This annex is an integral part of the Terms and Conditions of use of El Dorado's Platform, and its purpose is to establish the applicable procedure for the different scenarios of account deactivation, as well as the treatment of digital assets held in the User's wallets within the Platform environment.

1. Classification of Account Deactivation Events

   Account deactivation may occur under the following circumstances:

   1. Voluntary Closure at the User's Request

      This applies only when a User voluntarily decides to request the deactivation or closure of their account. The Platform's procedure is outlined below:

      1. If the Wallet contains funds:
         1. The User may request account closure through written communication sent to El Dorado's Customer Service Desk (ATC).
         2. Once the request is received, a support ticket will be opened, and ATC will inform the User that they have twenty-four (24) hours from notification to withdraw all available funds from their wallet, as a prior step to account closure.
         3. Once this period ends, the account will be disabled, and the User will no longer be able to access the application.
         4. To proceed with the return of funds, the ATC team will transfer the amount to an external wallet provided by the User, after deducting an administrative fee of one percent (1%) of the total amount, plus any applicable network fees.
         5. After the return is completed, El Dorado will permanently close the User's account and notify them via the email address registered on the Platform.
      2. If the Wallet does NOT contain funds:
         1. The User may request account closure through written communication to ATC.
         2. Once received, ATC will confirm via email that the account has been disabled.
   2. Involuntary Closure Due to Breach of Terms and Conditions
      1. If the Platform detects signs of fraud, scam, suspicious transactions, misuse of the system, or any other breach of the Terms and Conditions, El Dorado will proceed to deactivate or ban the User's account without prior notice. Once deactivated, the User will no longer be able to use the application.
      2. If the ban is due to a violation unrelated to illegal activities, ATC will return the funds available in the User's Wallet in accordance with the terms and conditions, and the account will be permanently closed.
      3. If the ban and closure are due to fraud, attempted fraud, suspicious transactions, or similar illicit activities, the funds in the Wallet will be immediately frozen until:
         • A competent authority issues an explicit order on their disposition; or
         • The corresponding investigation by administrative or judicial authorities is concluded.
      4. In such cases, El Dorado will activate its internal reporting and cooperation protocol with authorities, which includes:
         • Filing a Suspicious Activity Report (SAR) with the relevant authority, in compliance with legal obligations.
         • Filing a criminal complaint before the competent authority if the funds are subject to investigation for any of the above-mentioned offenses.
      5. The User expressly acknowledges that the retention of funds in these cases may be for an indefinite period, subject to the duration and decisions of the competent authorities.
   3. Closure Due to Inaccessibility of the Account by the User
      1. If the User cannot access their account for reasons beyond their control and El Dorado's, such as the loss of access credentials or the registered email address, and they request account closure, the following procedure shall apply:
      2. The User must contact ATC and go through an identity verification process to prove account ownership.
      3. Once verified, the User may request the return of funds held in their Platform wallet.
      4. The account will be disabled, and the User will no longer have access.
      5. ATC will proceed to return the funds to an external wallet provided by the User, after deducting a 1% administrative fee and applicable network fees.
      6. After the return, the account will be closed, and the User will be notified by email.
      7. If there are no funds in the wallet, the deactivation and closure will occur immediately following identity verification.
2. Provisions on Fund Management
   1. All fund returns shall be considered final and irrevocable and must be processed by El Dorado within a maximum period of fifteen (15) business days.
   2. If the User fails to provide an external wallet address within the period indicated by ATC for the transfer or refund, it will be understood that the User does not wish to recover the funds and waives any remaining balance, unless there is a legal obligation or an authority's order requiring the Platform to retain the funds.
   3. The Platform will not be responsible for any losses caused by errors in the wallet address or network provided by the User.
   4. Account closure, regardless of the cause, does not release the User from any outstanding contractual or legal obligations with third parties or with El Dorado.

Last modified: June 30th, 2025.