help Center] to submit your asset retrieval application. 

Provide the following account details:       

    1. a valid U.S. government-issued ID (front and back), and a selfie with the ID 

    2. proof of address issued within the last three months(e.g., a utility bill, bank statement, or other official documentation)  

    3. registered email address (if any) 

    4. registered phone number (if any)  

    5. and any other documents requested by our customer service team from time to time 

Note: Please ensure the accuracy of the information to allow us to process your request swiftly. 

Step 2: Application Review 

Our customer service team will process your application and contact you within seven (7) business days. 

• To ensure the security of your account, additional information and documentation may be requested to verify your identity.  
• Please respond promptly to any requests for supplemental information and documentation. 

Step 3: Identity Verification 

We will conduct a further review of your identity documents to ensure that your account belongs to a resident of the United States. Upon successful verification, you will be required to wait a period of 30 to 60 days to receive a claim page link, which will allow you to proceed with claiming your assets. 

• Please note: After January 24, 2025, all withdrawals will require assistance from customer service and will incur a one-time service fee of 30 USDT (or its equivalent in other currencies) to cover the platform's withdrawal services for accounts with remaining assets.  
• This fee is separate from and does not include on-chain transaction fees (which vary based on network conditions and selected withdrawal chains) and any other potential costs and expenses so incurred for such asset retrieval process. 

Step 4: Asset Retrieval Options 

During this time, all platform services associated with your account will be permanently discontinued, which includes the forced closure of any ongoing orders and trading positions. Any remaining balance in your account will be transferred to KuCoin's dedicated Asset Claim Site. Once this process is completed, we will provide you with a link to the claim page, which you may use to claim your assets.

• Specify withdrawal chain and destination address for each token. 
• Ensure compliance with minimum withdrawal amount and requirements 
• Standard withdrawal fees will apply.  
• For the latest withdrawal requirements and fees, please refer to this link.  

Step 5: Other Circumstances

Please follow any additional instructions/requests from customer service. 

Important Notes: 

• Standard processing time: 30 to 60 business days after successful identity verification and confirmation. The expected timeline is proposed in view of our comprehensive security protocols. 
• Potential delays may occur due to pending customer confirmation, incomplete or inaccurate information and/or documentation, additional verification requirements, high volume of requests or technical verification procedures.  
• We prioritize the security of your assets through comprehensive verification measures. While we strive to process all requests efficiently, our primary focus remains on ensuring secure and accurate asset delivery. 
• For any inquiries or further assistance, please contact our customer service team. We remain committed to providing you with professional support throughout the asset retrieval process.