If you are unable to withdraw, it may be related to one of the following: a Return to Source requirement, insufficient available balance, a negative account balance, a verification requirement, a method restriction, or a technical issue.

What you need to know:

1. Return to Source (RTS) requirement. Withdrawals are processed in line with RTS, meaning the initial deposit is returned to the original funding method first. Until this is completed, other withdrawal methods may not be available for those funds. Once the original deposit amount has been returned, any remaining balance may be withdrawn using available methods. Example: a deposit of $1,000 via credit card and a balance of $1,500 — the first $1,000 is returned to the card, and the remaining $500 may be withdrawn using other available methods. For full details, see: What is the Return to Source (RTS) and how does it work?

2. Available balance and open positions. Withdrawals can only be made from the available withdrawal balance, not the total account balance. The available balance may be reduced by open trades or pending positions, as these funds are allocated as margin. Margin requirements may also affect the amount available for withdrawal. For full details, see: How is my withdrawal balance calculated?

3. Negative account balance. If any Axi trading account has a negative balance, withdrawals are not available across accounts until the negative balance is resolved. This may be addressed by bringing the account balance to zero or above or by reducing the deficit through account activity. Once all accounts are at zero or above, withdrawals become available. For full details see: Can I withdraw funds if my account has a negative balance?

4. Withdrawal method availability and limits. Withdrawal methods may vary by country due to local regulations or payment provider restrictions. Methods not shown in the Client Portal or app are not available for the registered country of residence. Each method has defined minimum and maximum withdrawal limits, displayed in the Client Portal during the withdrawal process. Requests outside these limits will not be processed. For full details see: What withdrawal methods does Axi offer? and What are the minimum withdrawal amounts for each payment method?

5. Account verification (KYC). Withdrawals are only available for fully verified accounts. If verification is incomplete or additional documentation is required, withdrawals will not be processed until verification requirements are met. Verification status can be viewed in the Client Portal under Profile or Account Settings. Please check your inbox (and spam folder) for any communication from us. Verification reviews are typically completed within 1–2 business days.

6. Technical issue. In some cases, a temporary technical issue may affect withdrawal processing. If a withdrawal cannot be submitted or processed, the issue may persist until resolved

Important note: If withdrawals remain unavailable after reviewing the above, contact Client Services and provide your account number, the withdrawal method, and any error message displayed. This information is required for further investigation.