“The bank refused a client to withdraw his own money from the card in cash. Why? Bank operators said that “the boss does not allow large withdrawals”. The participants read the public offer of this bank, and did not find any prohibitions in this regard. Presumably, this is because they are required to withdraw at the cash desk without interest, and at the ATM they will charge interest,” consumers said.

One user shared her story.

“2 years ago there was such a situation, at the cash desk of the bank they did not cash out their own card, they sent it to an ATM. Since I urgently needed money, I withdrew it. And then I called the Central Bank, where the head of the plastic card department explained to me that the employees had violated the rules. Only when cashing out at another bank, a commission is possible,” she said.

It is emphasized that many faced such a problem. Participants write that they had to go around several branches a day in order to withdraw the required amount.

According to the Central Bank, one can cash out funds freely in the following ways:

- at the cash desks of any bank; 
- through payment terminals installed at the cash desks of banks (their branches, mini-banks and banking service centers); 
- through ATMs.

When withdrawing funds at the cash desk or payment terminals, as well as at ATMs, a commission may be set. The size of the commission each bank sets independently.

There are no restrictions on the requested amount. However, if you are withdrawing money through an ATM, the required amount may not be enough in the machine, due to a certain number of banknotes.

“In cases where ATMs do not work or do not dispense money, users can contact the bank numbers indicated nearby. Also, at ATMs of certain banks, one can cash out money without a bank card using SMS and QR codes. It is enough to have a mobile banking application and use this service at the relevant ATMs,” the Central Bank concluded.