What does "We need some information from you" message on withdrawals page mean?

✅ App     ✅ Website     ✅ Capitec Widget

Why can’t I withdraw?

If you are unable to enter a withdrawal amount on the withdrawal page and instead see a message reading "We need some more information from you", it means that we need to verify your source of funds and reverify your identity as part of our ongoing due diligence obligations under FICA.

What is ongoing customer due diligence?

You can read up on what custom due diligence is in our 'What is CDD?' FAQ article.

What do we need from you?

You will have received an email from UDL@easyequities.co.za with the subject header (CDD) informing you that we’re conducting CDD and requesting certain information from you.

Please reply to that email with the requested information and attach all requested documentation or forward the requested information and documentation to fica@easyequities.co.za.

As soon as our client engagement team receive this information, they should be able to verify your information, make any necessary updates and release the withdrawal hold.

If they need to clarify anything, they may contact you for further information.

Should you have any questions / concerns about customer due diligence, please log a ticket with the topic CDD and an agent will get back to you as soon as possible.


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