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. complete deposit and withdrawal history records  

    6. current asset balance  

    7. transaction records 

    8. 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 and Asset Verification 

• Upon successful identity verification, you will receive an email detailing your asset holdings.  
• 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 

You may choose one of the following options to retrieve your assets:  

Option A: Direct Token Retrieval

• 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.  

Option B: USDT Conversion

• All non-USDT digital assets in your account (“Non-USDT Assets”) will be converted to USDT  
• The conversion rate for each Non-USDT Assets will be determined based on the volume weighted average price calculated over the preceding seven (7) calendar days from the date of your conversion request 
• A conversion fee of 30% (“Conversion Fee”) will be applied to the total calculated value of your Non-USDT Assets. For clarity and avoidance of doubt, any existing USDT digital assets shall be exempt from the Conversion Fee.  
• Specify the receiving blockchain and withdrawal address for USDT. 

 

Step 5: Agreement Review  

Upon receiving your selected retrieval method, KuCoin will provide a detailed agreement (“Agreement”) for your review. 

Please note that the final retrievable amounts may vary due to changes in minimum withdrawal limits, dynamic withdrawal fees, and market price variations. Therefore, we kindly remind users to verify the actual amount received to ensure accuracy. 

 

Step 6: Agreement Confirmation  

If you have no objections to the terms of Agreement, please print or handwrite the Agreement and sign the same accordingly. Thereafter, submit a clear photograph or scanned copy of the executed Agreement via email, or follow any additional instructions/requests from customer service. 

 

Step 7: Transfer Completion and Notification 

• Upon receiving and verifying your duly executed Agreement, KuCoin will initiate the asset transfer process. 
• Upon successful transfer, you will receive an email confirmation together with the transaction ID (TXID) as proof of transfer completion. 

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.