Why was my crypto withdrawal rejected?

Summary
This article explains why your crypto withdrawal may have been rejected and what steps to take next. You'll learn about common rejection reasons, how wallet verification works, and what to do to resolve or prevent issues.

When withdrawing crypto from Bitvavo to an external wallet, certain security and regulatory checks are required. These checks help ensure your funds are safely sent to a wallet that belongs to you and that the information shared meets compliance standards.

Why your withdrawal may be rejected

• The wallet address hasn’t been verified
  Before sending crypto to an external wallet, you must verify the address through your address book. Until verified, your withdrawal cannot be completed.
• Ownership of the wallet couldn’t be confirmed
  If you're using a self-custody wallet and the ownership can’t be confirmed (for example, the screenshot is missing or incomplete), the withdrawal will be canceled.
• The wallet address was rejected
  This can happen if:
  • The address doesn’t belong to you.
  • The verification image was unclear, incorrect, or incomplete.
  • The wallet service provider is not supported by Bitvavo.
  • The address appears suspicious or has been flagged as potentially unsafe.
• Recipient details don’t match your identity
  For compliance reasons, the name of the sender and the name of the receiver must match. If the information doesn’t align, the withdrawal can be declined.
• The withdrawal amount requires verification
  For larger withdrawals, Bitvavo is required to verify ownership of the wallet before processing the transaction. If the address hasn’t been verified, the withdrawal will be rejected.
• The custodial service provider has denied it
  If you see a message stating that the custodial service provider has denied the crypto withdrawal, this means that the external wallet or service you tried to withdraw to did not accept the transaction. This can happen for several reasons, for example, if you accidentally selected Bitvavo as the destination exchange. To resolve this, please contact us via the chatbot and ask to speak with an employee. 

What to do if your withdrawal is rejected

1. Check your address book
   Go to your address book and check if the receiving wallet address is verified. If not, verify it before trying again.
2. Verify your wallet address
   If you're using a self-custody wallet, follow the steps to connect your wallet or upload a screenshot.
   ➝ For help with this, see our article: How do I verify my wallet address with a screenshot.
3. Upload a clear and accurate screenshot
   Make sure:
   • The address in the image matches the one you're verifying.
   • The address is fully visible and easy to read.
   • The screenshot shows the address within your wallet interface.
4. Use a supported wallet
   Not all wallet providers are supported. If you're using an unsupported service, the address can't be verified and withdrawals will be rejected.
5. Try again after verifying the address
   Once your wallet address is successfully verified, you can initiate the withdrawal again.
6. Still need help?
   If you're unsure why your withdrawal was rejected, contact our team via the chatbot and ask to speak with an employee.

FAQ