FAQ

Conto multivaluta

Dukascopy Bank is regulated by the Swiss Regulator FINMA as a bank and a securities dealer. Clients' deposits booked at the Head Office of the bank in Switzerland are therefore insured up to CHF 100'000 per client.

Multi-currency account is available to persons over 14 years old, though there is a need to be an adult to get access to full account functionality.

The account can be opened worldwide except for residents of the following countries / regions:

Abkhazia, Crimea, Cuba, Comoros, Donetsk People's Republic, Iran, Japan, Luhansk People's Republic, Myanmar, Nagorny Karobakh, North Korea, Somalia, South Osetia, South Sudan, Sudan, Syria, Transnistria, United States of America, Venezuela.

Non ci sono commissioni di apertura e manutenzione per un Conto multivaluta.

Multi-Currency Account can be accessed using three different means:

Account opening

To open Multi-Currency Account go to the Bank section and follow instructions described in a road-map. You will be required to fill out registration form, make an initial deposit and pass video-identification.

An account opening procedure, in total, usually takes several business days. Once your account is approved, you will receive an SMS notification and email.

To open an account you will need to have a document (passport / ID card) that contains a machine readable zone (MRZ) and visible security features. If your document does not contain MRZ zone you can send a certified copy of your document via regular post to our head office in Geneva.

There is no need to fill out a new registration form, just notify bank employee about it during the video-identification.

Please fill out registration form again.

Video-identification is a short video call with a bank employee that in accordance with a Swiss law represents a substitute of traditional face-to-face account opening procedure in bank premises.

Make sure that you have a stable internet connection, the mobile application is allowed to use camera and microphone and there are no other people near you. Once this is done, prepare your document (passport / ID card) with a machine readable zone (MRZ) and visible security features, write in the chat that you are ready and follow the instructions of the bank employee.

During the call you will be asked a number of clarifying questions and be taken a few photographs of you and your document. This whole procedure is needed confirm your identity, i.e. to make sure that the person opening an account is actually you.

By default, video-identification is being held in English. If you wish to pass video-identification in other language (French, German, Arabic, Chinese, Hungarian, Italian, Japanese, Polish, Spanish, Portuguese, Slovenian, Slovak and Ukrainian) leave a request in the chat to arrange with the bank employee an exact date and time of the call.

Please double-check that you have a stable internet connection and notify bank employee that you are ready to start again.

There is a need to wait a few business days for completion of the account opening. Once your account is approved you will receive an SMS notification and email.

To open trading account:

  • if you use web application, go to Investments section, press on Add trading account button and fill in the questionnaire.
  • if you use Dukascopy Connect 911 mobile application, press on Bank, then press on plus sign in the lower left corner and select Open trading account.

The option is available only if Multi-Currency Account's balance is equal to or greater than 1 000 USD.

Once the request is being processed you will be contacted by bank employee.

Il mio account

Multi-Currency Account can be accessed using three different means:

Dukascopy uses two-factor authentication (2FA), which means that apart from the password you need to know an additional one-time code to access your account.


Ti preghiamo di contattare il nostro servizio di Supporto: +41 22 799 48 59; [email protected]

In alternativa alla bolletta puoi fornirci una corrispondenza, non più vecchia di 3 mesi, con un'autorità statale oppure controlla se la tua carta d'identità o patente contengono il tuo indirizzo.

Please indicate the data you want to update, the reason of the update and send us a corresponding request via chat or email.

Puoi trovare i limiti di prelievo e di deposito, oltre ad altre tipologie di limiti su“Fees   Limits” sezione del sito internet di Dukascopy Bank.

Puoi trovare i limiti di prelievo e di deposito, oltre ad altre tipologie di limite su “Fees   Limits” sezione nel sito internet di Dukascopy Bank-

To access your Multi-Currency Account you need to go through a two-step authentication, which consists of entering a password and security code.

Under no circumstance Dukascopy Bank employee or any other person can ask you disclose your password and security code.

A similar rule applies when you try to link payment card to your Multi-Currency Account. In certain circumstances Dukascopy Bank might ask you to a send photo of the card to make sure that you are the genuine cardholder.

However, the only data that Dukascopy Bank has a right to ask is (a) the first and last four digits of the card number and (b) name on the card.

Under no circumstance Dukascopy Bank employee or any other person can ask you to disclose your full card number and CVV/CVC code..

If a person contacts you (under any pretext) either in the Dukascopy Connect 911 mobile application or in any other external resource and asks to tell / send him your password, security code or card data, let us know about this case immediately.

Il mio Conto

Operations with Multi-Currency Account are regulated by two limits:

  • Incoming quarterly limit
  • Limit on total balance

Incoming quarterly limit defines the maximum amount of funds that can be deposited on your Multi-Currency Account within a quarter. The limit is not applied to transfers between your accounts within Dukascopy Group.


The size of the limit is determined at the stage of account opening based on two factors: (a) country of your residence and (b) your occupation status.


The limit is reset at the beginning of each new quarter: 1st January, 1st April, 1st July and 1st October.


Please note that the limit can be equally reached by one large transaction or by multiple small transactions.

Ti preghiamo di contattare il nostro servizio di Supporto: +41 22 799 48 59; [email protected]

Puoi trovare informazioni relative al tuo conto ed ai limiti ad esso connessi cliccando sul tuo nome nell'angolo in alto.

Per fare ciò ti preghiamo di contattare il nostro servizio di Supporto: [email protected]

Depositi

General information

The funds can be deposited to / withdrawn from your Multi-Currency Account using multiple payment methods:

  • Ordinary bank transfer
  • Transfer from your personal payment card
  • Transfer from a payment card linked to your account
  • Transfer from your Dukascopy card
  • Transfer from your Skrill account
  • Transfer from your Neteller account

Se utilizzi l'opzione "Trasferimento bancario", il tuo deposito impiega generalmente fino a 3 giorni lavorativi per raggiungere il tuo Conto in Dukascopy Bank, ad ogni modo potrebbe impiegare più tempo a seconda del paese in cui si trova la tua banca. Se invece utilizzi l'opzione di deposito "carta di credito" o "carta collegata" il denaro viene generalmente depositato subito (Dukascopy Bank non può garantire e non garantisce che i depositi via carta siano sempre instantanei).

The Multi-Currency Account holder can make wire transfers to / from third party bank accounts. Please note that in order to approve such transfer the compliance department might ask you to provide additional information.

Le commissioni relative al Conto Multivaluta possono essere trovate quì.

Bank transfer

If you use web application, go to Deposit and select Bank transfer.

If you use the Swiss Bank mobile application, click on Deposit and select Bank transfer.

If you use the Dukascopy Connect 911 mobile application, click on Bank, then press on plus sign in the lower left corner, select Load money (Deposit) and then Bank transfer.

The opened payment form will display transfer instruction depending on the currency you want to make payment in.

As such, payment can be completed by indicating destination bank only. However, it is strongly advised to add intermediary bank if it is indicated in payment instructions to avoid excessive costs and prolongation of the processing time.

To receive a copy of SWIFT message please send us corresponding request via chat or email.

SEPA is a name for cross-border EUR-denominated bank transfers. According to the European Union regulations, transfers between two bank accounts being part of SEPA should be qualified as a local transfer in terms of cost. To make such transfer destination bank must be located in one of SEPA countries and be part of this system. The up-to-date list of SEPA members can be checked here.

SIX is a company owned by more than a hundred financial institutions that, among other things, processes CHF-denominated bank transfers. By analogy, to make such transfer destination bank must be located in Switzerland and be part of this system.

Bank transfer processing by Dukascopy Bank takes up to two working days. Once the payment has been processed, it cannot be cancelled.

The length of wire transfer processing may vary substantially depending on the number of corresponding banks between sending and beneficiary banks, presence of weekends or holidays and whether payment form was filled correctly. If the funds were not received in reasonable time period, Dukascopy Bank may launch an investigation to find out where the funds have stucked.

Linked cards

To transfer funds to / from a payment card each time you will be required to fill in the form with card details. To ease and fasten this operation you have an opportunity to link payment card to your Multi-Currency Account. Once this is done, you will be able to make one-click transfers to / from the chosen card.

Solitamente un prelievo raggiunge all'istante una carta a te intestata ed impiega fino a 3 giorni lavorativi per venire accreditato su un conto bancario, ma potrebbe essere necessario più tempo a seconda di dove si trova la tua banca.

After you have added the card to your Multi-Currency Account, it needs to be verified. In other words, Dukascopy needs to make sure that you are the genuine cardholder.


To prove that you need to access your card issuer’s e-bank, open bank statement and find a reservation made by Dukascopy. After that you need to return to web or mobile application, select the corresponding card and enter charged amount or the five-digit code. The charge will be refunded to your bank account.


Once this is done (provided that the card has also passed additional internal verification conducted by the compliance department) the status of your card will be changed to Active and it will be ready for use.

Generally, there are three reasons why a card cannot be linked to your Multi-Currency Account:

  • Insufficient funds (Dukascopy will reserve up to 2 EUR on your card)
  • Wrong verification code (Please double check the charged amount or the five-digit code)
  • This feature is not supported by your card issuer

Payment service providers

Skrill is a payment and money transfer system with a focus on low-cost international money transfers.

Neteller is also a payment system mainly used to transfer money to and from merchants.

In order to allow transferring funds between Multi-Currency Account and Skrill / Neteller, Dukascopy needs to be sure that both accounts belong to the same person. In case some data do not match, Dukascopy will contact you via email and ask for additional clarifications. Until Dukascopy finishes verification, transfers between Multi-Currency Account and Skrill / Neteller will be temporary disabled.

Dukascopy allows transferring funds only to one verified Skrill / Neteller account. In case you entered the wrong email address, please contact our support team.

Transfers from your Skrill account to Multi-Currency Account can be made in AUD, CAD, CHF, EUR, GBP, PLN and USD.

Transfers from your Neteller account Multi-Currency Account can be made in AUD, CAD, CHF, EUR, GBP, JPY, PLN, RUB and USD.

Transfers from your Multi-Currency Account to your Skrill, Neteller account can be made in EUR only.

Instant money transfers

Multi-Currency Account holders can make two types of internal transfers:

  • instant money transfer to other Multi-Currency Account holder using his phone number as a pointer
  • money transfer to my other accounts with Dukascopy Bank (e.g. current, trading, binary, etc.)

If you use web application, select Send money section.


If you use the Swiss Bank mobile application, click on Send button on Accounts page.


If you use the Dukascopy Connect 911 mobile application, click on Bank, press on plus sign in the bottom left corner and choose the Send money.


To make instant money transfer you just need to know other Multi-Currency Account holder's phone number. The transaction is processed instantly and does not trigger the incoming limit.


Please note that there is an option to protect such money transfer with a code that should be created by the sender and communicated to the recipient. Unless the recipient enters the security code, the transaction will remain in pending status.

Trading accounts

No. Il denaro tornerà sul tuo conto solamente se il destinatario non lo accetta entro 90 giorni.

Puoi trovare i dettagli del pagamento e controllarne lo status nella sezione "History" sul sito internet di Dukascopy o nell'applicazione mobile

Carte

Order and delivery

Per collegare una carta devi andare nela sezione "Carte" e scegliere l'opzione "Collegare Nuova Carta". Inserisci i dettagli della carta negli appositi campi e clicca su "Inviare/Submit".

Virtual cards represent the same functionality and the level of security as plastic ones except that they are not physically produced. Primarily, virtual cards are designed to ease and fasten online payments. On the other hand, possibility to link virtual cards to Apple Pay and Samsung Pay makes them a full substitute of plastic cards that compared to the latter are more difficult to steal or lose.

Prima di verificare la tua carta assicurati di avere fondi sufficienti, in quanto vi addebiteremo un piccolo importo. Controlla sul tuo estratto conto l'importo addebitato o il codice di 5 cifre ad esso riferito. Verifica la carta inserendo l'importo addebitato o il codice di 5 cifre. L'importo addebitato per la verifica ti verrà restituito sul tuo conto bancario.

You can order one virtual / plastic card in each of the presented currencies (American Dollars, British Pounds, Euros and Swiss Francs) of each card brand (Visa and Mastercard).

No, the card can be ordered by any Multi-Currency Account holder except for residents of the following countries:


Afghanistan, American Samoa, Australia, Bosnia and Herzegovina, Burundi, Canada, Central African Republic, Christmas Island, Cocos Islands, Cuba, Democratic Republic of the Congo, Democratic People's Republic of Korea, Democratic Republic of Yemen, Eritrea, Ethiopia, Guam, Guinea, Guinea-Bissau, Heard & McDonald Islands, Iran, Iraq, Ivory Coast, Japan, Lebanon, Liberia, Malaysia, Myanmar, Nauru, Niue Islands, Norfolk Island, Northern Mariana Islands, Pakistan, Palestine, Puerto Rico, Rwanda, Samoa, San Marino, Somalia, South Sudan, Sudan, Syria, Vatican, Vanuatu, Venezuela, Uganda, United States of America, United States Minor Outlying Islands, Yemen, Zimbabwe.

Dopo verifica con esito positivo, la carta potrebbe essere trattenuta per un controllo interno. In questo caso ti suggeriamo di contattare il nostro servizio di Supporto:[email protected] per chiarirne la ragione.

No, puoi collegare solo carte a te intestate

La nostra commissioni sui prelievi sulle tue carte è pari a 1.5 EUR + 2.5% o equivalente in altra valuta. Puoi consultare questo link per maggiori informazioni: https://www.dukascopy.bank/swiss/fees-limits/

In caso l'istituto che ha emesso la tua carta non supporta questo tipo di transazione, il prelievo verrà annullato e la commissione non verrà applicata.

If you use web application, go to Cards section, select the ordered card and press on Track delivery button.

If you use the Swiss bank mobile application, go to Cards section, select the ordered card and press on Request tracking number button.

If you use Dukascopy Connect mobile application, press on Bank, then press on plus sign in the lower left corner, choose Card operations, then select the ordered card and press on Track delivery.

Activation and usage

If you use web application, go to Cards section, select the card you have ordered and then press Activate.

If you use the Swiss Bank mobile application, go to Cards section, select the ordered card and then press Activate.

If you use the Dukascopy Connect 911 mobile application, press on Bank, then press on plus sign in the lower left corner, select Card operations and choose the ordered card.

Afterwards, enter 4-digit activation code (digits 9-12 on the card) in the popup window to active the card. You will receive an SMS with 6-digit PIN code within a minute.

Please note that depending on the country and mobile operator the SMS with a PIN code may not arrive on the first try. In this case, please log in to the web application, go to Cards section, select the card and press Resend PIN. If the problem still persists, please contact us via chat or email.

You can find more detailed information here.

You can make online and in store purchases anywhere you see the Visa or Mastercard Acceptance Mark within the limits specified on this page.

All applicable card fees can be found here.

Dukascopy card is allowed to be replenished from your Multi-currency account only.

At first, check whether your country is on the list that supports Apple Pay.

Open the Wallet app on your iPhone and then press on plus sign in the upper right corner and scan the card. Follow the instructions and fill in all required information.

After that, enter a security code which will be sent to your phone as an SMS or call to a number which would appear on the screen on the last step.

Open the Samsung Pay app on your phone, enter Menu, select Cards, choose Add cards and follow the instructions.

Dukascopy card can be linked to Apple Pay and Samsung Pay only (services like Google Pay, Fitbit Pay, Garmin Pay, Swatchpay etc. are not supported).

Yes, the plastic card allows you to make contactless payments.

Please note that the daily limit may vary from country to country and in some exceptional cases, depending from the terminals and merchants, the PIN code might be requested in any case.

Yes, Dukascopy card complies with 3-D Secure, as an additional layer of security during the processing of online payments.

In order to make a 3-D Secure payment two conditions must be met:

  • Merchant must use Visa Secure / Mastercard Identity Check ™ services
  • You need to receive from the card issuer (Cornèrcard) a six-digit verification code sent to your mobile phone via SMS and enter it into the payment form

In case you do not receive SMS please contact card issuer's Help Line 24h at +41 91 800 41 41

If you use web application, go to Cards section and select the corresponding card.

If you use Swiss Bank mobile application, go to Cards section and select the corresponding card.

If you use Dukascopy Connect mobile application, press on Bank, then press on plus sign in the lower left corner, select Card operations and choose History.

Security

Yes, you have an opportunity to change your six-digit PIN code in an ATM provided that it is located in Switzerland. This option is unavailable in other countries.

To ensure that an unauthorized person will not get access to funds on the card, log in to web or mobile application, find the corresponding card and select the Temporary block card function.

When the card is disabled, it is only possible to withdraw funds to your MCA account. You also have an option to unblock the card, or block it permanently.

To block the card permanently please contact us. It is only possible to re-order a new card in the same currency when your current card is permanently blocked.

If you want to permanently block the card, please send us the corresponding request via chat or email.

Common issues

Standard delivery is performed by the postal service. Depending on the rules of post service of the corresponding destination country the letter with the card can be delivered directly to the address you have indicated or left at your local post office.

For Europe, card delivery usually takes up to ten days while for other regions the time of delivery can vary from two to four weeks.

Express delivery is performed by UPS shipping company. The letter with the card is delivered directly to the address you have indicated. If there is no one available when the courier arrives to deliver your parcel he will contact you by phone to negotiate place and time of a second delivery.

For Europe, the delivery usually takes several days while for other regions the time of delivery can take up to two weeks.

To better monitor the status of delivery, log in to your web / mobile application, go to Cards section, select the ordered card and press on Track delivery.

If one of these situations occurs, please check the following factors and try again:

  • Is the mobile phone number correct? (to be checked in MCA web or mobile application)
  • Has the mobile phone enough storage memory?
  • Are SPAM filters switched off?
  • Is the flight modality switched off?
  • Is the phone allowed to receive international SMS?
  • Is your SIM-card prepaid? If this is the case do you have enough availability in order to get SMS from abroad?

If the problem still persists, please send us the corresponding request via chat or email by additionally indicating your mobile phone type as well as name and country of your phone provider.

Whenever you make a purchase, the merchant sends an authorization request to card issuer to debit your card. In several cases card issuer is rightful to refuse to authorize the transaction, for instance, if the area of activity of a merchant is not honoured (e.g replenishment of e-wallets or gambling) or merchant is established in a black-listed country. Sometimes an authorization request is being declined by international payment system (Visa, Mastercard and others) if the card had triggered their anti-fraud checks.

Each card transaction is processed in two steps: authorization plus clearing and settlement.

At first, merchant asks card issuer whether the card in question is valid to pay for the purchase. Card issuer check status, balance and expiry date of the card and, if everything is correct, reserves corresponding amount. This action is called authorization. If this step is completed, transaction will be assigned pending status.

After a few days, merchant prepares a bill and sends it to card issuer which debits previously reserved amount from your card and transfers it to the merchant. If card issuer does not receive a bill upon defined time period or it is received in an incorrect format, it will cancel authorization. This action is called clearing and settlement. Depending on the outcome, transaction status will updated either to completed, or declined.

So, if transaction is still pending there is a need to wait until transaction will be assigned a final status. Please note that each bank has its own time period for funds reservation (up to a month).

Quasi Cash transactions generally stand for a product or item that is representative of actual cash (such as traveler’s checks, foreign currency, casino chips etc.). Usually, transactions associated with betting and gambling are classified as quasi-cash. Please note that additional fee is applied to transactions falling under this category.

First of all, there might be several reasons why an ATM captured a card.

The card itself can be demagnetized, damaged, or unreadable. Alternatively, bank issuer can provisionally block the card if actions carried out on the card seemed to be suspicious.

In the meantime, an ATM can block the card if you exceeded the number of allowed attempts to enter a PIN code. Furthermore, a technical error on an ATM side can also be the reason of card block.

In some of these cases an ATM can print a cheque with a code that can be subsequently used to try to claim the card back. However, in the majority of cases there is no way other than to order a new card.

Due to technical reasons, a case might occur when ATM had refused to authorize cash withdrawal, yet the balance on the card was reduced.

To check whether the money were actually debited from the card, please monitor the status of the corresponding transaction until it changes from pending either to declined, or completed (please note that the process is automatized and might take from several days to two weeks).

If transaction was declined the money should be available again. If transaction was completed, please contact us to file an official claim in the name of the card issuer that will take steps to charge the money from ATM's bank back (this procedure might take up to forty five days).

For security reasons your card will be temporarily blocked if the PIN was entered incorrectly three times. To re-activate your card please send us the corresponding request via chat or email.

Partner accounts

Apart from the acquisition of CFD contracts on the most popular cryptocurrencies, Multi-Currency Account holders have an opportunity to purchase blockchain-based crypto assets on several recognized crypto exchanges that have passed due diligence and integrated with Dukascopy Bank.

The main benefit is that during operations with cryptoassets the fiat funds will be always held in the safe custody of a regulated Swiss bank, i.e. your Multi-Currency Account.

Swiss Crypto Exchange ("SCX") is a regulated exchange platform for crypto currencies and blockchain products, based in Zurich, Switzerland. SCX offers the trading of Bitcoin, Ether and selected payment and utility tokens. The platform is SRO/VQF regulated and aims to provide safe, high quality and transparent access to these products. SCX contributes to standardization, legitimacy and transparency in accordance with Swiss quality and safety criteria.

ZBX is a cryptocurrency exchange registered in Malta, operating out of a regulated environment for individual and institutional traders. ZB.com expands its European operation with ZBX exchange. ZB.com has been a world top three exchange with $300-700M in traded volume per 24 hours. ZB.com will ensure the security with its technology and know-how experience of running one of the world largest crypto currency exchanges. The exchange is currently applying for a license to be able to list Security Tokens. The founding team of ZBX has broad and intensive experiences in traditional financial services, IT and the cryptocurrency sector. ZBX’s core team is located in Malta, Switzerland, Sweden, and China.

To start trading you need to open a Multi-Currency Account with Dukascopy Bank and an account with one of the recognized crypto exchanges.

Once this is done, you need to link your account with a partner crypto exchange with your Multi-Currency Account:

  • Visit the partner exchanges website, sign-up and approve your account
  • Log in to the exchange’s platform and choose to link your Dukascopy account
  • Authorize with your Dukascopy credentials
  • Sign the Power of Attorney agreement
After that two new (EUR and CHF) sub-accounts will be added to your Multi-Currency Account. You can find them on Home page under the Partner Accounts section.

These sub-accounts will be used solely for buying and selling cryptoassets on the exchange.

Before start buying and selling cryptoassets you need to transfer some funds on your account with one of the chosen crypto exchanges:

  • Make sure you have necessary amount of funds on your Multi-Currency Account
  • Open crypto exchange's platform, open the Dukascopy funding section, choose Add funds option
  • Authorize with your Dukascopy credentials
  • Select a debit account (an account from which you want to transfer funds) and credit account (one of the Partner accounts to which funds will be transferred), type in the amount and click Continue

After transaction is completed you can return to the exchange's platform and see updated balance of the chosen Partner account.

After you (a) have linked your account with one of the recognized crypto exchanges with your Multi-Currency Account with Dukascopy Bank and (b) have topped up an account with one of the recognized crypto exchanges, you can start buying and selling cryptoassets:

  • Log in to the crypto exchange's platform
  • Navigate to the section where buying and selling crypto for fiat is offered
  • Select Dukascopy Bank among the available payment methods

The transaction will be processed instantly using the funds stored on one of your Partner accounts.

Investments

Apart from hold, exchange and transfer of fiat currencies, Multi-Currency Account holder is given an opportunity to invest in financial instruments on: precious metals, commodities, indices and cryptocurrency.

No, because operation presupposes acquisition of a CFD contract with maximum leverage 1 to 1. Contract details can be found here.

A contract for differences (CFD) is one of the types of financial instrument in the form of agreement between investor and instrument provider to compensate each other the difference in the price of an underlying asset.

Owning a CFD allows investor to get all benefits and share all risks of a security without actually owning it. Moreover, CFDs provide higher leverage than conventional trading and allows its owner to receive cash dividends.

Before proceeding to the purchase you need to agree to the brochure on Special Risks in Securities Trading and Bitcoin legal arrangement and choose reference currency.

This is a single pre-selected fiat currency, in which all operations with investment instruments have to be conducted. In addition to that, the report with liquidation value of all assets, its pre-payment amount and accumulated profit or loss will also be shown in that currency. All related operations (dividends, interests, compensations) should be paid in that currency as well.

Investment reference currency can be changed at any time. However, to do that you need to sell all assets first and only then select new reference currency.

E' possibile venderli a tempo dovuto per fare profitti o inviarli a un altro titolare di Conto multivaluta.

P/L for each particular operation is calculated as (Open price - Close price) * Quantity

I titolari di conti multivaluta che hanno meno di 16 anni non possono acquisire o ricevere strumenti di investimento.

A standard commission of 1% for the purchase and sale of investment instruments is applied.

If you hold assets, custody fee will be debited at the end of each month based on the on the following formula: (sum of end-of-day investment account balances / 360) * 1%

If transactions on the account (e.g. withdrawals) would not let sufficient funds to cover accrued Custody fees, the latter becomes payable and are charged immediately.

If you sold indices a day before ex-dividend date, at ex-dividend date or continue to hold them on the balance after the ex-dividend date, you are entitled to receive dividends.

The amount of dividends is calculated as Amount in contracts * Long points. The first multiplier should be taken at ex-dividend date - 1 day. The second multiplier can be found in this calendar.

Dividends should be deposited on your account at ex-dividend date + 1 day.

Investment adjustment is a procedure of switching from one underlying futures contract to the other one since first is due to expire. During the switch the price of CFD contract is changing to price of the new underlying futures contract thus affecting all open position. To compensate the price difference an adjustment is being made on a monthly basis.

The adjustment is to be applied if you hold CFDs on Natural Gas and Brent Oil.

The adjustment is calculated as Balance * Long (USD) / 100.

Depending on the result, the adjustment amount will be either credited or debited from your investment reference currency account.

Dukascoins

General

Dukascoin (DUK+) is ERC20 token based on Ethereum smart contact for the first time in the world issued by a regulated bank, Dukascopy Bank.

All up-to-date commissions can be found here.

Dukascoins can be bought and sold on the Marketplace, an internal market made up of Multi-Currency Account holders. As an alternative, Dukascoins can be exchanged to BTC and USDT on SCX and ZBX, the bank's partner crypto exchanges. Moreover, Dukascoins can be transferred to your Ethereum wallet in blockchain or to another Multi-Currency account holder.

Primarily, Dukascoins can be earned by becoming a referrer, person inviting friends that would open a Multi-Currency Account. Secondly, the bank provides an opportunity to put Dukascoins on a deposit for a defined period of time after which you will be able to receive your deposit back with an accumulated fiat or crypto reward. In addition to that, customers are offered Big Fish and Fat Catz reward programs.

Fat Catz is a name for a customer entitled to a reward from the bank for having the monthly average balance equal to or larger than 15 000 Dukascoins. More information can be found here.

Big Fish is a name for a customer entitled to a one-time reward from the bank for inviting a friend who subsequently became a Fat Catz. More information can be found here.

Operations with Dukascoin

If you use web application, go to Dukascoins section.

If you use the Swiss Bank mobile application, go to Dukascoins and press on Full list.

If you use Dukascopy Connect 911 mobile application, click on Bank and then press on the two vertical arrows in the bottom left corner.

To acquire or sell Dukascoins select the preferred lot and enter the amount you want to buy or sell.

First, you need to make sure that your Ethereum wallet is ERC20 compatible.

Second, you need to enter the DUK+ smart contract address 0x73f2651ea38d48b3b808ffddbd398fd600ab5ba7 into the correspondent field of your wallet.

Afterwards, please prepare your blockchain wallet address to be ready to paste it in the special form provided in your client’s area:

  • If you use web application, go to Dukascoins section and click on Coins withdrawal.
  • If you use the Swiss Bank mobile application, go to Dukascoins and click on Blockchain operations.
  • If you use Dukascopy Connect 911 mobile application, click on Bank, then press on plus sign in the lower left corner, select Dukascoins, Blockchain operations and Withdrawal to my blockchain wallet.

Once this is done you will be able to transfer Dukascoins to your blockchain. Please note that transfer processing can take up to several business days.

First, you need to make sure that your Ethereum wallet is ERC20 compatible.

Second, you need to enter the DUK+ smart contract address 0x73f2651ea38d48b3b808ffddbd398fd600ab5ba7 into the correspondent field of your wallet.

Afterwards, please prepare your blockchain wallet address to be ready to paste it in the special form provided in your client’s area:

  • If you use web application, go to Dukascoins section and click on Coins withdrawal.
  • If you use the Swiss Bank mobile application, go to Dukascoins and click on Blockchain operations.
  • If you use Dukascopy Connect 911 mobile application, click on Bank, then press on plus sign in the lower left corner, select Dukascoins, Blockchain operations and Deposit from my blockchain wallet.

Once this is done, type in the desired amount of coins to deposit. You will get the blockchain address, provided by Dukascopy, where to transfer Dukascoins. Copy it and paste in the transaction entry form of your wallet. Save (copy) the transaction hash (TxHash) after it is successfully confirmed (processed) on blockchain and paste it into the form provided in the application.

If you use web application, go to Dukascoins section and click on Send coins.

If you use the Swiss Bank mobile application, go to Dukascoins section and click on Send coins.

If you use Dukascopy Connect 911 mobile application, click on Bank, then press on plus sign in the lower left corner, select Dukascoins and then Send Dukascoins.

If recipient's phone number was indicated correctly, transfer will be executed instantly.

Common issues

Order creation on the internal marketplace is available to customers whose Dukascoins turnover reached 500 DUK+.

Please make sure that the amount of Dukascoins you want to buy / sell meets the minimum trade size (in EUR) which can be checked here.

Also make sure that the order you want to execute is not Fill or Kill (FoK). This type of order can be executed in full only in contrast to ordinary orders that can be filled in many parts.

If the error still persists, please write us in the chat or send an email.

To find Dukascoins in a crypto wallet with support for Ethereum and ERC20 tokens, enter the contract address DUK+ 0x73f2651ea38d48b3b808ffddbd398fd600ab5ba7 in the corresponding field of your wallet.

Dukascopy Connect 911

General information

Dukascopy Connect 911 is official application issued by Dukascopy Bank. The application allows you to chat with your friends, ask those interesting questions and create funny challenges. In addition to that Dukascopy Connect 911 allows you to open and manage your Multi-Currency Account.

Proceed to Settings section and choose Set Language.

If you were blocked by the 911 Connect team, then you have violated one of the rules of the user agreement. If you do not agree with the administration, we ask you to contact via support chat.

Press on the selected user avatar, then press on the plus sign in the bottom left corner and choose Send money. Enter the amount and currency you want to send as well as the debit account.

Referral program allows you to earn Dukascoins for inviting friends that will subsequently open Multi-Currency Account. To receive a referral reward your referral must enter your promo code during the very first authorization in the application and open Multi-Currency Account.

REFERRAL PROGRAM

Referral program allows you to earn Dukascoins for inviting friends that will subsequently open Multi-Currency Account. To receive a referral reward your referral must enter your promo code during the very first authorization in the application and open Multi-Currency Account.

Your referral code will be generated as soon as you will open Multi-Currency Account. To find it go the settings section and then select Referral program.

The option to enter the referral code will appear during the very first authorization as a pop-up window. Please note that there will be no other opportunity to enter the code if you failed to do this during the first authorization in the application.

The opportunity to enter referral code will not be available if you have already logged in to the application using the same phone number.

Dukascoin reward will be automatically credited to yours and your friend’s accounts as soon as the latter entered the referral code and opened Multi-Currency Account.

Go to the settings and select Referral program which will contain a list of all your invited friends. The number of friends to invite is unlimited, yet in the application you will see only the last forty invitees.

Social activities

To create a question, enter the Chats” section, press on the 911 in the right upper corner and press on the button Create a new question. You can create a question if you have at least one star of rating.

Proceed to the section Chats, and then press on the 911 in the right upper corner. Please make sure that you have enabled Social section in settings.

By asking a private question, the application allows you to get up to seven different answers while the answer to a public question is available to an unlimited number of users. For answering public questions, the user will need to offer a small fee, which will be debited from his Multi currency account.

Press on the selected user avatar, then press on the plus sign in the bottom left corner and choose Send gift. Select the desired gift and choose the account from which the purchase will be made.

Open you contacts list, choose a friend and then press Send a flower. Select the desired flower, the number of days it will be displayed on user’s account and whether you would like to stay incognito.

The application provides a unique opportunity to send other users to a prison for a day with the possibility to bail out for a small fee. To do this, just select the image of the user in the chat and click on the Send to prison button that appears below. However, this function will only work if the user has Multi currency account.

If you were sent to prison, you can go out on bail for a small fee or wait for the expiration of the prison term, that is, one day. To select the first option, you must have a Multi-Currency Account.

If you notice a user with a red crown on the avatar, this means that this user is one of the participants in the Miss Dukascopy contest.

If other users filed a complaint against a user because of spam or an abusive answer, then within the next hour the user will have an image of a toad above the avatar. After the expiration of the term, it will be removed automatically. Each subsequent complaint will also be displayed in the user’s statistics.