Document / WDR-11

Withdrawal policy

1. Introduction

This policy sets out how withdrawals from Matrix Edge accounts work: the methods available, the timelines you can expect, the checks that apply, and the reasons a request can be delayed or declined. By requesting a withdrawal you accept this policy as it stands at the time of the request. The policy is written to match the practical detail on the Deposit and withdrawal methods page, which lists each rail with its fee and timing.

2. Available withdrawal methods

Withdrawals are processed to the same method used for funding wherever that route supports it: LINX-linked local accounts, Visa and Mastercard cards, local online banking transfers, and PayPal. This same-route rule is a security control that keeps third parties from draining an account to destinations you never used. Where a funding method cannot receive returns, such as certain prepaid cards, the withdrawal is sent by online banking transfer to an account in your verified name after a document check.

3. Processing times

Platform-side review completes within one business day for verified accounts in good standing, and the rail then takes its own time: PayPal usually within 24 hours of approval, online banking transfers 1 to 3 business days, and LINX, Visa and Mastercard 1 to 5 business days depending on the issuer. Requests submitted on weekends or Trinidad and Tobago public holidays enter the queue the next business morning. The estimated date shown at submission includes both the review and the rail time, so it is the honest number to plan around.

Delays beyond the estimate usually come from one of three places: an identity re-check, a payment provider holding the transfer, or volume at the receiving bank. Your dashboard shows which stage a request is in, and support can see the same status when you ask.

4. Fees and charges

Matrix Edge charges no withdrawal fee on any supported method, and no exit fee of any kind. Costs that can appear are third-party ones, passed through at cost: a payment provider's own charge on a specific rail, or conversion between currencies when your withdrawal currency differs from your account currency, at up to 1.50% as stated in the fee schedule. Any such cost is shown before you confirm the request.

5. Withdrawal limits

The minimum withdrawal is TT$ 170 per request. There is no platform-side maximum: the full balance, including profit, is withdrawable, and nothing in this policy locks funds for a minimum period. Very large requests may need additional banking coordination, which support arranges with you directly rather than by imposing a hidden cap. Repeated very small requests are discouraged only by the minimum, since each one costs the same to process.

6. KYC and AML checks on withdrawals

Your first withdrawal requires completed identity verification under our AML / KYC policy, and later withdrawals remain subject to monitoring. Checks intensify where a request is inconsistent with your profile: a much larger amount than your history, a destination method you have not used before, or activity patterns that monitoring flags. These checks are a legal requirement and a protection, not an accusation, and the overwhelming majority clear without you noticing.

7. Reasons for delay or refusal

A request can be paused or declined for defined reasons: verification that is incomplete or expired; a name mismatch between the account and the destination; documents requested but not yet provided; suspicious activity under review; withdrawal to a third-party destination, which is never permitted; technical problems at the payment provider; or legal requirements such as a reporting obligation during a specified window. In each case we state the reason and what will unblock it, except where the law restricts what we may disclose.

8. Your responsibility for payment details

You are responsible for the accuracy of the destination details you confirm at submission: the card, account or wallet identifier shown on screen is the one used. A typo you confirm can send funds somewhere unrecoverable, and while we assist with provider recalls where possible, neither success nor speed can be promised. Confirming each request carefully is the single highest-value ten seconds in this whole process.

9. Cancelling or changing a request

A pending request can be cancelled or edited from your dashboard while its status is Requested, which returns the amount to your balance immediately. Once processing starts, cancellation is no longer possible on our side and any correction must run through the payment provider. If you realise an error after processing begins, contact support at [email protected] the same day with the request reference; provider recall windows are measured in hours, not weeks.

10. Support

Withdrawal questions go to [email protected] with your request reference. The Client Support and Compliance team answers during Monday to Friday, 8:00–17:00 (AST), and a request stuck past its estimated date is treated as priority rather than routine. If a matter cannot be resolved to your satisfaction, the process on the Complaints page applies to withdrawal disputes exactly as it does to everything else.

11. Updates to this policy

This policy can be updated to reflect changes in payment providers, applicable requirements or platform procedure. The current version is always the one published on this page, effective from publication, and material changes, anything affecting timelines, limits or available methods, are additionally announced inside the platform. Requests already submitted are governed by the version in force when you confirmed them.