Skip to main content

CEO Involvement

When CEO approval or involvement is required.

CEO Approval Required​

Financial Approvals​

  • CSR withdrawal ≥300,000 — CEO approval
  • USDT withdrawal (any amount) — CEO + CIO approval
  • Exceptional refund (>€25K) — CEO approval

Business Decisions​

  • Major policy exception — CEO approval
  • Strategic partnership exception — CEO decision
  • High-profile situation — CEO awareness/decision

CEO Is NOT For​

Most situations do not require CEO involvement:

  • Standard withdrawals (under 300K CSR) → Normal approval chain
  • Customer complaints → Support → CIO if needed
  • Technical issues → Tech team
  • Policy clarification → CIO
  • Termination decisions → CIO

How CEO Approval Works​

For Large CSR Withdrawals​

  1. Customer requests withdrawal ≥300,000 CSR
  2. System flags for CEO approval
  3. CIO prepares approval request
  4. CEO reviews and approves/denies
  5. Processing continues after approval

For USDT Withdrawals​

  1. Customer requests USDT withdrawal
  2. Both CEO and CIO must approve
  3. Dual signature required
  4. Processing after both approvals

Approval Workflow​

Timeline Impact​

  • CEO only — +1-2 business days
  • CEO + CIO — +2-3 business days
  • Complex situations — +3-5 business days

Requesting CEO Involvement​

Support team does NOT contact CEO directly.

Process​

  1. Escalate to CIO with full documentation
  2. CIO evaluates if CEO involvement needed
  3. CIO prepares CEO briefing
  4. CIO obtains CEO decision
  5. CIO communicates back to support

What CIO Needs From You​

  • Full case documentation — All relevant info
  • Clear issue summary — 1-2 sentence overview
  • Financial details — Exact amounts, currencies
  • Customer history — Account standing, history
  • Risk assessment — Your evaluation
  • Recommendation — If appropriate

After CEO Decision​

  • Document decision — CIO
  • Communicate to support — CIO
  • Process transaction — Finance/Support
  • Update customer — Support
  • Archive documentation — Compliance

Confidentiality​

CEO involvement is confidential:

  • Don't tell customer "CEO is reviewing"
  • Use "senior management review"
  • Don't share internal approval chains
  • Protect decision-making privacy