ACCOUNT & GETTING SET UP

If your account has been locked, please follow the following steps to request it to be unlocked:
1. Contact us at 'info@castle-x.com' to inform us that your account has been locked and that you would like to have it unlocked
2. The Castle Exchange team will investigate and come back to you with details of how to reactivate your account
3. Note: Depending on the reasons for the account being locked or frozen, we may need to re-verfiy your details in order to reactivate

If you wish to change the email address or physical address associated with your Castle Exchange account you will need to follow steps:
Send an email to 'info@castle-x.com' detailing your request to change your email address or physical address. The email needs to include the following details:
(i) Existing Castle Exchange account email/physical address
(ii) New proposed email/physical address
(iii) Selfie of you holding both your original photo identity document (passport or drivers license) and a handwritten note detailing your request. Please look straight at the camera. Selfie must be in colour. Information on ID and note must be clearly visible.
The note must be handwritten and original (not photocopied), and must contain a reference to Castle Exchange and time+date of your request, for example "Castle Exchange 1/10/2018 12:54pm. Request to change email/physical address from xxxxx to yyyyy".
The ID selfie is to verify if you are the owner of the Castle Exchange account. Once this is confirmed, we will update your account email/physical address and notify you when this is completed. This may take up to 1-2 days.

Upon registration of your account, you will be prompted with 2FA (Two Factor Authentication) in the form of a verification code via SMS / Text message.
Please ensure the mobile number used is one you have constant access to as this may be required for additional security purposes.

For security, regulatory compliance, and fraud prevention, there are limits to how much digital currency can be bought and sold with your Castle Exchange account.
These limits vary based on the payment method used, your account age, purchase history, and other factors.
The initial account limit level is set at $10,000 for deposits, withdrawals and transfers.
Users with high trade volumes or that require bigger allowances can contact us on info@castle-x.com to enquire about an upgrade to their account levels.
Different levels come with different levels of KYC/AML due diligence.
Account limits are subject to change and may be updated regularly.
We will also contact users offering account upgrades to our desecration as well.

One individual or entity can only have one Castle Exchange account. Attempts at having more than one account per person will result in these accounts being closed.

See all 19 faqs

SECURITY & PASSWORD

To keep your trading account secure, ensure you use unique email addresses and passwords for your account – mixed upper and lower case letters with numbers and special characters.
Ensure the domain name when logging in online is always castle-x.com.
Do not click links and open any attachments from any emails that do not look registered to Castle Exchange and ensure your computer and internet browsers are protected with anti-virus and malware blockers.

If you have saved the original QR code (or text code) when you first set up 2FA for your Castle Exchange account, simply use your new device to scan that code again.

If you no longer have access to the code, please send an email to info@castle-x.com detailing your request and provide the following in email content:

Your account email address
Selfie of you holding both your identity document and a handwritten note detailing your request
Requirements for selfie:
Please use a light, neutral background.
Please look straight at the camera.
Selfie must be in color.
Requirements for identity document:

Identity document can be national ID, international passport, or driving license.
Identity document must be original (not photocopied).
Identity document should be in characters of Latin alphabet. Japan driving license is accepted.
Information on document must be clearly visible.

Requirements for handwritten note:
Note must contain a reference to Castle Exchange and time/date of your request, for example "Castle Exchange 1st October 2018 12:30pm."
Note must be handwritten and original (not photocopied).
The ID selfie is to verify if you are the owner of the Castle Exchange account. Once this is confirmed, we will disable your 2FA setting. You will then be able to sign in without providing 2FA codes and set it up again with your new device.

If you’ve forgotten your password simply go to the LOGIN page and click on the 'Forgotten password?' link underneath the login button.
You then need to re-enter your registered email and follow the instructions listed on your email to reset your password.
If you don't have working 2FA and therefore cannot use the Forgot Password function, please send an email to info@castle-x.com detailing your request and provide the following in email content:
Castle Exchange account email address, and a Selfie of you holding both your identity document and a handwritten note detailing your request

Beware of online scammers which claim to offer support over social media or online otherwise. Unless the account is listed on our website, they are not affiliated with Castle Exchange in any way.
Any person/s claiming to be in conjunction with Castle Exchange and ask for money/deposits or other personal details such as emails and passwords should be treated with caution and reported to info@castle-x.com

One way in which scammers and hackers try to obtain information is through phishing emails. These are fraudulent emails made to look real, but are far from it.
A few key facts to keep in mind with any emails you may be unsure of are:
-Who is the sender? Look at their email address, if it doesn’t match or domain name (castle-x.com) – it’s not from us.
-Any URL Links in the email – hover over without clicking and see where the redirection points to. If it is not a direct link to www.castle-x.com or any of the links listed on our website, do not click or submit any information to this link.
If you feel suspicious of any emails claiming to be sent from Castle Exchange – please feel free to contact us on info@castle-x.com to validate.

See all 6 faqs

TRADING

If your order has not executed: Please check the price of the open order and verify whether if it has matched counterparty (bid/ask) price and volume or not.
If you would like to expedite it, you can consider cancelling the open order and submit a new order with a more competitive price.
If you cannot cancel the order, or coins weren’t credited in your account etc, please email 'info@castle-x.com' and attach:
(i) The order screenshot; (ii) Exception or error screenshot. We will try our best to resolve the issue as soon as possible.

Sometimes buys and deposits can be disabled if your account is not yet recognized as a trusted payment source. This is to help us protect the community and our site from fraud.
There are two common reasons for this type of hold:
(i) If we have received a chargeback when attempting to process one of your buys, it may be preventing us from completing further orders. If you are aware of any chargebacks or reversals that have occurred on a recent trade, please include this information when contacting us.
(ii) In other cases, we may just need some additional information to confirm your ownership of the payment methods added to your account. If you have not done so already, please make sure there is an ID document uploaded at MORE/ACCOUNT/Verify Account on your Castle Exchange account. This will help expedite our review process.

Buying and selling coins on Castle Exchange is easy. You can use your Cash wallet or Coin wallets.

1. Go to Trade Screen
2. Select the Crypto Currency you want to BUY or SELL
3. Select the Wallet (Cash or Coin) to pay from
4. Decide on the amount you would like to purchase
5. Note there is a Buy minimum of $15 and a Sell minimum of $12
6. Completed trades will immediately reflect in your Funds balances
7. Pending trades will appear in the Open Orders screen

A stop-limit order will be executed at a specified (or potentially better) price, after a given stop price has been reached. Once the stop price is reached, the stop-limit order becomes a limit order to buy or sell at the limit price or better.

Explanation of Terms:
Stop price: When the current price reaches the chosen stop price, the stop-limit order is executed to buy or sell at the limit price or better.
Limit price: The price (or potentially better) at which that the stop-limit order is executed.
Quantity: The quantity to buy or sell in the stop-limit order.
Example: If the last traded price of a coin is 0.00165 BTC, and the resistance is around 0.00169 BTC. If you think that the price will go higher after the price reaches the resistance, you can put a Stop-Limit order to automatically buy more of the coin at the price of 0.000170 BTC. This way you won’t have to continuously watch market movements waiting for the price to reach your target price.
Approach: Select “Stop-Limit” order on the TRADES tab, then specify the stop price to be 0.000170BTC and the limit price to be 0.000172BTC, with quantity as 10. Then click the button “BUY” to submit the order.
To Query Existing Orders: Once orders are submitted, existing ‘stop-limit’ orders can be found and reviewed by clicking Orders then “open orders”

Castle-X is available in most countries, but is not supported:

1. In countries where Bitcoin or crypto is banned (https://coin.dance/poli) , or
2. In countries that appear on the FATF blacklist (FATF blacklist: http://www.fatf-gafi.org/countries/#high-risk), or
3. In countries identified as those that may pose a higher risk of money laundering or terrorist financing (https://www.gov.im/media/1347167/jurisdictions-in-lists-a-b-and-c-concerning-aml-or-cft-risks-or-both-april-2018-2.pdf)

Castle-X will not accept users from these countries, but this list may change over time if the countries are removed from the blacklist or become unbanned.

Please Note: Due to the complexity of the USA's regulatory environment, users from the USA are also unable to trade on Castle Exchange initially. But this will change based on regulatory developments in the various US states.

Castle-X retains the right to amend countries on the supported list at their discretion.

See all 16 faqs

DEPOSIT & WITHDRAW

Yes, Castle Exchange allows you to deposit GBP and EUR fiat currency. We will be expanding the list of currencies in the coming months.
Simply go to the DEPOSIT screen, either via the HOME page, then by clicking the + symbol at the top next to "Cash". Or via the MORE page then clicking the "TRANSACT" button followed by "DEPOSIT".
You can then enter the details of the deposit you would like to make.
Once the deposit is cleared, this fiat currency will show in your 'CASH balance' in your FUNDS screen.
You can deposit fiat currency via the following payment methods / channels:
-Debit card
-Credit card
-BACS transfer
-Bank Transfer (ACH)
-SEPA
-Wire Transfer

A card deposit, if successful, will be immediately available to trade. A bank transfer may take up to 3 days to process. You will be notified by email when the funds become available in your Castle Exchange account.

If you sent your coins to the wrong address, Castle Exchange will not receive these coins, and Castle Exchange do not know who controls those addresses and have no means of recovering those coins.
If you know who that address belongs to, it is recommended that you contact the owner of the target address to ask for your coins to be returned.
Castle Exchange is not liable for incorrect paymenst made to an incorrect wallet address. If you have sent your coins to the wrong address by mistake, please use other means to try and locate and/or contact the recipient of your funds.
Castle Exchange will not attempt to retrieve coins / tokens that have been incorrectly / accidentally transfered to the wrong wallet address

If you encounter an issue where your withdrawal is missing, please check the corresponding log in your STATEMENTS screen first.
Normally, a Transaction ID (TxID) will be generated within 30 to 60 minutes, indicating that Castle Exchange has begun the transfer on the corresponding blockchain.
If the blockchain showed that the transaction has not yet been confirmed, please be patient and wait for the confirmation process to complete.
If the blockchain showed that the transaction is already confirmed, which means that Castle Exchange has transferred coins successfully and cannot do anything to help you. If you still have issues, please negotiate with the owner of destination address.
If a Transaction ID has not been generated for 6 hours after clicking the email link to confirm the withdrawal, please contact info@castle-x.com with the withdrawal history screenshot with the transaction.
We’ll try best to solve the issue as soon as possible.

Cash withdrawals can be made via direct bank transfer into your bank account.
This request can be made from the Funds screen where you hit the ‘Transact’ button and select the ‘Withdraw’ option.
You will need to fill in the form with your bank details. The account name must match your CASTLE-X account name.
Please fill this form in carefully as any mistakes may result in a loss of funds or a rejected transfer.
This process generally takes 1-3 business days depending on your bank and the amount you wish to withdraw.

See all 10 faqs

TRANSFER / RECEIVE COINS

Certain Coins can be transferred from your Castle-X wallets to external wallet addresses. This can be done as follows:

1. From the MORE screen click on ‘Transact’ and then choose the ‘Transfer’ button
2. Select the coin you wish to Transfer (Coins with minimum transfer balances will be displayed)
3. Enter the quantity / amount to send
4. Enter the target wallet address that you have been provided by the recipient (Either copy+paste the wallet address, or scan the target QR code)
5. Enter the target reference (some coins require extra details)
6. Note that Transfers can take a while to complete
7. We will send an email confirmation once the transfer has completed

See link below for video on how to make a Transfer:
https://youtu.be/H1NuWVTYcy0

Warning!!
It is very important that the correct wallet address is used, and any additional information required (E.g. tags, memo or any sort of reference) is provided as requested. Else there is a risk that the coins may be irrecoverable and lost forever.
The user is fully responsible for the address details provided. Please ensure the target wallet address and details are valid for the coin to be transferred. Castle-X will not be responsible for any coins lost due to incorrect wallet addresses.

Users can receive coins into their CASTLE-X coin wallets for a select number of supported coins.
You can do this as follows:

1. Click the ‘Transact’ button next to coin of your choice in the FUNDS screen.
2. If the option to ‘Receive’ shows up when hitting ‘Transact’ then the user is able to receive these coins into their wallet.
3. The user (recipient) needs to provide the Sender of the coins with the wallet address or QR code that is provided. This will tell the sending party the wallet address to which the coins are to be sent.
4. The Sender will then need to send the coins to the wallet address provided by the Recipient
5. This process may take a while to complete (generally between 10-60 mins depending on the coin and the blockchain it uses)
6. We will send an email confirmation to our user (the recipient) once the transaction has completed

See link below for video on how to Receive coins:
https://youtu.be/Gy67f_E6gkY

Warning!!
It is very important that the correct wallet address is used, and any additional information required (E.g. tags, memo or any sort of reference) is provided as requested. Else there is a risk that the coins may be irrecoverable and lost forever.
The user is fully responsible for the address details provided. Castle Exchange will not be held responsible for any loss of coins due to incorrect wallet address being used

GENERAL

Your gender and date of birth are all part of your identity. This information is used for our KYC/AML procedures. Castle Exchange will only use this information to verify your identity and documents. Please make sure you specify this information and it matches your documents you use to verify your Castle Exchange account.

To ensure you receive all emails from castle-x.com, please add them to your ‘safe senders’ list on your email accounts.
For Outlook – sign in using the web version, ensure beta is turned off, click on Settings then Options, go to Safe mailing lists & add our email addresses to the list. Click save after.
For Gmail – log into Gmail, click on settings and then ‘filters and blocked addresses’, click to create a new filter and & add our email addresses to the list. Check the box ‘never send it to spam’ and then create the filter. Click save after.
For Yahoo – Log in to Yahoo mail and click settings, more settings and go to ‘filters’. Click ‘add new filter’ and enter a name for your filter. Under the ‘from’ drop down menu, select ‘contain’ and add all of the castle-x.com emails. Click save after.

To ensure you receive all emails from castle-x.com, please add them to your ‘safe senders’ list on your email accounts.
For Outlook – sign in using the web version, ensure beta is turned off, click on Settings then Options, go to Safe mailing lists & add our email addresses to the list. Click save after.
For Gmail – log into Gmail, click on settings and then ‘filters and blocked addresses’, click to create a new filter and & add our email addresses to the list. Check the box ‘never send it to spam’ and then create the filter. Click save after.
For Yahoo – Log in to Yahoo mail and click settings, more settings and go to ‘filters’. Click ‘add new filter’ and enter a name for your filter. Under the ‘from’ drop down menu, select ‘contain’ and add all of the castle-x.com emails. Click save after.

Emails from Castle-x will always have the 'castle-x.com' domain at the end of the email eg: info@castle-x.com
We may also from time to time send emails using our sub-domains – e.g John@castle-x.com – note this email address still holds our primary domain.
Always double check the source of the email if you are unsure, you can always forward the email to Castle-X or open a ticket if you wish to confirm.
Castle-X staff or support lines will never ask for your password, 2-factor authentication codes or request remote access to your computer.

To start with delete memory cache and free up some internal storage memory.
If this doesn't improve performance we suggest uninstalling and re-downloading the app.
If the problem continues to exist further support may be issued by contacting info@castle-x.com

PRIVACY

The full details of our privacy policy are contained in the Terms & Conditions section that can be found here https://www.castle-x.com/privacy-policy

SUPPORT

You can contact us by sending an email to info@castle-x.com or alternatively, making a support ticket.

FEES

The initial base level fees are summarised below:

Cash deposits - 4.99%
Credit / Debit card deposits - 4.99%
Withdrawals - 0%
Coin transfers - Varies depending on the coin/s being transferred ($0.50 to $2.00)
Buying coins - 0.25%
Selling selling - 0.25%

Please Note: Fees are subject to change and may be updated regularly. Users with high trade volumes can contact us on info@castle-x.com to enquire about reduced fees.