Customer Service

We communicate with customers sincerely.


Guidance for completing Know Your Customer(KYC) and Customer Due Diligence(CDD) Process

Guidance for completing
- Know Your Customer(KYC)
- Customer Due Diligence(CDD)

It’s Delio, the No.1 Crypto Finance Group.

To prevent illegal acts such as money laundering, Delio is now enforcing KYC&CDD process that verifies customer identities, the purpose of trading, source of capital, actual owner, and your account.

※ Guidance※

◼︎ Date of Enforcement: February 10, 2022 (Thursday) 00:00(Korean time) ~
◼︎ Service suspension: February 9, 2022 (Wed) 21:00 to 23:59(Korean time)
During the service suspension, it is not available to use deposit and withdrawal and other services.
◼︎ Subjects: New and current members
◼︎ Procedure:
It will automatically be progressed if members launch the Delio mobile application or access the official website (
1. Enter basic information such as English name, address, actual owner of capital, etc.
2. Enter additional information such as occupation, the purpose of trading, source of capital.
3. Verify your account
4. Authenticate identity by shooting an identity card.
5. Complete authentication

◼︎ Precaution
If the customer does not complete tri-level verifications (cell phone, account, identity card), deposit and withdrawal and other services will not be available.

◼︎ Preparation of KYC&CDD process
- Identity card or Driving license
- Bank or Security account under your name
- Installation of Delio mobile Application

※ KYC&CDD Precaution※

◼ Suspension of deposit and withdrawal of members who have not completed KYC/CDD/EDD process
Members who have not completed KYC, CDD process after 00:00 on February 10, 2022 (Thurs), will be suspended from using the deposit, withdrawal, and service, and upon completion of customer verification, the use of the deposit, withdrawal, and service will resume.
◼ Submission of additional data for high-risk group customer
Even after going through the KYC procedure, for those considered to be a high-risk group customer, verification will be deferred, deposit and withdrawal will be suspended.
In this case, other than the customer KYC procedure, additional data is needed and there will be a more enhanced authentication process (Enhanced Due Diligence, EDD).
※ If the customer denies submitting data needed or if the verification is not enough based on the data submitted, usage of service can be denied.

◼ Period of KYC&CDD Process
Depending on the customer risk assessment, KYC&CDD process must be carried out again every 6 months to 3 years.

◼ The use of the service will be restricted if it is impossible to verify the real name through mobile phone identity authentication, such as overseas residents or foreigners.
◼ Minors are not allowed to use the service.
◼ Detailed implementation procedures will be announced later.

Thank you.


Fee policy for withdrawal of virtual assets

The following fees are charged when withdrawing virtual assets from Delio Bank.

Virtual asset type Transmission fee (Gas fee) Withdrawal fee
Bitcoin (BTC) Charged according to network conditions 2,000 won worth of Bitcoin
Ethereum (ETH) Charged according to network conditions 2,000 won worth of Ethereum
Ripple (XRP) Charged according to network conditions 1 XRP

· There is no fee for transfers within Delio Bank.

· No withdrawal fee is charged for virtual assets other than Bitcoin, Ethereum, and Ripple.

· Please check the transfer fee for virtual assets other than Bitcoin, Ethereum, and Ripple when withdrawing.