BitMart has launched a new user engagement portal where customers can submit questions about withdrawals, provide feedback and share possible restructuring ideas as the exchange continues a financial review with Alvarez & Marsal.
The new portal gives users a formal way to raise concerns about withdrawals, BitMart’s current action plan and its future direction. Submissions will be reviewed by BitMart, Alvarez & Marsal and the exchange’s legal advisers as part of the ongoing assessment.
The portal was launched about a week after BitMart appointed Alvarez & Marsal as its financial adviser on Sept. 9. The firm is helping review BitMart’s finances, stakeholder claims and withdrawal arrangements after the exchange suspended trading.
Users must select “User Engagement Portal” when submitting a request. BitMart said submissions made under other categories will be handled as normal customer support tickets and will not be included in the assessment.
Customers can submit withdrawal questions, general feedback, potential investor or restructuring proposals, and other enquiries. They can also include relevant dates, transaction details and supporting documents.
Users must verify their submission through an email before it is officially filed. After verification, BitMart will send a confirmation with a ticket number.
The exchange has asked users to submit only one ticket for each issue. It also warned that because of the expected volume of submissions, it may not be able to respond individually to everyone.
BitMart has made it clear that the new portal does not process individual withdrawals. Sending a request will not change the status of a user’s account or assets.
Withdrawals have remained a major concern since BitMart began shutting down its trading operations. The exchange announced a phased shutdown on July 26, stopping new registrations, crypto and fiat deposits and new spot orders. Futures accounts were moved to reduce-only mode.
Trading services ended on Aug. 26. BitMart had originally planned to end wider trading platform operations on Jan. 31, 2027, while allowing users limited access to their accounts to view records and submit withdrawals.
Concerns about customer funds appeared before trading ended. On Aug. 17, a group of users and employees called for more information about BitMart’s reserves, assets, liabilities and wallets. They also asked for a repayment plan and independent review of the exchange’s financial position.
BitMart had previously said withdrawals remained available during the shutdown process, although some requests could require identity checks, sanctions screening, source-of-funds reviews and wallet ownership verification.
In August, BitMart also began looking at restructuring and a possible phased restart instead of continuing only with its original shutdown plan.
On Aug. 21, the exchange said it was considering creditor distributions and the possibility of restarting selected operations. White & Case was appointed as restructuring counsel to review the available options.
However, no restart had been approved at that time. BitMart said any future return to operations would depend on legal, financial, operational and regulatory reviews.
The new user portal now includes a specific section for potential investors and restructuring proposals. These submissions will be considered as part of the ongoing review with BitMart’s advisers.
BitMart has also warned customers about scams and impersonation attempts during the process. The company said users should rely only on the official portal and verified emails from its support system.
The exchange said it will never ask customers for passwords, two-factor authentication codes, private keys or seed phrases.
BitMart plans to provide further updates on its action plan and financial review. The company also intends to appoint an independent third party to oversee operations and the safekeeping of assets during the review.
