Frequently Asked Questions (FAQ)

 General Questions

  • SuisseBase™ is a Crypto Exchange platform that empowers its users to navigate the world of digital assets confidently.

  • What You’ll Need:

    • Be at least 18 years old.

    • You are not from the prohibited list of countries.

    • A government-issued photo ID.

    • A computer or a mobile device connected to the internet.

    • A phone number connected to your smartphone.

    • The latest version of your browser (we recommend Chrome).

    Create Your Account:

    1. Navigate to the SuisseBase™ website using your browser (Chrome recommended).

    2. Click on "Create Account." You will be directed to the Business Account sign-up page by default.

    3. To create a Personal Account, click on “Create Personal Account.”

    Required Information:

    Personal Account:

    • Legal full name

    • Email address

    • Phone Number

    • Country of residence

    • Username

    • Password

    Business Account:

    • Legal Business Name

    • Email address

    • Phone Number

    • Country of Business

    • Username

    • Password

    Verify Your Email:

    1. Click the verification link in the email from SuisseBase™ (no-reply@suissbase.ch).

    2. Sign in again using your registered email/username and password to complete the verification process.

    Verify Your Phone Number:

    1. Sign in to SuisseBase™.

    2. Enter the six-digit verification code sent to your phone number.

    3. Click "Verify" to continue.

  • SuisseBase™ uses Identity Verification to comply with KYC (Know Your Customer) and KYB (Know Your Business) regulations. This process ensures that customers are who they say they are, enhancing security and compliance.

  • We require identity verification to maintain a safe and trusted trading environment, protecting our users and the integrity of the crypto ecosystem.

  • After creating an account, you must complete the Identification Verification process when you first sign on. Access to most features is restricted until this verification is completed.

  • If you don’t verify your identity, your account will be restricted, and you will not be able to conduct transactions on our platform.

  • SuisseBase™ accepts the following documents:

    • Passport (at least three months validity)

  • Accepted documents (issued within the past three months):

    • Bank Statements

    • Utility Bills

    • House/Land Phone Bills

    • Tax Returns

    • Council Tax Bills

  • Source of Funds (SoF) documents provide proof of where the funds used to fund your SuisseBase™ account originate. For crypto deposits, we require documentation and explanations of how and when the crypto assets were obtained. We may collect and verify additional information and documents to comply with customer due diligence and anti-money laundering laws and regulations. Verifying and proving the SoF is essential for compliance.


    • Formats: .pdf, .png, .jpg, .jpeg

    • Must be visible in full, with all four corners captured (if a photo/scan)

    • Your name, date of the statement, and dates of transactions should be clearly visible

    • All transaction details should be clear and legible

    • Sensitive information may be covered, but inbound (income) and outbound (deposits to SuisseBase™) transactions must be clear

    • Bank statements, payslips, or other documents must be relevant to the time period in question and should reflect your most recent balances

  • Salary:

    • Recent payslip from your employer (and/or a tax statement)

    • Bank statement showing your recent account balances

    • Your name, date, and amounts should be clearly visible

    Savings:

    • Bank statement showing savings equal to or greater than the amount being invested

    • Statement period should cover at least three months

    • Your name, dates, and amounts should be clearly visible

    Pension fund/Social Benefits:

    • Details on the pension fund (and fund statement, if available)

    • Bank statement displaying the pension deposits

    • Your name, amounts, and dates should be clearly visible on all documents

    Real Estate/Sale of Property:

    • Copy of the contract of sale, land registry, title deed, or a letter from a real estate agent/lawyer confirming the sale

    • Bank statement showing the sale proceeds deposited

    • Your name, amounts, and dates should be clearly visible on both documents

    Borrowed Funds/Loans:

    • Loan agreement

    • Bank statement showing the loan deposits

    • Your name, amounts, and dates should be clearly visible on all documents

    Inheritance/Income from Family Members/Close Relatives:

    • Copy of a testament (or a letter from the executor of the will or lawyer)

    • Bank statement showing the inheritance deposits

    • Your name, amounts, and dates should be clearly visible on all documents

    Other:

    • Official documentation evidencing the source of wealth and funds

    • Your name, amounts, and dates should be clearly visible

    • The amounts in question should support your financial activity with SuisseBase™

Fiat Wallet - Deposits and Withdrawals

  • The SuisseBase™ Fiat Wallet allows you to store funds in USD, EUR, and GBP. You can use this wallet to make cryptocurrency purchases and credit it with the proceeds from any cryptocurrency sales.

    1. Sign in to SuisseBase™.

    2. Navigate to Deposit/Withdraw > Fiat > Deposit from the navigation menu or click the Deposit button in the Fiat wallet section of the Dashboard.

    3. Select USD as the currency option.

    4. The bank details will be displayed. Use these details when depositing or transferring funds from your personal bank.

    Important Details:

    • No third-party transfers: Only wire transfers from your bank account are allowed. Cash and cheque deposits are not accepted.

    • Reference Code: The Reference found in our bank details identifies your deposit. Please include this code under “Transaction Description or Purpose” when making a deposit or transfer.

    • Correct Reference Code: Ensure you include the correct reference code in the wire transfer reference. Incorrect or missing reference codes will result in delayed access to funds or a return of funds to the sending bank account.

    • Accurate Bank Details: Make sure the bank details are entered correctly. Failure to do so will result in funds being returned to the sending bank account.

    Troubleshooting:

    Support Documentation: When contacting our support, please be ready to provide supporting documents (e.g., a bank statement) showing your full name, the bank account you made the transfer from, and—ideally—the transaction itself.

  • How do you make a USD withdrawal via the SWIFT Network?

    1. Sign in to SuisseBase™.

    2. Navigate to Deposit/Withdraw > Fiat > Withdraw from the navigation menu or click the Withdraw button in the Fiat wallet section of the Dashboard.

    3. Select USD as the currency option.

    4. Enter the amount you want to withdraw.

    5. Provide all the required information for the Beneficiary Bank and Beneficiary Recipient Details.

    6. If the details are correct, check the Terms of Service and click Confirm Now to confirm your withdrawal (you can always click the back arrow to make changes).

    Important Details:

    • Whitelisting of Bank Account Address: Ensure you add the bank account address first before making a withdrawal.

    • Accurate Bank Details: Make sure the bank details are entered correctly. Failure to do so will result in the return of funds to the sending bank account.

    1. Sign in to SuisseBase™.

    2. Navigate to Deposit/Withdraw > Fiat > Deposit from the navigation menu or click the Deposit button in the Fiat wallet section of the Dashboard.

    3. Select EUR as the currency option.

    4. The bank details will be displayed. Use these details when depositing or transferring funds from your personal bank.

    Important Details:

    • No Third-Party Transfers: Only wire transfers from your bank account are allowed. Cash and cheque deposits are not accepted.

    • Reference Code: The reference code identifies your deposit. Include this code under “Transaction Description or Purpose” when making a deposit or transfer.

    • Accurate Bank Details: Ensure the bank details are entered correctly. Incorrect or missing reference codes will result in delayed access to funds or the return of funds to the sending bank account.

    Troubleshooting:

    • When contacting support, be ready to provide supporting documents (e.g., a bank statement) showing your full name, the bank account you made the transfer from, and—ideally—the transaction itself.

    1. Sign in to SuisseBase™.

    2. Navigate to Deposit/Withdraw > Fiat > Withdraw from the navigation menu or click the Withdraw button in the Fiat wallet section of the Dashboard.

    3. Select EUR as the currency option.

    4. Enter the amount you want to withdraw.

    5. Provide all the required information for the Beneficiary Bank and Beneficiary Recipient Details.

    6. If the details are correct, check the Terms of Service and click Confirm Now to confirm your withdrawal (you can always click the back arrow to make changes).

    Important Details:

    • Whitelisting of Bank Account Address: Ensure you add the bank account address first before making a withdrawal.

    • Accurate Bank Details: Make sure the bank details are entered correctly. Failure to do so will result in the return of funds to the sending bank account.

Fiat Wallet - Deposits and Withdrawals

  • How do I deposit cryptocurrency from another wallet?

    1. Sign in to SuisseBase™.

    2. Navigate to Deposit/Withdraw > Crypto > Deposit from the navigation menu.

    3. Select the asset you’d like to deposit.

    4. The asset deposit address and its QR code will be displayed.

    In Your External Wallet:

    • Copy and paste the displayed address into your crypto wallet, or scan the QR code (you can also send it to yourself or your friends by tapping the Share button).

    • Select the amount of crypto you want to deposit and submit/broadcast the transaction.

    Important Note: Ensure the address and network used are correct to avoid any issues.

  • Once the transaction is on the blockchain, it requires a certain number of confirmations to reflect on SuisseBase™:

    • BTC: 6 confirmations

    • ETH and ERC20 tokens: 12 confirmations

  • SuisseBase™ currently accepts deposits for the following cryptocurrencies:

    • BTC (Native)

    • ETH (ERC20)

    • USDT (ERC20/TRC20)

    • USDC (ERC20)

    Disclaimer: Depositing a non-supported token will result in the loss of tokens. Ensure deposits are routed to the correct wallet for that currency (e.g., BTC to the BTC Wallet, ETH to the ETH Wallet) to avoid losing funds.

  • To enhance the security of your funds, we require withdrawal address whitelisting for every new address you want to send crypto to.

    Steps to whitelist a withdrawal address:

    1. Sign in to SuisseBase™.

    2. Navigate to Profile (Top right picture icon) > Manage Your Account > Address Book, then select Withdraw Crypto.

    3. Click the Plus sign and enter the required details.

    4. Click Save.

    Note: When withdrawing, you can search by the Address Name/Label assigned in the Address Book.

  • How do I withdraw cryptocurrency to another wallet?

    1. Sign in to SuisseBase™.

    2. Navigate to Deposit/Withdraw > Crypto > Withdraw from the navigation menu.

    3. Select the asset you’d like to withdraw.

    4. Enter the amount you want to withdraw.

    5. Select the address from the address option.

    6. If the details are correct, check the Terms of Service and click Confirm Now to confirm your withdrawal (you can always click the back arrow to make changes).

    Important Note: Ensure your address and the network of the address you are withdrawing to are correct.

  • Due to the irreversible nature of cryptocurrency transactions, they cannot be canceled or reversed once initiated. If you sent funds to an incorrect address, contacting the receiving party and asking for their cooperation in returning the funds is necessary. If you do not know the owner of the address, there are no actions you can take to retrieve the funds.

Buying, Selling or Swapping Cryptocurrency

    1. Sign in to SuisseBase™.

    2. Navigate to Buy/Sell from the navigation menu or click the Buy button from the Portfolio (or Crypto Wallet for the mobile app) section of the Dashboard.

    3. Select the asset you’d like to buy.

    4. Enter the amount you’d like to buy, denominated in either fiat currency or crypto (by clicking the two-way arrow to switch between crypto and fiat).

    5. Select your Wallet option for payment.

    6. Click Confirm to confirm your purchase (you can always click the back arrow to make changes).

    7. If the details are correct, check the Terms of Service and click Pay to complete your purchase.

    Note: If you encounter issues with your cryptocurrency purchase, contact our Support Team. Be prepared to provide the transaction date, time, and approximate value.

  • SuisseBase™ charges fees for buying, selling, or swapping cryptocurrencies. Fees are calculated at the time you place your order.

    1. Sign in to SuisseBase™.

    2. Navigate to Buy/Sell from the navigation menu or click the Sell button from the Portfolio (or Crypto Wallet for the mobile app) section of the Dashboard.

    3. Select the asset you’d like to sell.

    4. Enter the amount you’d like to sell, denominated in either fiat currency or crypto (by clicking the two-way arrow to switch between crypto and fiat).

    5. Select your Wallet option where you want to deposit the amount.

    6. Click Confirm to confirm your sale (you can always click the back arrow to make changes).

    7. If the details are correct, check the Terms of Service and click Sell to complete your transaction.

    Note: If you encounter issues selling your cryptocurrency, contact our Support Team. Be prepared to provide the transaction date, time, and approximate value.