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BitGo Singapore Pte Ltd.

Last updated: June 19, 2025

Licenses:

  • Singapore: BitGo Singapore Pte. Ltd. is regulated by the Monetary Authority of Singapore (MAS) with a Major Payment Institution License.

BitGo Singapore Pte Ltd. offers the following products and services:

  • Custodial wallets

  • Staking

  • Trading


THE DISCLOSURES IN THIS SECTION TITLED “BITGO SINGAPORE PTE LTD” ARE FOR PERSONS IN SINGAPORE ONLY.

BitGo Singapore Pte Ltd is a Singapore-incorporated private limited company which is licensed by the Monetary Authority of Singapore (“MAS”) to provide digital payment token (“DPT”) and cross-border money transfer services. If you are a retail customer in Singapore as defined in the MAS Guidelines on Consumer Protection Measures by DPT Service Providers [PS-G03], BitGo Singapore Pte Ltd may provide you with its “Trading” and “Custodial Wallets” services. If you are a customer in Singapore other than a retail customer (i.e. an accredited investor), BitGo Singapore Pte Ltd may provide “Trading”, “Custodial Wallets” and “Staking” services to you.

The key risks and features of the “Custodial Wallets” services are set out in a separate Custodial Services Agreement to be entered between you and BitGo Singapore Pte Ltd (“CSA”). The key risks and features of the “Trading” services are set out in a separate Master Purchase Agreement to be entered between you and BitGo Singapore Pte Ltd (“MPA”). The key risks of the “Staking” services are set out in the Staking & Delegation Services Terms.

Risk Warning

The Monetary Authority of Singapore (MAS) requires us to provide this risk warning to you as a customer of a DPT service provider.

Before you:

(a) pay your DPT service provider any money or DPT; or

(b) pay a third party any money or DPT under an arrangement by your DPT service provider,

you should be aware of the following.

  1. Your DPT service provider is licensed by MAS to provide DPT services. Please note that this does not mean you will be able to recover all the money or DPTs you paid to your DPT service provider or any other third party referred to above, if your DPT service provider’s or the third party’s business fails.

  2. You should be aware that MAS does not supervise or regulate your DPT service provider for the provision of unregulated services.* This includes any service of trading digital payment token derivatives such as futures.

  3. You should not transact in the DPT if you are not familiar with this DPT. This includes how the DPT is created, and how the DPT you intend to transact is transferred or held by your DPT service provider.

  4. You should be aware that the value of DPTs may fluctuate greatly. You should buy DPTs only if you are prepared to accept the risk of losing all of the money you put into such tokens.

  5. You should be aware that your DPT service provider, as part of its licence to provide DPT services, may offer services related to DPTs which are promoted as having a stable value, commonly known as “stablecoin”.

*Please refer to Section 2.3.1 of the Guide to the Payment Services Act 2019 (which can be found on the MAS website) for the types of payment services which are regulated under the Payment Services Act. Services which do not fall within the list of services in Section 2.3.1 are unregulated services.

Losses of Customers’ Assets

In the event of losses of customers' digital assets arising from fraud, gross negligence or wilful misconduct on the part of BitGo Singapore Pte Ltd:

(a) Customers are advised to promptly report any losses and associated suspicious activity to BitGo Singapore Pte Ltd’s support team through support@bitgo.com;

(b) BitGo Singapore Pte Ltd will investigate the matters and endeavour to provide a resolution within 90 days. In any event, BitGo Singapore Pte Ltd will provide the affected customer with an updated within this timeline; and

(c) As part of BitGo Singapore Pte Ltd’s investigations into the matter, BitGo Singapore Pte Ltd may contact the customer and/or any other relevant third parties for further information.

Safeguarding of Digital Assets

BitGo Singapore Pte Ltd will safeguard the digital assets received from the customer in a trust account maintained by BitGo Singapore Pte Ltd (fees in respect of the safeguarding service are identical to those in respect of the Custodial services set out above). BitGo Singapore Pte Ltd will not commingle a customer’s digital assets with the digital assets of its other customers. The Digital Assets will be stored in devices, which may be located in a foreign jurisdiction. The laws and practices in the foreign jurisdiction may be different from the laws and practices in Singapore, and any such differences may affect the ability of the customer to recover the customer’s assets. Further information on the safeguarding procedures may be found in the CSA.

Conflicts of Interest

As a provider of a broad range of financial services, BitGo Singapore Pte Ltd may face actual and potential conflicts during the course of its activities. These may arise from any one or combination of the following:

(a) BitGo Singapore Pte Ltd and customer relationships;

(b) BitGo Singapore Pte Ltd and other third party service provider (including BitGo, Inc. and BitGo Trust Company, Inc.) duties;

(c) Employee interests which potentially compete with BitGo Singapore Pte Ltd products or services; and

(d) Potentially competing interests between two or more customers.

BitGo Singapore Pte Ltd utilises various means to prevent and manage conflicts of interest, which include the following:

(a) Employee compliance policies and directives that require disclosure, monitoring and reporting of conflicts of interest that arise involving an employee, BitGo Singapore Pte Ltd, and/or a customer;

(b) Clear governance rules relating to the handling and management of third-party relationships;

(c) Mandatory legal, risk and compliance reviews monitoring whether specific activities will give rise to conflicts of interest; and

(d) Provision of internal guidance and training on the handling and disclosure of conflicts of interest.

BitGo Singapore Pte Ltd discloses conflict of interest in cases where it is not possible to avoid or resolve the conflict. Such disclosure is made in a clear and direct manner, using the appropriate medium. The disclosure must be able to be understood by the affected customer, particularly in respect of the risks of potential damage to the customer’s own interest.

Security Measures

BitGo Singapore Pte Ltd implements robust security measures to mitigate the risk of loss of customer digital assets due to cyber attacks. This includes storing the customer digital assets in cold wallets and requiring manual authorization by more than one person for any transfer of digital assets out of cold wallets, implementing MAS’s principles of “never alone”, “segregation of duties” and “least privilege” in our internal custody and wallet management policies, implementing a risk monitoring system for any withdrawals out of cold wallets, conducting independent audits on our custody and custody management systems and encouraging clients to create multiple cold wallets if assets exceed a certain threshold to reduce loss. The cold wallets’ private keys are stored offline. As cold wallets are not connected to the internet or any other form of online or wireless communications, they provide a higher level of security as they may be less susceptible to cyber-attacks."

Complaints

As a customer of BitGo Singapore Pte. Ltd. (“BitGo”), you may submit complaints regarding any of BitGo’s services and/or products. Complaints can be submitted electronically to the following email address: support@bitgo.com, with the subject line: “Official Complaint about BitGo Singapore Pte. Ltd.”.

Important: Please use this email address exclusively for submitting complaints. Complaints sent to any other email addresses will not be considered.

To process your complaint, the following information is required:

  • Subject: Official Complaint about BitGo Singapore Pte. Ltd.

  • Full contact details (name, address and email address)

  • A detailed description of the issue

  • Copies of all relevant supporting documents (if available)

BitGo will confirm receipt of your complaint within 5 business days from the date on which the complaint is received. Within 20 business days from the date on which the complaint is received, BitGo will send to you one of the following:

  • BitGo’s final response with:

  • written reasons for rejection if the complaint is rejected; or

  • any remedial actions which have or will be carried out by BitGo; OR

  • if no final response is provided, a written response informing you of all the following:

    • the reason(s) for any delay in providing BitGo’s final response;

    • an indicative reasonable timeframe for the final response to be furnished;

    • any escalation of the complaint to BitGo’s senior management; and

    • your right to refer the complaint to a dispute resolution scheme.

BitGo will document each complaint received and the outcome of the assessment properly.

Exchange Rate

For cross-border money withdrawals involving BitGo Singapore Pte. Ltd., clients are hereby informed that any conversion of fiat currency will be executed at an exchange rate determined based on the relevant spot rates as provided by DBS Bank to BitGo Singapore Pte. Ltd.

For other DPT transactions involving BitGo Singapore Pte. Ltd., any conversion will be executed at an exchange rate determined at the sole discretion of BitGo Singapore Pte. Ltd.