My withdrawal was declined. What should I do?
If your withdrawal was declined, we apologize for the inconvenience. Please provide the following details so our bank can assist you:
- Name
- Card number
- ATM name
- Withdrawal Amount
- Date of withdrawal
- Video/Picture of the issue (if available)
⚠️Action Item: Please create a ticket on support@bananacrystal.com with all the provided information.
What to do if an ATM swallowed my card?
I’m sorry to hear about your card being swallowed by an ATM. We understand how frustrating this situation can be, but rest assured, we’re here to assist you every step of the way.
Step 1: Contact the ATM Provider
The first step is to contact the ATM provider. Their contact information is usually displayed on the ATM or can be found online. They may be able to retrieve your card from the machine and return it to you.
Step 2: Freeze Your Account
To ensure the security of your funds, we’ll freeze your account immediately. This prevents any unauthorized transactions until you receive your new card.
Step 3: Order a New Card
If you are unable to retrieve your card from the ATM, we’ll assist you in ordering a new card. To proceed with the replacement, please provide the following information:
- Full name
- Card number
- Completed Customer Request Form
- Selfie with your passport
- Transaction Hash for the replacement payment
Please note that replacement fees are 215 USD for Plastics Cards and 360 USD for Metal Cards. It may take 2-4 weeks to receive your new card. In the meantime, our team will work diligently to assist you and ensure the security of your account.
⚠️Action Item: Please create a ticket on support@bananacrystal.com with all the provided information.