There may be several reasons a deposit or withdrawal may be rejected:
FIAT CURRENCIES
Rejected Deposits:
1. We did not receive your funds.
Note: In order to approve your deposit, we must receive your funds in our bank account first.
2. The funds were transferred from a bank account that is registered to a different person than you. Due to AML (Anti-Money Laundering) requirements by the Bank Negara Malaysia, we cannot allow this. In this case, we will transfer the funds back to the originating bank account and email you for more details.
3. You specified your method of transfer as "DuitNow", but you transferred via "Interbank Giro (IBG)" instead. Our team will not see the amount reflected in our bank account within the expected time frame (Interbank Giro (IBG) might take between 6 - 9 hours) and will decide that the funds have not being transferred.
4. The amount being deposited exceeded the allowed limits. Please refer to this article for the limits:
Rejected Withdrawals:
1. The name on the bank account that you have chosen to withdraw to does not match the name shown by the bank when we actually initiate the withdrawal. Due to AML (Anti-Money Laundering) requirements by Bank Negara Malaysia, we cannot allow this.
2. The bank details provided were incorrect/insufficient/non-existent.
3. The amount being withdrawn will be less than the cost charged by the banks for withdrawal.
4. The amount being withdrawn exceeded the allowed limits. Please refer to this article for the limits:
CRYPTOCURRENCIES
Rejected Deposits:
1. We did not receive your cryptocurrency.
Note: In order to approve your deposit, we must receive your cryptocurrency in our wallet first.
2. An incompatible cryptocurrency was sent to the wrong wallet. An example would be sending an ICO token to SINEGY's ETH wallet, ETH to SINEGY's BTC wallet, BTC to SINEGY's ETH wallet, etc.
Three possible scenarios can happen here depending on the cryptocurrency sent:
a. Your cryptocurrency would be rejected and sent back to your wallet automatically by our wallet.
b. Your cryptocurrency will be an unrecognized token in our wallets and we will have to manually pull it out. Please contact our support for this.
c. Your cryptocurrency is lost. There is nothing that can be done by any party whatsoever.
Rejected Withdrawals:
1. The cryptocurrencies are being sent to a wallet address that is invalid. Please check if you typed in the right address - it is better to copy the address from your wallet and paste it directly.
2. Your cryptocurrency was rejected and returned to our wallet. This could be due to an incorrect destination wallet address.
Please check:
a. If you are sending the right cryptocurrency type to a wallet that supports it. Note that ETH wallets can receive tokens from ICOs, but they may or may not have been configured to recognize them.
b. If you are sending to a wallet that doesn't recognize transfers from contract wallet addresses. In this case, you'll need to inform our support to process your withdrawal.
In most circumstances, our support team will directly contact you to resolve the issue, but please contact our support team during working hours if it is an urgent matter.