If your transaction has been delayed for more than 30 minutes, it may be temporarily frozen by our compliance system for additional review.
This is an automatic protection measure under Uzbekistan’s AML/CFT (Anti-Money Laundering and Counter-Terrorism Financing) regulations.
CityPay is a licensed Virtual Asset Service Provider (VASP), and every transaction undergoes security screening to protect customers and prevent illegal activity.
Why this happens
Our system automatically checks every outgoing transaction and recipient wallet address.
A transaction may be frozen or rejected if the recipient wallet is associated with:
Gambling-related wallets
Sanctioned or blacklisted entities
Darknet marketplaces
Mixers or anonymizing services
High-risk jurisdictions or suspicious transaction history
Wallets previously linked to fraud or scam activity
How to know your transaction is frozen
If you don’t receive your funds within 30 minutes, it means your transaction has been automatically frozen by the system for compliance verification.
Our Compliance Department reviews all such transactions individually before any decision is made.
Refund process
If your transaction is rejected after review, the funds are usually refunded to your CityPay wallet within 48 hours (2 working days).
However, please note:
Refunds are not guaranteed in all cases.
They depend on the type of transaction
Multiple frozen transactions
If your account records multiple frozen transactions, your account may be temporarily blocked for deeper compliance verification.
In such cases:
Account unblocking and refund processing may take an additional 48 hours (2 working days) or more.
Unblock and refund are not guaranteed, as they depend on the results of the compliance review.
Important notes
CityPay cannot manually unblock or process transactions that fail AML/CFT screening.
You may use a different recipient wallet if the previous address was rejected, but once an address is flagged, it cannot be reactivated.
These protective measures are in place to safeguard your funds, prevent fraudulent activity, and ensure compliance with national and international regulations.