Cryptomus locked the balance mid-week and support wants "source of funds"

Withdrawal button is dead. Balance renders, ticket comes back asking for source of funds and a description of the business.

21.4k usdt on tron. It built up over about five weeks because I was using their swap leg instead of moving it out and back, which was lazy and I know it was lazy, so skip that part.

What I want to know from anyone who has been through this specifically: what do they actually accept as source of funds, and does answering it get you unlocked or does answering it get you a second question.

you know the answer, you typed it yourself in the third line. custodial balance, five weeks, their swap

answer the question properly and boringly and you'll probably get it. it's not a punishment, it's a file someone has to close

They are a registered MSB in Canada, and that cuts in both directions. It is why the question arrives in that formalised wording rather than as a vague suspicion, and it is also why there is a named entity with an obligation to have a process, which is more than several of their competitors can say.

What closes these is dull completeness, not persuasion. Send one document containing, per transaction: the invoice reference, the date, the amount, the on-chain hash, and one line saying what the customer bought. Match the totals to the balance exactly; a discrepancy of forty dollars will cost you a week while somebody asks about the forty dollars.

Do not send a narrative explaining your business model. They did not ask for one and it invites the second question you are worried about.

Locked account or locked withdrawal? And did the swap activity start before the balance built up or after?

Every one of these I have read closely, the exchange leg is what pulls the file. Straight gateway in, gateway out, nobody looks. Start swapping between assets inside the account and you are using it as an exchange, which is a different regulated thing.

Withdrawal only, account otherwise fine, invoices still settling in. Swap came first, then the balance built.

So probably yes.

Custodial is a policy, not a defect

The thread keeps calling this a freeze. It is not a freeze, it is the product working as designed and you meeting the design for the first time. A custodial gateway holds your money by definition; the interesting question was never whether they can stop a withdrawal, it is how long they typically hold and what makes them look.

	Where the money sits	What that means for you
Cryptomus	hosted balance, withdraw on demand	they hold it until you ask, and can decline to release while a file is open
NowPayments	auto-forward, or their balance if you leave it	the custody window is yours to choose and most people choose badly
Coinremitter	direct to your wallet	no parking, so nothing to hold
Self-hosted	your wallet, always	nobody to ask

The source-of-funds pack

Build it once and keep it current, because you will be asked again somewhere else eventually. One spreadsheet, one row per settled invoice, columns: date, invoice reference, gross, net after fee, coin, chain, on-chain hash, product or service sold. Export it as a PDF with a total that reconciles to the exact balance under review. If a customer is identifiable and you would rather not identify them, a product line and an order number is nearly always enough — they are matching money to activity, not building a case about your buyers.

What not to include: your margins, your traffic sources, your other accounts, and any sentence beginning "as you can see, we are a legitimate". Every extra fact is a new thing that can be asked about.

The rule this should leave you with

Withdraw on a schedule, not on a feeling. Daily if the volume justifies the fees, weekly at worst. A gateway balance is a queue, not a treasury, and the moment it starts looking like a treasury you have handed someone else a decision about your working capital.

One thing I have not tested and will not pretend to: I have never watched this process run at six figures, and I would expect it to look considerably less procedural up there.

Short version: send the boring spreadsheet, then stop using the balance as an account.

Is what i write in every thread like this and nobody listen. Withdraw every day. Not every week.

Anyway good post.

Released. Day eleven, one hour after I sent the spreadsheet, no second question.

Credit where it is due — the boring document did it and nothing else I tried moved anything. Balance goes out nightly now and the swap leg can stay unused.