Choose from scalable and cost-efficient CFD trading on a wide range of global markets and instruments.
To open a joint account with Viverno, each person must first open an individual Viverno account and then fill a Joint Account Request Form which can be obtained by contacting our Customer Support Team at [email protected]. Both individuals have to ensure to proceed with a successful verification of their respective individual accounts, before the merge will be possible. This includes but is not limited to, provision of KYC documents, completion of Appropriateness test and Economic profile.
It remains at the company’s discretion to confirm a clients’ eligibility for a joint account.
Yes, Viverno allows up to 5 different trading accounts, 3 Classic, one VIP and 1 Raw account. In case you already have a Classic account and wish to have a VIP or Raw account, you will need to open a new account of the desired type as no upgrade can be done.
You may open additional trading accounts via your dashboard by clicking on ‘Add new account’ as on the picture below:
You can then select your desired account type:
However, please note that a client can only hold one profile. For further details, please contact our Customer Support via email at [email protected], or via phone or Live Chat.
Kindly note that we do not provide taxation information as each country has different taxation laws.
Viverno does not collect taxes for any government authority, and it is the clients’ responsibility to calculate and pay any applicable taxes relevant in the country they live in. To do so, we can provide you with your trading account statement/s.
If you wish to have a tax letter confirmation stating your total deposits, total withdrawals and total PnL, please email [email protected] and they will provide it to you.
Unfortunately, Viverno does not accept US citizens/residents for tax purposes.
Please ensure that if any of below is applicable to you, you need to inform us accordingly:
If your answer to any of the above statements was ‘’Yes’’, we won’t be able to proceed with the approval of your account. If you have already registered for a Viverno account and you are considered a US citizen for tax purposes, please inform our Customer Support Team accordingly at [email protected].
Yes, the Company has established, implemented and maintains an Inactive and Dormant Account Policy that is as follows:
No Trading Activity shall mean that the Client has NOT taken any of the following actions on any of his/her Trading Account(s):
Such Inactive Account will be subject to a monthly fee of 10€ (ten euros or trading account currency equivalent) per month until the balance on all MT4/MT5 account(s) is 0€ (zero euro or trading account currency equivalent) relating to the maintenance and administration of such Inactive Account (the “Inactivity Fee”).
For the re-activation of Inactive Account, the Client must:
The Client’s Inactive Account will then be reactivated (subject to, if required, up-to-date Know Your Customer documentation to be provided to the Company by the Client) and become an Active Account. In such cases where an Inactive Account has been re-activated, the Company will cease to deduct the Inactivity Fee but will not refund any Inactive Fee deducted previously.
Should you require any further clarification or assistance, please do not hesitate to contact our Customer Support via the Contact Us page, Live Chat, email or telephone from Monday to Friday, 24/5.
Yes, Viverno does offer swap-free accounts. Please note that swap free applies for 10 calendar days only. Therefore, swap free accounts holding a position open for more than 10 calendar days, will be credited or debited swap accordingly.
The Company’s Islamic account allows swap free trading in compliance with the Sharia Law, which means traders can trade on an Islamic account without being charged overnight fees. The Company’s Islamic account is only available for traders of the Muslim religion and should only be requested on the grounds of religious belief.
To apply for a swap-free account, please send an email request to our Back Office Department at [email protected]. Please note that we may require evidence of your religious affiliation to be provided.
For further details on Viverno's swap-free accounts, please contact our Customer Support at [email protected], or via Live Chat or phone.
You can contact our Customer Support Team for any questions related to your registration, MT4/MT5 platform/mobile app, unexplained error or technical issue, downloading your platform, Mobile App or client’s dashboard. Should you wish to reach us, you can call support in your preferred language or contact us via Live Chat or by email at [email protected].
Monday to Friday: 00:00-24:00
(GMT+2/GMT+3 during Daylight Saving Time)
Please make sure to contact us from your registered email address.
If you wish to change or update your residential address, follow the below steps:
You can amend your residential address by sending us an email with a copy of your proof of residence document attached. At the same time you can proceed to change your residential address from your Viverno profile. Please access your Account on the Viverno dashboard, click ‘Settings’ and select ‘Personal Profile’ option. Once the new proof of residence document is received and accepted we will then update your profile.
You can find more details on acceptable proof of residence documents under the question: What is proof of address/residence?
If you wish to change your email address or phone number, follow the below steps:
To change your email address or phone number, please access your Account from the Viverno dashboard, click ‘Settings’ and select ‘Personal Profile’ option. Here you will be able to amend the email. You will receive an automated email notification asking you to confirm your new email address. Follow the instructions stated in the email.
If you are using a pc/laptop, please login to your account, click on Settings > Change Password.
In case you have forgotten your Password, please click on ‘Forgot Password?’ or talk to an agent in order to reset the password manually for you.
You can amend the name only in case of misspelling by sending us an email to [email protected] explaining why you wish to change it and attaching a copy of your identity document or document proving a name change. We will then review and contact you regarding the status of your request.
Please note that you are requested to provide us with accurate and valid information from the beginning of the business relationship. In the case you register using a fake name or a nickname or a third party name, you need to inform us accordingly. Further information and/or documentation may be required.
Please note that the option to permanently delete the account is available only for the accounts which do not have any uploaded documents or any failed or successful deposits. This is due to the fact that we are required by our regulator to maintain your account details for 5 years.
If you do not have any uploaded documents or any failed or successful deposits in your account within the last 5 years, then please log in to your account on a PC/Laptop, click on Settings > Privacy > Delete my account.
In case you are unable to delete your account, you can email [email protected] with your request to delete the account.
To submit a complaint, please complete the complaint form here
To customise your subscriptions, visit the Settings page in your Viverno profile/dashboard. Here you will be able to confirm whether you wish to receive marketing and promotional material or not. Alternatively, you can go to the bottom of the email you received and unsubscribe by selecting the ”Click here” option.
Please note, you will not be able to unsubscribe from the required communication regarding your trading activity. If you wish to unsubscribe from daily statements, please email [email protected].
The documents can be uploaded on your Dashboard once you log into your account, under the section “Settings” > “Profile” > “Verification Documents” as shown on the below screenshots:
If for any reason you are facing issues uploading your documents, you can send them via email to [email protected] .
Once you upload all your documents, it can take anything between 30 minutes to 24 hours during working hours to verify your profile.
Registering with Viverno is a relatively simple process. Simply click “Sign up” and complete the registration process.
After you have opened an account with Viverno, you are asked to complete personal details (date of birth, residential address details, etc.) as soon as possible. This should help you speed up the verification process.
You will then need to complete an Appropriateness Test to ensure that you understand all the risks involved in trading derivative products and submit basic information on your Economic profile.
In order to have your account fully verified you will be required to send the below documentation:
Proof of identity
Proof of address
You can upload the documents through the Viverno dashboard. It is a very simple and straightforward process.
To avoid any account limitations including, but not limited to, trading, withdrawal of funds and account closure, all clients should be verified as soon as possible.
At any point, Viverno may request additional identification documents in accordance with regulations or circumstances.
Please note that if you wish to open a real money account with Viverno you must be at least 18 years old.
Phone verification is a mandatory step to add protection to your account. After entering a valid mobile phone number in the online form, you will receive an SMS with a verification code. You will then need to enter that code into the appropriate box in the form. If you are unable to verify your number, please contact our Customer Support Team via phone, LiveChat or via email at [email protected].
We offer Classic, Raw and VIP accounts. With a Viverno Classic account you can have spreads from 1.5 and a minimum deposit amount of 100 USD, GBP, EUR. With our Raw Spread account you can have spreads from 0.0 and with our VIP account you can have spreads from 1.1, prioritized support, personal Account Manager and VIP Trading Alerts.
Contact our Support Team for more details via email to [email protected], or via phone or LiveChat.
As a regulated company, we are obliged by law to collect certain information about our clients during the verification process. Besides your verification documents, we also require the following questionnaires to be completed:
The Appropriateness Assessment Test is part of this process which helps us ensure that the customer has an understanding of the risks involved and has the relevant experience required in the financial markets. The Assessment ensures that you are given access to the leveraged products and services you are most suited for.
The Assessment of client’s economic situation (Economic Profile) is the second part of this process which allows us to ensure that the customer’s financial situation is in line with their funding patterns and also adds an extra level of verification for AML purposes.
For further details, please contact our Customer Support via email at [email protected], or via phone or Live Chat.
In order to verify your account, we will require a recent proof of address document, such as a utility bill or bank statement.
This document must be issued in the name of the Viverno account holder within the last 3 months, and must contain the following information:
We accept any bills that are issued by a financial institution, a utility company, a government agency or a judicial authority. If your bill or document is available online, you may send it to us either as a PDF file, or as a screenshot.
Proof of address/residence can be one of the following:
If you do not have Residence documents in your name, please note that you could also send a Certificate of Residence of your Municipality or a Letter of Confirmation duly signed by a local authority enclosing your name/ surname, your current address and with a recent date.
If you do not have any of the above, please provide us with an official document that states your name and residential address or send an email to [email protected] and inform us about this so that we assist you further.
What will not be accepted?
View examples of valid documents:
A. Utility bill:
B. Bank statement:
Please keep in mind that on the occasion when your verification document is outdated(older than 12 months), we will contact you to provide us with a copy of the updated document.
In order to verify your account, we will require a copy of your valid passport or both sides of your government-issued identification card.
This copy must contain:
What will not be accepted:
All scans should be in high resolution and the above details must be clearly readable.
Please make sure that your documents are:
View examples of valid documents:
A. Passport:
B. Identification Card:
Please keep in mind that on the occasion when your identity verification document has expired, you are obligated to provide us with a copy of the updated document.
Viverno classifies all clients as either Retail or Professional, based on their level of trading experience, understanding of risk, and availability of trading funds. We are restricted by regulations from the European Securities and Markets Authority (ESMA), in the leverage we can offer retail clients. We therefore offer different margin rates for Retail and Professional clients. Professional clients under the Company can trade with leverage up to 1:500, as opposed to Retail Clients who are restricted to a maximum leverage of 1:30.
To be classified as a Professional client you must satisfy at least two of the following three strict criteria:
If you believe you meet these requirements, please contact the Customer Support Team to discuss the criteria further at [email protected].
Anti-Money Laundering legislation defines PEP as a natural person who is or who has been entrusted with prominent public functions and includes the following:
No public function referred to in points (a) to (h) shall be understood as covering middle-ranking or more junior Officials;
‘family members’ includes the following:
‘persons known to be close associates’ means:
Definition of Immediate Family Member & Close Associates of a PEP: The legislation extends the requirement to apply Enhanced customer due diligence to an immediate family member, or a close associate, of a PEP.
In the case the above is applicable to you, please inform our Customer Support Team in writing at [email protected] accordingly.
These steps are taken to ensure the validity of the information and to protect you from potential fraud.
Viverno, as a regulated financial institution, is required to confirm the identity of its clients. If your identity can not be clearly verified, you may be asked to provide further information.
Additionally, Viverno is required to comply with statutory security standards. These include but are not limited to, the anti-money laundering legislation and the prevention of terrorist financing. If you need help with your identity verification process, please contact our support team.
You can call support in your preferred language or contact us via Live Chat or by email at [email protected] Monday to Friday: 00:00-24:00 (GMT+2/GMT+3 during Daylight Saving Time).
In our efforts to safeguard your account and data, we have introduced an additional email verification step whenever there’s a suspicious login attempt to your account. This is done to ensure that it’s really you trying to access your account from a different country or IP address.
On these occasions, you will be prompted to enter a 5-digit verification code as an additional security step before you can access your account again. You will receive the code via email, and it will be valid for 5 minutes. You will be able to have another code sent to you via email, should the first code expire.
After completing the steps outlined in How can I make a deposit into my account? you will be redirected to your bank’s page where you will be asked to provide some additional information.
If this is your first deposit – or if you are depositing with a different Credit/Debit card than the one you have previously used – you will need to upload or email a clear coloured copy of the front and back of your credit card in order to avoid any possible delays in the crediting of your funds.
ONLY the following information should be visible on the scanned card/s:
The CVC2/CVV2 (last 3 digits on the back of your card) must be covered.*
An example can be found below:
If the cardholder name is not visible on the card, please provide us with a supporting card statement which confirms the card ownership. The document should state the last 4 digits of the card number and your name, so that it can be verified.
If the card is not in your name, please follow the steps outlined under Can I deposit using a friend’s / relative’s payment method?
If the card is linked to a Corporate account, please refer to the outlined process under Can I deposit using a corporate credit card/account?
*Please note that if you fail to cover the aforementioned sensitive information on your credit card copies, we will not be able to accept them. Any communication emails containing full copies of your credit card will also be deleted. This is done for security reasons, but you can always resubmit your credit card copies covering all the sensitive info.
After completing the steps outlined under the FAQ: How can I make a deposit into my account? you will be given the payment details on how to proceed with an online payment or transfer from your bank account to Viverno’s bank account.
Once the transaction is complete, we suggest that you either upload or email the payment confirmation to us showing the following:
Your transfer should be processed within 2-5 business days from the date the funds were sent from your account. If your deposit takes longer than 5 business days please contact our Customer Support Team at [email protected].
Please note that Viverno is not responsible for any additional bank charges involved in the process.
If the funds are deposited through a corporate/business card then:
If you are the director and sole shareholder: The deposit can be processed, after supporting documents have been provided. Supporting documents include: extract from Business Registry confirming the sole ownership and directorship and shareholder structure, your verification documents and copies of the used card. In case of a withdrawal, the funds must be sent back to the same card account as that which made the initial deposit.
If you are not the sole owner of the company or are just an authorised person acting on behalf of the company: The deposit can be only processed if you proceed with the conversion of your individual account to a corporate Viverno account and if you did not fund your account using any other payment option/account.
In case you make a deposit using a card/bank account that is not in your name, we require additional documents to be provided before allowing you to use these funds in trading. In case you are already trading with these funds, you have up to 10 days from the date of the deposit to provide us with the necessary documentation, otherwise your account will be suspended from trading (irrespective of whether there are open positions or not).
The required documents in this case are:
Please be aware that it remains at Viverno’s discretion to accept or reject such deposits, if we are not satisfied with the provided documentation and/or any other reasons.
You can contact our Customer Support Team for further information and/or in order to provide these documents via email at [email protected].
Yes, you can make a deposit and trade without having your account verified only for 15 days. In this case, you will have to provide the following documents within 15 days in order to have your account approved before you are able to continue trading (unless your account can be or has been successfully verified electronically):
Proof of Identity:
This copy must contain:
Proof of Residence:
This document must be issued in the name of the Viverno account holder within the last 3 months, and must contain the following information:
If you fail to provide us with a valid documentation within 15 days, we will perform the following actions on your account:
Please contact our Customer Support Team at [email protected] should you have any further questions about this.
Before you can withdraw funds from your account, you need to ensure that your Viverno account has been fully verified.
In addition, you may be requested to provide additional documentation to verify the source of funds (depending on your deposit option) to ensure the withdrawal is credited to the same source where the funds have been received from. You will be contacted by our Funding Team in case additional documents or information are required. However, we do suggest that you provide us with proof of payment document in advance, to ensure smooth processing of your withdrawal request.
Since there is a minimum withdrawal amount, Viverno does charge fees depending on the payment option and the withdrawal amount.
For all other withdrawals (except for card refunds) below or equal to 20 EUR, Viverno will charge a fixed fee of 10 EUR.
Please note, you may also be charged by the funding provider involved in the transfer (intermediary bank, receiving bank, or your credit card provider).
If during the withdrawal process, you wish to return your money back to your Viverno account, you have the option to cancel your withdrawal. This is helpful especially if making a withdrawal would cause you to have limited funds on your account and you still want to place certain trades or keep positions open.
If you are on a pc/laptop, please login to your account, click on Payments > History and then click on ‘Cancel’ next to the withdrawal you would like to cancel.
If you are using the Viverno mobile app, click on ‘More’ on the bottom right side > Transactions > Withdrawals, select the withdrawal you wish to cancel and then click on ‘Cancel request’.
Please note that you can cancel the request yourself within 24 hours. If 24 hours passed, you should then email [email protected] and request the cancellation of your withdrawal.
In order to deposit using the bank wire option, please log in to your Viverno profile, select ‘Payments’ and ‘Deposits’, choose the amount you wish to deposit and then select the Bank Wire method. You will then be able to view our bank details.
The processing times depend on the type of the transfer and banks involved in the transfer:
For international bank wire deposits, please allow 3-5 business days for funds to reflect in your Viverno account. Viverno does not charge for bank wire deposits but the sending and correspondent banks may impose charges according to their own fee structure.
SEPA transfers usually reflect within the same business day and the fees are very low.
In order to deposit funds you need to login to your Viverno profile:
*Viverno offers a wide range of deposit methods including credit cards, bank transfers, e-wallets and more. To view all available options visit Payment and Withdrawal options.
Please login to your account on a pc/laptop, click on Payments > Transfer and choose from which account to which account you would like to transfer funds and also enter the amount you would like to transfer. In case you cannot successfully transfer the funds, please email [email protected] with all the details so that we can make the transfer for you.
It is a common practice that after the cancellation of a card, banks are obliged to allow limited transaction types to take place, including refunds, usually for at least 6 months. You should therefore withdraw funds to the card you used to deposit, even if this card has been cancelled. You will receive these funds to your new card which is connected to the same bank account as your previous, cancelled card.
If the bank account linked to the card is completely closed, you will need to send proof of account closure to our Customer Support Team at [email protected]. This document must clearly indicate the card number and state that the bank account linked to it has been closed.
To withdraw using Bank wire, please log in to your Viverno profile, select ‘Payments’ and then ‘Withdraw’. Choose the account you wish to withdraw funds from and the amount. Proceed to the next step where you can select the desired withdrawal option: Bank Wire method. Bear in mind that we may require a bank statement as proof that you are the bank account holder.
When submitting bank details, please ensure to provide us with the correct information, including the IBAN number and SWIFT code, as explained here.
Kindly be informed that in order to withdraw via Bank Wire, you should first refund all your Credit Card and Skrill deposits within the last 18 months.
Profits can be withdrawn only once all other funds that are equal to the sum of your deposits have been withdrawn back to the same method or account you used to deposit. It is our policy that any credit/debit card deposits should be withdrawn to the card in question first, before refunding to any other method, even if other methods were used for funding.
You can choose to withdraw profit directly to your credit card with the Original Credit Transaction (OCT) function. Please note that for any additional amount (i.e., trading profits), there will be no additional withdrawal fees.
If your pre-selected deposit method is not a credit card, then you can withdraw any trading profits via bank wire. Please bear in mind that we will require a bank statement as proof that you are the bank account holder before we can approve your withdrawal request. For more details about how to withdraw using the Bank wire option, see: How can I withdraw funds using the Bank Wire option?
Please note that Viverno charges a fixed fee of 10 EUR or trading account currency equivalent for bank wire withdrawals below 100 EUR or trading account currency equivalent.
The processing time varies depending on the payment option selected:
International Bank Transfer: 2-5 working days approximately, depending on your bank.
SEPA and local transfers: usually within the same day.
All other payment methods: 10 minutes approximately.
Click here to see more information on the estimated processing times and fees of each payment method.
Once we receive your funds, they will automatically be credited to your Viverno trading account. If we need to request and verify additional information or documents then the processing time may be longer. In such cases, you will be contacted by our Funding Team.
Please note that Viverno is not liable for any delays caused by a 3rd party payment processor/s.
During normal working hours, withdrawals are usually processed within one working day (if not immediately), provided everything is in order and no additional information or documents are required from you.
If the withdrawal request is received outside working hours, it will be processed the next working day. Our Funding Team works Monday to Friday: 08:00-21:00 (GMT+2/GMT+3 during Daylight Saving Time).
*Please note that although credit/debit card deposits are processed immediately, this does not mean that funds have already been received in our bank account as the bank clearing procedure usually takes a few days. However, we credit your funds immediately in order to be able to trade instantly and protect open positions. Unlike deposits, the withdrawal procedure does take longer. For more information please see: How long should I wait for a withdrawal to reflect on my bank account?
Withdrawal requests are usually processed by our Funding Team within one working day. However, the time needed for the funds to be transferred to your account will vary, depending on your payment method.
The below time frames are purely indicative:
International Bank Wire withdrawals may take 3-5 working days.
SEPA and local bank transfers withdrawals may take 2-5 working days.
Card withdrawals may take 2-7 working days; however, in some cases they can take as long as 10 working days*.
E-wallet withdrawals may take anything from 10 minutes to a few hours to reflect on your wallet.
All other withdrawal methods are usually received within 1 working day.
*It is important to note that there are payment processors that may take up to 15 working days for the card refund to reflect on your bank account (depending on your country of residence).
You will be notified via email once the processing of your withdrawal request has been completed by our Funding team. Alternatively, you can check the status of your withdrawal on your dashboard under the payments section.
While it usually takes around 2 to 7 working days to reach your card account, it can take up to 10 working days* (as it solely depends on bank processing times) for the funds to be received on your account since the day of the withdrawal approval.
*For some countries it can take up to 15 working days for funds to be received back in your card.
If your funds do not appear in your account after this timeframe has passed, please contact our Customer Support Team at [email protected] and they will provide you with the ARN number.
What is the ARN number?
ARN number is a unique number that tags a credit card transaction when it goes from the merchant’s bank (the acquiring bank) through the card scheme to the cardholder’s bank (the issuer). This number can be used by issuing banks to trace a transaction/refund with an acquirer.
Please contact your bank’s customer care team and check with them directly by providing them the ARN number/s. They will use this unique number to check their systems In order to locate the REFUND and allocate these funds to your account. Please be advised that each card issuing bank has access to Visa/ MasterCard Directory Interface and they should be able to track the payment with the ARN number that you have received from us.
These terms relate to the Bank Wire payment option:
A SWIFT code – also known as a BIC – is made up of 8 characters and is used to identify a particular bank (e.g. HEBACY2N).
An IBAN stands for International Bank Account Number and helps banks identify your specific account for payments (e.g. of IBAN format: DE00 0000 0000 0000 0000 00) IBANs are not used in all countries. If you are requesting a withdrawal to a bank account which does not have an IBAN, you may put your account number in the IBAN field and your branch code in the Comments field on the withdrawal page.
Your SWIFT code and IBAN can usually be found on your bank statement or online banking portal.
Please note that we require IBAN and SWIFT code for all SEPA transfers; without these details we won’t be able to execute your withdrawal.
The minimum deposit required is 100 EUR/GBP/USD using a Credit/Debit card, a Bank (Wire) transfer, an e-wallet such as Skrill and/or any other payment method you would see available on our website once you login and click on ‘Deposit’.
Except for bank wire withdrawals, Viverno does not require a minimum withdrawal amount. However, it should be noted that withdrawals that are below 2EUR cannot be processed as the requested withdrawal amount is lower than the fees Viverno incurs for processing such withdrawals.
That being said, please note that a 10 EUR fee will apply to any bank wire withdrawals under 100 EUR and any other withdrawals amounting to 20 EUR or less. For bank wire international payments, the minimum withdrawal amount is 50 EUR after the deduction of the 10 EUR basic fee. For SEPA transfers there is a minimum withdrawal amount of 5 EUR after the deduction of the 10 EUR basic fee.
If you need further clarification, please contact our Customer Support team here.
Viverno accepts credit card payments, bank wire transfer and more methods available as per your country of residence.
All available payment methods and respective transaction fees and processing times under each jurisdiction can be seen via this link
In addition, be informed that Viverno does not charge fees for funding of your account.
Please note that you may be charged by the funding provider involved in the transfer (intermediary bank, receiving bank, or your credit card provider).
The processing times vary depending on the payment option selected as well as on the payment provider/bank involved in the process.
If you have placed a withdrawal request via Bank Transfer and have not received your funds within 5 working days, please contact our Customer Support Team at [email protected], and we will provide you with a Swift Copy.
If you have made a withdrawal request via Credit/Debit Card and have not received your funds within 10 working days*, please contact our Customer Support Team at [email protected] and we will provide you with the ARN number.
*For some countries it can take up to 15 working days for refunds to be received back at your card.
If you have placed a withdrawal request via another payment option, please refer to the processing times indicated to you upon approval of the withdrawal. And if your funds are not received by the indicated time, contact our Customer Support Team at [email protected] who will provide you with proof of payment or advise you on how to trace the funds.
Card withdrawals are processed as refunds of initial deposits. This means that you will receive refunds in the same amounts as were your initial deposit/s.
Example:
Please allow up to 10 working days for the funds to reflect in your account. If the funds have not been received after 10 working days* have passed, please contact our Customer Support Team at [email protected] and we will provide you with the ARN number.
*For some countries it can take up to 15 working days for refunds to be received back in your card.
For more details on ARN number, see I have withdrawn using credit/debit card, but the funds have not been received in my account. What should I do?
Your deposit may be withheld for one of the following possible reasons:
Our Customer Support Team will contact you to resolve the issue and advise you on the further steps. In the meantime, we suggest looking at previous emails sent by us to you.
Should you require any further information, please contact us via email at [email protected].
It is our policy that any credit/debit card deposits should be withdrawn to the card in question first, before refunding to any other method, even if other methods were used for funding.
Kindly note that after withdrawing via credit card, any deposits that were made should be refunded via this method too. Once all deposits from the above mentioned payment methods are fully refunded, you will then be able to withdraw (via bank transfer), to an account under your name.
Viverno is a fully regulated company and we are required to adhere to security policies designed for the security of both our clients and ourselves. We are required to obtain card copies/bank statement of any card/account that was successfully used to deposit into a client’s account to ensure that the card/account is owned by the owner of the trading account, we are also not allowed to send out funds to the client without first having all necessary documents of the client.
Please note that sending your card copies/bank statement is absolutely secure and nobody can use it for any fraudulent activities, as we have all the necessary measures in place to keep your documents and information safe and anonymous.
The reason we require your card copies/bank statement is for the secure verification of your deposits. Kindly hide any personal information you may be concerned about and please allow only your name and the last four (4) digits of the card xxxxxxxxxxxx1234 that was used to fund your account to remain visible.*
*Please note that if you fail to cover the aforementioned sensitive information on your credit card copies, we will not be able to accept them. Any communication emails containing full copies of your credit card will also be deleted. This is done for security reasons, but you can always resubmit your credit card copies covering all the sensitive info.
There are a number of reasons why your Credit/Debit card may have been declined:
You may not have provided the 3D verification code and/or did not complete the 3D Security steps for the transaction to be completed.
Finally, please check with your card issuer to ensure that your card has been authorized for online transactions and that there are not any protections in place that are preventing us from charging it.
If your transaction is rejected by your card issuer, then you should contact them to find out the exact reason.
If you, however; believe that your payment method is valid and everything is in order, please try redepositing again. You may also try depositing using a different card or a different payment method.
Viverno offers Negative Balance Protection (NBP) as part of the Client Agreement so in the event that a negative balance occurs in the Client’s Trading Account due to Stop Out, the Company will make a relevant adjustment of the full negative amount so that the Client does not suffer the loss as per our Negative Balance Policy.
For more details please refer to our Best Interest and Order Execution Policy.
Trading Forex/CFDs is highly speculative and can lead to both profits and losses. It is important to understand that if the markets move against you, you could lose all your invested capital. It is therefore crucial that you only invest capital that you can afford to lose and manage your risk and capital properly. Read full Risk Disclosure.
Keep in mind though, that Viverno maintains a “negative balance protection policy” which means you can never lose more than what you have invested.
When it comes to trading Forex/CFDs it is important to remember that the financial markets are highly complex and that there is no such thing as a “single formula to success”. There are many variables that can affect the direction of an asset and it is therefore important to invest time and effort in education. Viverno provides a great number of online webinars, courses and videos on trading. You may also wish to consider trading on a demo account before investing your own capital.
Margin represents a security deposit which is at least required to open a trade. In plain terms, margin is the amount you are contributing to a certain trade and in essence it is also the amount you stand to lose should the markets move against you. Margin is also the term used for the amount of money that you need to keep in your account to sustain a position, called the maintenance margin.
Eventually, if your position threatens to wipe your account clean, there will be a point where the position will be automatically closed, this is called a margin stop-out. In order to sustain your positions open, the automatic closing of your position could be prevented by depositing more funds or by closing some of the open positions in order to increase the margin.
A spread is simply the price difference between where the trader may purchase or sell an underlying CFD asset, this is commonly referred to as the bid and ask price. You can think of the spread as the trading cost for placing a position; smaller spreads essentially enable you to reduce your trading costs thus making profits larger or losses smaller, after you close your positions.
For example, if the BID price is 1.2634 and ASK price is 1.2636, the Spread is the difference between the two: 2 pips.
CFD stands for “Contract for Difference”. Rather than negotiate or physically exchange the financial asset (e.g. physically buy or sell the stock of a company), the CFD is a transaction in which two parties agree to exchange money on the basis of the change in value (price) of the underlying asset, occurred between the point at which the position is opened and the moment when it is closed.
With CFDs there are no fixed amounts. When placing your order, you determine how much value is designated to a pip. While your position is open, your profit or loss is determined by this criterion.
It is important to note that a CFD is a leveraged product, which means you only pay a margin (collateral) in order to open a trade, which corresponds to a fraction of the actual position value. Using leverage also means that you only need to deposit a small percentage of the full value of the trade in order to open a position. This is called ‘trading on margin’. While trading on margin allows you to magnify your returns, losses will also be magnified as they are based on the full value of the position.
Please ensure that you understand all risks associated with CFD trading before placing your order.
Please note that your trades might be closed automatically due to Stop Out or when the Stop Loss and/or Take Profit is triggered.
A stop out level is a specific point at which all the active positions are closed automatically because of a decrease in the margin level of the client. In the event that there is insufficient Margin in the Clients Account or in the event that the deposited Margin is not sufficient to meet the required Margin rates, as determined by Viverno, we shall have the right but shall not be obliged to start closing Client’s positions starting from the most unprofitable, when the Margin level is less or equal to 100%. In the case where the margin level is equal to or less than 50%, the client’s positions shall be automatically closed, starting from the most unprofitable, at the market price.
Stop Loss and Take-Profit orders are used to automatically close an open position. With a Stop-Loss, losses should be limited, while the Take-Profit is used to protect profits. Once the market price reaches the Stop-Loss or Take-Profit level, the position is closed at the current available market price. However, with both order types, it cannot be guaranteed that the predetermined exit level will exactly match the actual exit price. If the market price rises or falls above/below the predetermined exit level, higher profits or losses than the desired ones may occur.
Every instrument has a BUY price and a SELL price. This difference in price is called the spread, and contains the commission which we charge on each trade.
As soon as you open a trade, the current rate shown is the one at which the position would close.
For example, when you open a BUY trade, it will open at the BUY price, and close at the SELL price. When you open a SELL trade, it will open at the SELL price, and close at the BUY price. Due to the difference between the two rates, a new trade always shows an immediate loss.
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