Frequently Asked Questions

I have compiled a list of frequently asked questions.

Questions about deposit

If the deposit is not reflected

Q. Why is the company name of the domestic bank remittance destination different?
A. Since it is a storage agency in Japan that Rodeo has contracted to, please send money to it.
Q. How long will it be reflected in my account after remittance?
A. If the bank transfer is made up to 15:00, it will be reflected by 18:00 on that day. In the case of a bank holiday, it will be reflected by 18:00 the next business day.
Q. I remittance, but it will not be reflected even if it is 18:00 the next business day.
A. MT4 ID leakage is considered. Please contact the support window with the transfer certificate (transfer details / screen shot for details if you use the web payment) attached.
Q. I don't know the bank account.
A. The bank account will be sent by automatic reply after payment application. If you do not receive an automatic reply email, please check your email settings. If it still does not arrive, please contact us from the support window.
Q. I want to cancel the transfer, what should I do?
A. Cancellation after transfer is not possible. If it is before the transfer, it will be canceled when there is no transfer.
Q. I forgot my MT4 ID when sending money. What should I do?
A. Please contact the support center with a transfer certificate (transfer details / screen shots that can be confirmed for details on the web payment).
Q. Even if MT4 ID is entered at the time of transfer, it will not be reflected even if it is 18:00 the next business day.
A. Please contact the support center with a transfer certificate (transfer details / screen shots that can be confirmed for details on the web payment). If you make a mistake, please contact your bank.

Questions regarding withdrawal

KYC criteria

Q. What is SELPHY?
A. This is to confirm whether the identity verification document and the identity are the same.
Q. I can't pass SELPHY
A. There are many cases where the arms are completely cut out and the letter / face photo of the certificate is not visible. Please shoot so that the letters can be seen clearly.
Q. I only have a license, what should I do?
A. Your current address cannot be confirmed with just your license, so make sure you have your current address and your name.
Q. Why do I need KYC?
A. It is essential from the viewpoint of preventing the creation of fraudulent accounts.

Points to note when holding a position

Q. I can't withdraw because I can't withdraw because I have a position. What should I do?
A. Since you cannot withdraw money while holding a position, please apply for withdrawal after you have settled.
Q. I cannot settle the position. What should I do?
A. In the case of a MAM account, payment cannot be made individually. Please contact the operator.

When you cannot withdraw

Q. Are there any precautions for MAM accounts?
A. Please check your balance shortage, KYC shortage, and MAM account. If you are unsure, please contact the following e-mail.