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Why is Bitstack asking for additional information?

Understand why your account may be under review and how to respond safely.

Written by Iris de Bitstack

Bitstack may ask you for additional information or documents as part of the regulatory monitoring of your account. This is a normal process designed to protect your account against any fraudulent use.

Why this request?

We may request additional information to:

  • Verify your identity or update your details

  • Ensure the regulatory compliance of your account

  • Prevent any fraud attempts

We implement strict security measures to protect your personal data. To learn more, read our privacy policy.

How to respond to a document request?

When we need to retrieve one or more documents from you, you will receive an email containing a button. This button opens the Bitstack app only, never a web page.

You can also open the app directly: the request will be visible there and you can respond from the app.

For any other request, reply directly to the email you received with the required information.
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⚠️ No request visible in the app? Contact us before responding to the message you received. Malicious actors can impersonate Bitstack by replicating our visual identity. Our team can confirm whether a message genuinely came from us.

What documents to provide depending on the request?

Depending on your situation, this may be a proof of:

  1. Residence

  2. Source of funds

  3. Source of wealth

File format: PDF, PNG or JPG, less than 5 MB each.
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✅ Technical requirements common to all documents: readable, complete (4 corners visible), sharp, well-lit, in colour, unaltered, unobscured, not expired and authentic (no screenshot from another device).

Proof of residence

Reminder: our customers must reside in a member state of the European Union (EU) or the European Economic Area (EEA).
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One document only, dated less than 3 months ago, in your name, from the following:

Document

Energy bill (electricity, gas)

Landline/mobile phone or internet/broadband bill

Rent receipt issued by a professional landlord (agency, SCI, social landlord)

Bank statement in euros (bank based in EU/EEA) showing your address

Home insurance certificate showing your address

Property tax or housing tax notice (current or previous year)

Rental agreement

ℹ️ The tax assessment notice (or income tax declaratory status notice) is also accepted, even if it is more than 3 months old: it is an annual document, we accept the most recent one available.

Special cases

You are being hosted free of charge

Please provide 3 documents:

  • Accommodation certificate less than 3 months old, dated and signed by the host

  • Valid identity document of the host

  • Proof of address of the host, less than 3 months old

You are in shared accommodation

  • If you are named on the lease: a rent receipt issued by a professional landlord, in your name, less than 3 months old

  • If you are not on the lease: follow the "hosted free of charge" procedure above

You are a student

  • A CROUS/university residence accommodation certificate, or a parental accommodation certificate (see "hosted free of charge" procedure).

You are a refugee

  • A rent receipt issued by a social landlord less than 3 months old, or a care certificate issued by an approved association or organisation (CCAS...), dated and signed.

Proof of source of funds

The source of funds refers to the origin of the amounts you have just deposited into your account.
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Generally accepted documents (euros):

Document

Payslips (less than 3 months old)

Tax assessment notice or declaratory status notice (most recent available)

Bank statement showing the incoming funds (less than 3 months old, EU bank)

Social benefit payment certificate (CAF, France Travail, retirement)

Loan agreement (bank or family loan)

Brokerage or investment statement

Registered deed of gift or inheritance

Asset transfer deed (including property sale)

Generally accepted documents (crypto assets):

Document

Statement or export from a regulated crypto service provider less than 3 months old

Timestamped screenshot of mining/staking (pool, rewards) less than 3 months old

Salary document mentioning compensation in crypto

Any other document that can justify the origin of your funds may also be accepted; contact us via the in-app chat if in doubt.

Based on your professional status or situation

Student

  • Personal savings: savings account statement

  • Regular parental transfers: last 3 bank statements showing received transfers

  • Student grant: CROUS notification or equivalent, less than 3 months old

  • Student loan: signed loan agreement + bank statement showing receipt of funds

If you have never declared your income before (first year of employment or student status), you can provide your last three bank statements instead of a tax notice.

Unemployed / inactive

  • Unemployment: France Travail certificate less than 3 months old

  • Social benefits: RSA/CAF certificate less than 3 months old

  • Pension: certificate from the paying organisation less than 3 months old

  • Supported by a third party: last 3 statements showing received transfers

  • Savings: savings account statement

  • Disability: AAH notification or disability pension less than 3 months old

Retired

  • Pension statement less than 3 months old, or tax notice for the current or previous year.

Self-employed / freelancer

  • Choose from: payslip, bank statement showing incoming funds, company balance sheet or URSSAF declaration.

Entrepreneur / company director

  • Salary: manager/director payslips, bank statement, or tax notice

  • Dividends: AGM distribution minutes + bank statement showing receipt of funds

Based on a one-off source of funds

Recent inheritance

  • Copy of will, probate letter or notarial deed with value and/or inheritance declaration + bank statement showing receipt of funds.

Property sale

  • Notarial deed of sale stating the price + bank statement showing receipt of funds.

Sale of a company / shares

  • Registered transfer deed stating the price + bank statement showing receipt of funds.

Sale of other assets (gold, precious metals, collector's vehicle, artwork, watches, wine...)

  • Professional invoice or sale receipt in your name + bank statement showing receipt of funds.

Private sale (vehicle, valuable furniture)

  • Transfer certificate (e.g. Cerfa for a vehicle) + bank statement showing receipt of funds.

Sale of long-held crypto assets

  • Historical proof of purchase (exchange statement) + bank statement showing receipt of funds.

Gift

  • Registered deed of gift + bank statement showing receipt of funds.

Gambling winnings (casino, lottery, etc.)

  • Winnings certificate from a regulated operator (FDJ, PMU, ANJ-approved casino) + bank statement showing receipt of funds.

Compensation (insurance, employment tribunal, accident)

  • Decision or certificate from the organisation + bank statement showing receipt of funds.

Proof of source of wealth

Unlike the source of funds (which relates to a specific payment), the source of wealth relates to how you have built your overall wealth over time.
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Accepted documents:

Document

Tax assessment notice (most recent available)

IFI declaration (wealth tax on real estate)

Property tax notice

Registered notarial deed of inheritance or gift

Property sale deed

Business / share transfer agreement

Balance sheets or annual accounts (directors, entrepreneurs)

Investment portfolio statements (less than 3 months old)

Career history and old payslips

Winnings certificate from a regulated gambling operator

Insurance payout or death benefit

Court decision (damages, contested inheritance)

Special cases

Wealth built through crypto assets

  • Transaction history from a regulated provider tracing acquisitions over time

  • For self-custody: public addresses + on-chain traceability tool

  • Mining/staking proof over time

  • Tax documents for crypto capital gains declaration, if available

Trust beneficiary

  • Deed of establishment + identity of the settlor, trustee and beneficiaries + organisational chart of the structure.

Your situation does not match any of the cases listed above? Contact us directly via the in-app chat and we will tell you which document is appropriate for your situation.

What happens next?

Once we receive your documents, our team will review them. This process generally takes 5 to 7 business days. You will be notified as soon as a decision is made.


To verify your identity document (national ID, passport, residence permit), see our article How to verify my identity?

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