Why is my account restricted or suspended?

At Bitnomi, account suspensions are sometimes necessary to keep our platform safe and compliant with Sri Lankan law. If your account has been suspended, here's what that means and what you can expect.

Why an account might be suspended?

Accounts can be suspended for a range of reasons, including:

• Updated or expired documentation - An ID or supporting document has expired and needs to be renewed

• Unusual account activity - Activity that needs a closer look before it can continue

• Incomplete or outdated information - Details on file no longer match your current circumstances

• Routine account reviews - Periodic checks that all regulated platforms carry out from time to time

A suspension is a temporary, precautionary step. It is not a final decision, and it isn't an accusation of wrongdoing.

What this means for you?

While your account is suspended:

• You won't be able to Buy, Sell, Send or Receive

• Your existing balance remains safe and accounted for

• The suspension stays in place only as long as it takes to complete the review

What you can do next?

If your account is suspended, you'll receive a notification with general guidance. Typically, you can:

1. Check your registered email or in-app notifications for any requested information

2. Provide any updated documents or details we ask for

3. Contact our support team if you have questions or need help with the process

Response times depend on how quickly the requested information is provided, so submitting complete and accurate details helps resolve things faster.

Why we do this?

Periodic reviews and, where needed, temporary suspensions are a standard part of how regulated platforms operate. They help us protect customers, maintain the integrity of the platform, and meet our obligations under Sri Lanka's financial services regulations.

If you have questions about your account status, contact [email protected]