Account restriction & closure

Skip to main content
Hello! How can we help?
< All Topics

When we may close your account

In some situations, we or the providers of your financial services may restrict or close your access. This page summarises when that can happen and what you should do. Our Terms and Conditions and Platform Special Terms & Conditions are what apply, and they prevail over this summary.

When it can happen

Under our Terms and Conditions, NTJ UAB, which operates Safe2transact, may suspend, restrict or end your access to the platform when it's reasonably necessary for security, legal, operational or compliance reasons. For example:

  • you break the Terms and Conditions;
  • misuse of your account is suspected;
  • continued access could expose NTJ, a financial service provider or other users to harm or regulatory risk.

If you don't complete a verification we ask for, this may also lead to your account being suspended or closed.

Decisions by our providers

Your IBAN account and Visa card are provided by Stanhope Financial UAB, and crypto-asset services by BitGo Europe GmbH. Each provider decides on its own services, including whether to restrict or end them, under its own terms with you. For crypto-asset services, the Platform Special Terms & Conditions list reasons such as legal or regulatory compliance, anti-money laundering and sanctions obligations, fraud prevention, security concerns, suspected unlawful activity, breach of agreements, and operational or technical reasons.

How you'll be told

Where it's reasonably practicable and the law allows it, we tell you the reasons for a suspension, restriction or closure. If we need information or documents from you, we email you with the next steps and any deadline.

What you should do

  • Reply to our requests for information or documents as soon as you can, and keep your documents up to date. See When your account is restricted.
  • If we ask you to, move your money out of your IBAN account and card, and sell or transfer your crypto-assets.
  • If you can't access your account or move your money, contact us. See How to contact support.

Your money

  • Safe2transact doesn't hold your money or crypto-assets. They're held by Stanhope Financial UAB and BitGo Europe GmbH.
  • Ending your access to the platform doesn't by itself end your relationship with these providers. That relationship follows their terms.
  • If BitGo ends its services, its agreements can still apply to your existing wallets, balances and transactions.
  • We may keep certain information and records after your access ends, for audit, legal, regulatory and security purposes.

Please note: if you disagree with a decision, see Complaints and how your money is protected. Want to close your account yourself? See How to close your account.

IBAN and Visa card issuance and payment services are provided by Stanhope Financial UAB, a company registered in Lithuania (a member state of the European Union) with company code 305574870 and a registered address at Konstitucijos pr. 7, Vilnius, Lithuania. Stanhope Financial UAB is an Electronic Money Institution (EMI licence No. 78) authorized and regulated by the Bank of Lithuania. Access to your IBAN account and your VISA card is technically provided through the Safe2transact platform.

Crypto-asset services are provided by BitGo Europe GmbH, a crypto-asset service provider authorised under the Markets in Crypto-Assets Regulation (MiCA). Safe2transact does not provide crypto-asset services. Crypto-assets are volatile: their value can go down as well as up, you may lose part or all of the amount you buy, and they are not covered by deposit guarantee or investor compensation schemes.