We cooperate with lawful process. We do not hand over customer data because someone emailed from a free mail account and typed “urgent.” This page is for investigators and for customers who want to know what we will and will not do.
Requests must come from a competent authority and must identify the legal power you are using (warrant, production order, court order, or the equivalent in your jurisdiction). Include:
We will not process a request that we cannot authenticate. We may ask you to resubmit on letterhead or through a mutual-legal-assistance channel if you are overseas.
Typical account records, when they exist, include signup email, KYC files if the user submitted them, deposit and withdrawal history, order and swap history, login timestamps and IP as logged, and support tickets. We do not hold seed phrases for customer self-custody wallets — this is a custodial balance. We do not have messages from apps we do not operate.
Data retention follows the Privacy Policy: we keep what we need to run the venue and what the law requires, not a permanent marketing dossier.
If there is an imminent risk of death or serious bodily harm, say so in the first sentence and provide a callback on an agency line. We still need to know who you are. An emergency is not a way to skip process for a routine fraud questionnaire.
Unless a court or statute forbids it, we may tell the account holder that we received legal process, after we have complied or when the gag expires. If you include a valid non-disclosure order, we will follow it. Do not assume we will stay silent without one.
We can take a snapshot of specified records for a limited time while you obtain formal process, if you ask in writing and the request is particular. Preservation is not production. We will not freeze a customer’s entire life on a vague letter.
We may also freeze or hold withdrawals under the Terms when we reasonably suspect crime, independent of your request — that is an operational control, described on Security.
Send process through the help center with the subject Law enforcement — legal process, and follow with the same documents to any postal or registered-agent address published for this domain if your rules require wet-ink service. Do not DM staff on Telegram. Do not ask support chat to “just pull the KYC.”
We aim to acknowledge authenticated requests promptly. Completeness of the file matters more than all-caps urgency.
An account freeze or a request for more KYC is not always a law-enforcement action — often it is our own review. If we are forbidden from telling you about a request, we will not tell you. You can still use the help center for ordinary account questions. For how we handle internal misconduct reports, see the Whistleblower Notice.