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BitGo IRA and Horizon Custody Withdrawal Requests

BitGo IRA and Horizon Custody Withdrawal Requests

Problem

Customers with BitGo Trust IRA accounts (including Bitcoin IRA and Roth IRA accounts) or Horizon custody accounts submit withdrawal and distribution requests. These tickets cover a high volume of custodial withdrawal processing requests as well as occasional account setup, wallet creation, and funding inquiries for IRA custody products. The requests are routed through a consistent internal workflow and are typically handled by a single processing agent.

Diagnostics

  • Identify the account type: Determine whether the request is associated with a Bitcoin IRA, BitGo Trust IRA, Roth IRA (Bitcoin IRA), or Horizon custody account. The ticket subject line typically indicates this (e.g., "Bitcoin IRA - Withdrawal Request", "Horizon - Withdrawal Request", "IRA Distribution Request - Roth IRA (Bitcoin IRA)").
  • Determine the request type: Confirm whether the customer is requesting a withdrawal/distribution, wallet setup, funding/wire instructions, or general account questions.
  • Check the Salesforce case reference: Each ticket maps to a Salesforce case (prefixed SF#). Verify the SF case number to locate the corresponding custody operations record.
  • Verify processing status: Check whether the withdrawal or setup request has already been actioned or is pending in the custody operations queue.
  • Note: The source tickets in this cluster contain minimal diagnostic detail and resolution specifics — all 50 sampled tickets have empty problem descriptions and resolution bodies, with only timestamps and a single creator ID. The resolution confidence across all tickets is rated medium. Detailed step-by-step resolution workflows are not documented in the available ticket data.

Resolution

Important caveat: The 50 source tickets in this cluster uniformly lack problem descriptions, agent diagnostic notes, and resolution details. All tickets were created or resolved by the same agent within a narrow time window, suggesting bulk processing or migration activity. The scenarios below are inferred from ticket subject lines and patterns only. Agents should consult internal custody operations runbooks for authoritative procedures.

Scenario: ira-nandish-dave-horizon#ira-withdrawal-request

Trigger: Customer with a Bitcoin IRA or BitGo Trust IRA account submits a withdrawal or distribution request.

Signals: Bitcoin IRA, BitGo IRA, BitGo Trust IRA, Roth IRA, IRA withdrawal, IRA distribution, custodial withdrawal

Steps:

  1. Confirm the Salesforce case number from the ticket subject (e.g., SF#00042073, SF#00043485).
  2. Locate the corresponding IRA custody account in the internal custody operations system.
  3. Verify the customer's identity and that the withdrawal request has been properly authorized per BitGo Trust IRA procedures.
  4. Process the withdrawal or distribution according to the BitGo Trust custody operations runbook.
  5. Update the Salesforce case and the support ticket with the processing outcome.

Notes: These requests span multiple IRA sub-types including standard IRA, Roth IRA, and Bitcoin IRA-branded accounts. Source tickets do not contain details on specific assets withdrawn or error conditions encountered. Consult the custody operations team if the request involves non-standard distribution types.

Scenario: ira-nandish-dave-horizon#horizon-withdrawal-request

Trigger: Customer with a Horizon custody account submits a withdrawal request.

Signals: Horizon, Horizon withdrawal, Horizon withdrawal request

Steps:

  1. Confirm the Salesforce case number from the ticket subject (e.g., SF#00082300, SF#00084600).
  2. Locate the Horizon custody account in the internal custody operations system.
  3. Verify authorization and identity per Horizon custody withdrawal procedures.
  4. Process the withdrawal per the custody operations runbook for Horizon accounts.
  5. Update the Salesforce case and the support ticket upon completion.

Notes: Horizon withdrawal requests follow the same general pattern as IRA withdrawal requests but are tracked under a separate product line. Source tickets do not specify coins, chains, or amounts involved.

Scenario: ira-nandish-dave-horizon#ira-account-setup-funding

Trigger: Customer requests IRA wallet setup, general IRA account questions, or wire funding instructions.

Signals: IRA setup, open IRA wallet, Bitcoin IRA setup, wire instructions, funding wallet via IRA, IRA account questions, Bitcoin & Ethereum IRA wallets

Steps:

  1. Identify the specific request: wallet creation, account setup guidance, or wire/funding instructions.
  2. For wallet setup requests, follow the BitGo Trust IRA wallet provisioning process and coordinate with the custody operations team.
  3. For wire funding instructions, provide the customer with the appropriate BitGo Trust wire details per the custody operations runbook.
  4. For general account questions, refer to internal IRA documentation or escalate to the custody operations team as needed.
  5. Update the Salesforce case and ticket with the resolution.

Notes: A small subset of tickets in this cluster involve setup and funding rather than withdrawals. Source tickets do not contain the specific wire instructions or setup procedures provided to customers.

Related

  • keycards-and-private-keys — Relevant if IRA or Horizon wallet setup involves key generation or keycard procedures.
  • best-practices-for-security-safeguards — Relevant for reviewing withdrawal approval policies on custody wallets.
  • No additional closely related articles identified due to limited detail in source tickets.