As a regulated trading platform for cryptocurrencies and securities, the security of your account and your data is our top priority. Occasionally, you may receive an email from the support team requesting additional proof or documents. These requests are made for regulatory or security reasons. These measures are necessary to comply with applicable laws and to ensure the integrity of our service.
Phishing protection: How to recognise genuine BISON requests
Since there are increasing fraud attempts in the crypto sector, you should always check the following points before uploading sensitive data:
The sender: Genuine emails from us always end with @bisonapp.com, @service.bisonapp.com or @notifications.bisonapp.com.
The link: For document uploads, we only link to our secure contact form at support.bisonapp.com.
No password requests: BISON will never ask you for your password.
➞ Security at BISON – Your checklist for maximum protection
Legal requirements and anti-money laundering prevention
Our banking partners (Solaris SE, Deutsche Bank) are subject to strict legal requirements as credit institutions, such as the Anti-Money Laundering Act. Therefore, we are obliged to regularly check certain data for accuracy:
Source of funds: This includes payslips, tax returns or receipts for larger deposits and withdrawals.
Proof of residence: If mail sent to you was returned as undeliverable, we require a current registration certificate or a utility bill.
Politically exposed persons (PEP): Occasionally, we need to update information about your professional or political status.
Reopening an account: If you have previously had a BISON account and are now opening a new one, you may receive an additional questionnaire before activation.
Protecting your profile when making changes
If you want to change important personal data, we need to ensure that the request really comes from you. This prevents unauthorised persons from gaining access to your account.
This may include the following situations:
Name changes: For example, after marriage (submission of the marriage certificate).
Manual phone number change: If you no longer have access to your old mobile number.
Security authorisation: To authorise a new smartphone, we often request a photo of your ID together with a handwritten note (date and reason).
Mobile phone number: If you change your number after registration or change the country code.
Residence: If you move your residence abroad.
Tracking transactions
To comply with legal requirements such as the “Travel Rule”, we often need to collect additional information for crypto transfers. This is necessary in cases of:
Missing assignment data: For example, with XLM/XRP transfers without the correct destination tag.
Transfers from other exchanges: In exceptional cases, we require screenshots of the sending platform (VASP) to verify the origin of the coins.
If a EUR deposit or withdrawal does not appear in your account within the usual banking times, we will also need your assistance for an investigation with proof of payment.
Submitting documents securely
To protect your personal data as best as possible, please do not send documents such as payslips or copies of ID cards by unencrypted email reply.
Instead, use our encrypted upload: BISON contact form
Alternatively, you can send us documents by post, observing any applicable deadlines:
EUWAX Aktiengesellschaft
Attn: BISON Customer Service
Börsenstraße 4
70174 Stuttgart