Reference for the holders of BTA Bank payment card

1. Types of international cards services outside the territory of the Republic of Kazakhstan:

Electronic: Visa Electron, Maestro International, Visa Electron Instant

With the help of these cards you will be able to receive cash from ATMs and execute payments in trade and service outlets having Visa/Visa Electron or MasterCard/Maestro logo. Transactions via these cards are executed only via electronic devices, i.e. ATMs and POS-terminals. Holders of Visa Electron Instant, VISA Electron / Maestro International cards can be serviced within the limits of their own funds available on bank account.
Classic: Visa Classic, MasterCard Standard

Via these cards you will be able to receive cash from ATMs and execute payments for goods and services all around the world in the outlets having Visa/Visa Electron or MasterCard/Maestro logo. They can be maintained both in electronic and mechanical devices. Via these cards you can book a hotel room, air tickets and rent a car.
Gold: Visa Gold, MasterCard Gold

These payment cards are the indicative of solvency and respectability of the client. They guarantee worldwide high quality servicing all around the world as well as wide range of additional services and advantages like good discounts when purchasing goods and services abroad, great offers from hotels and car lending companies etc. Gold cards also provide for bank loan extension. Holders of these cards may make use of Customer Assistance Service of Visa International and MasterCard International Payment systems (Visa/MasterCard Global Service).
Platinum: Visa Platinum, MasterCard Platinum

These payment cards are the indicative of a high status of the client, and intended for those who appreciate prestige and worldwide recognition. Worldwide network of good partners provide special servicing to the holders of these cards, offering a wide range of additional advantages like good discounts when purchasing goods and services abroad, paying for services of hotels and car lending companies etc. Platinum cards also provide for extension of a bank loan for large amounts, provision of good comfort in business trips and travels. Holders of these cards may make use of Customer Assistance Service of Visa International and MasterCard International payment systems. (Visa/MasterCard Global Service).

2. General Information

Payment card is issued for the period from 1 to 3 years and shall be valid until the end of the month indicated on the card.

The card shall be executed to the name of the holder and can not be given to another person. After having received the card, the holder should put down his/her signature on the back of the card.

The card can be received personally, by proxy (by power of attorney certified notary) or it can be sent by courier upon written application of a cardholder.

As soon as the cardholder receives the card he/she shall activate the card in BTA Bank's ATM by entering a correct PIN.

PIN-code is a personal identification number, a secret code intended for identification of the cardholder.

Attention! Entering of PIN-code when executing payments of cash withdrawing transactions means that such transactions were confirmed personally by the cardholder, because PIN-code numbers should be known only to the immediate cardholder.

Disclosure or transfers of PIN-code to the third persons are not allowed. In case of disclosure of PIN-code to the third persons, the Bank bears no financial responsibility on card transactions.

Cardholder has to inform the bank in writing on any changes relating to the data specified in his/her application to receive a card.

The cardholder is entitled to use the card in accordance with the terms of the Agreement on issuance and maintenance of payment card and legislation of the Republic of Kazakhstan.

If the cardholder wishes to prolong the validity period of payment card, he or she should apply to the bank branch with a special application to reissue the card 30 (thirty) days prior to end of validity period.

3. Payment in trade outlets

Non-cash payments with the using payment cards to pay for goods and services are more profitable than to withdraw cash from an ATM, because for cardholders this operation is free.

When paying for goods and services, first make sure that the enterprise trade service accept payment is of the type that has a y you (usually, in the windows of shops placed stickers indicating o payment options plastic cards).

In the calculations in retail outlets are required to present the card at the first request of the seller, and if required, and show the relevant documents certifying that it belongs to you. POS - terminal is automatically linked to the issuing bank and the checks for this amount in the account. At the positive end of the operation on the POS - terminal will print a receipt with the standard data transaction in which you want to sign. Before you do this, carefully recheck the amount of the payment and card details.

Copies of all checks or checks themselves in any case can not be left in plain sight; it is desirable to keep up to the moment that the money will be written off your account. So you will be able to prove their case in any possible financial disputes.

The issuer bears no liability in case a payment card was not accepted by the trade and service outlet

However, in all cases you need to contact the Bank by the following telephone numbers: +7 (727) 2500-111, 2500-222, or your account manager, and inform of the date / time of refusal, amount of transaction and name of the organization that refused in executing a transaction.

4. Receiving cash in ATMs.

You can receive cash from ATMs, bank units (branches) which maintain cards of these payment systems.

To receive cash from ATMs:

Please kindly insert your card into ATM slot (card-reader).
The card should be pulled into ATM.
Further please kindly follow the instructions on the screen, enter necessary commands from the keyboard (buttons are located on the both sides of the screen and below the screen):
- enter your PIN-code
- choose the amount from the screen or enter necessary amount from the keyboard.
ATM returns the card, prints out the receipt and gives you money *.

* Sequence of these procedures can vary in different systems, but they should be definitely performed.

Upon completion of card transaction due to confidentiality of information relating to the cardholder, you are recommended to take printed receipt and not to leave it near ATM.

Card transaction for active card upon correct entering of PIN-code can be cancelled by the following reasons:

requested amount can not be given by banknotes available in ATM cassettes. You should request an amount multiple to the minimal nominal of the banknotes shown in the instruction of this ATM;
requested amount exceeds the limit of a one-time withdrawal established by the dimensions of ATM design. You need to split the amount in parts and repeat this operation several times;
requested amount exceeds the amount available to the cardholder (with account of further interest of the bank for execution of card transaction, if such is provided by tariffs). You can request fewer sums, which can be clarified by printing out the receipt identifying balance available on your bank account via payment card.

When working with ATM you need to remember that in case the returned card or distributed cash are not withdrawn from the device within 20 seconds by the cardholder, both card and banknotes will be pulled inside ATM and blocked in a special section. In such cases return of the card to the cardholder can be made after clarifying the reasons of blocking the card:

by the bank that serves this ATM;
by the bank that issued your payment card after receipt of the blocked card from the bank servicing this ATM.

Restoration of the amount of card transaction (or its non-withdrawn part), written-off from the card upon authorization, can be made only after re-encashment of ATM and clarifying of cash not withdrawn by the cardholder.

In case of incorrect entering of PIN-code or exceeding of the requested amount over balance available on bank account, ATM display will show corresponding notification, execution of this transaction will be cancelled, and an offer to re-enter the transaction will be screened.

Be careful! You are given only three attempts to enter PIN-code correctly.

When receiving cash in ATM please remember that ATM can withdraw payment card in the following cases:

incorrect entering of PIN-code for more than three times;
expiration of card validity period;
untimely, for more than 20-30 second, reacting or incorrect execution of the instructions on the screen of ATM;
mechanic or electromagnetic damage of payment card;
technical failure or damage of ATM.

The Bank bears no liability in case of blocking or breakdown of ATM which resulted in damage of the card, and in case currency limitations of host state of the cardholder and established limits one the amounts received from ATMs can somehow affect interests of the cardholder.

Attention! In case you card is blocked by ATM, you need to immediately call to the Bank and block your card. This will prevent you from possible fraud on your card after its blocking by ATM.

To do this, you can apply to Card Service, working on a round-the-clock basis.

+7 (727) 2505-111 - for Almaty

+7 (8000) 805-806 - toll-free number around Kazakhstan

Cash receipt fee

For maintenance of BTA Bank cards in the networks and ATMs of other banks you are withheld a fee for the amount larger than that within BTA network (and in ATMs of Kazkommetsbank from June 17, 2014). For this reason you are recommended to withdraw large amounts at once in order to avoid commission fee losses.

Please note, that if you withdraw your cash in the units of other banks, you may be withheld a fee from 1% to 5% for being serviced by manager of that bank, depending on your host country and the bank itself. If you use ATMs, a fee is withheld only in some times, and, as a rule, in such cases ATM notifies you on the amount of a fee withheld in advance. Therefore in this case we recommend preliminary specify which bank collect minimal charges.

The amount of BTA fee for cash withdrawal can be clarified in tariffs for natural persons section

5. Receipt of cash on card via bank units (teller's offices)

The teller can require an identity document from the person presenting a card. In the absence of such document a teller can refuse to execute transaction. In CIS countries it is obligatory to enter client's passport data into check, while presenting of passport when receiving cash on card is required only in few countries; to avoid troubles, please carry it with yourself.

When executing authorization in automated mode, correctness of execution of card transaction is confirmed by cardholder's signature on the receipt. Signature on the receipt shall be put upon checking the correctness of the indicated data (name of the outlet, card number, presence of activation code, amount and currency of operation).

When executing voice authorization, Card Service can require additional information known only to the cardholder and identified by him/her when submitting the application (memorable word, date of birth, etc). Upon permission, a teller executes slip and provides the slip blank to the cardholder for signing. The cardholder checks correctness of the amount indicated on slip, date and currency of the transaction and signs a slip. Cardholder's signature confirms correctness of information in the slip.

Teller from Card Service may block the card upon the instruction of the Service. The reasons of blocking may be:

blocking of the card;
presenter of the card is not its authorized holder.

When receiving cash in bank units, please remember that a teller may cancel cash disbursement in the following cases:

validity period indicated on the card has expired;
mechanical or electromagnetic damage of the card;
the card does not belong to its presenter;
the card is in the list of lost or stolen cards;
absence of documents proving identity of the cardholder;
refusal of the issuing bank (card is blocked);
technical failure;
cash withdrawal limit is exceeded or amount of funds available on card account is insufficient

6. Card blocking

In case of loss or theft of payment card abroad, a cardholder may:

Call by telephone numbers of VISA and MasterCard helpdesk and make an inquiry:
- To obtain information - this service is available to all Visa cardholders (excluding Virtuon) and MasterCard Business, Gold, Platinum cardholders.
- To block stolen card - this service is available to Visa and MasterCard cardholders (excluding Maestro).
- To urgent cash disbursement - this service is available to Visa/MasterCard Business, Gold, Platinum cardholders.
- To urgent changing of a card - this service is available to Visa/MasterCard Business, Gold, Platinum cardholders.

Service is paid in accordance with below tariffs.

Call to the issuing bank and require urgently issuing of a card, and send it to the specified address. In such case the cardholder should pay a fee for urgent issuing of a card in double tariff as well as for priority mail services. Card issuing and delivery procedure usually takes 3-4 days.

Tariffs of World Customer Service

Type of services/ Type of cards	Classic/Standard	Business	Gold, Platinum
Reception of information on lost/stolen card	$35.00	$35.00	$35.00
Establishment of communication with the bank of a cardholder	$7.50	$7.50	$7.50
Urgent change of the card	$225.00	$250.00	$250.00
Urgent cash disbursement (up to $2000)	$175.00	$175.00	$175.00

7. Limits and Restrictions

The Bank has the right to set limits on the amount of payments made using payment cards issued to them, do not contradict the requirements of the legislation of the Republic of Kazakhstan.

Daily authorization limit for performance of debit operations in noncash form and on withdrawal of cash for all types of cards issued by BTA Bank JSC is established for the amount of KZT 1,000,000 (one million tenge) per day, including:

in case of withdrawal of cash from card by cardholder through ATMs and units of the bank on Gold, Platinum cards, limit is established for the amount of KZT 500,000 (five hundred thousand tenge) per day;
in case of withdrawal of cash from card by cardholder through ATMs and units of the bank on Classic, Standard, Business and Business Electron cards, limit is established for the amount of KZT 400,000 (four hundred thousand tenge) per day; and
in case of withdrawal of cash from card by cardholder through ATMs and units of the bank on Electron, Maestro, and Electron Instant cards, limit is established for the amount of KZT 350,000 (three hundred fifty thousand tenge) per day.

These limitations apply to all devices (ATMs, POS-terminals) on the territory of the Republic of Kazakhstan and abroad.

To change daily authorization limit, you need to file an application to any Bank unit no less than 5 (five) days, and submit an online application or to change authorization limit by means of Internet banking or SMS-banking.

8. Safety measures of using payment cards.

Paying for purchases with a payment card, ask for operations with the card only in your presence. This is necessary to reduce the risk of improperly obtaining your personal information specified on the card.

Do not pass your card details by e-mail (card number, special CVC2 code - Card Verification Code 2, expiration date).
Never write down your PIN (personal identification number) on the card.
Required to conduct operations with the card only in your presence. This is necessary to reduce the risk of improperly obtaining your personal information specified on the card.
For security reasons, the payment card is recommended to connect SMS-banking or register to Internet banking system, which will keep track of payments posted to your card. You can also get a bank statement - a document reflecting all account activity for the requested period of time the card holder. Account statement provided by the bank to the cardholder for a fee, according to the Bank. Card holder can receive statements directly from a personal account manager or through Internet banking.

In the event of any inconsistency between the operations specified in the statement of account and actually incurred, the cardholder must immediately notify the bank of the identified discrepancies. Customer shall immediately contact the bank with a claim on the disputed transaction, but not later than thirty 30 (thirty) calendar days from the date of the transaction with the application of all available documents (slips, receipts, etc.). In the case of the validity of the claim of the cardholder, the bank on the basis of the investigation produced may cancel the proper card operation, and refund the amount of the card transaction, if a refund is possible.

Upon detection of fraudulent transactions made on the card it is necessary to immediately block it calling Round-the-clock service CardService by phone:

+7 (727) 2505-111 - for Almaty

+7 (8000) 805-806 - toll-free number around Kazakhstan

9. Recommendations for cardholders travelling abroad

In order to avoid problems and failures in the operations on the payment card, if you go on a trip abroad is recommended:

Check the card validity.
Check out limits and restrictions that apply on payment cards of BTA Bank JSC
Check the list of ATMs in the city you wish to go to (www.visa.com, www.mastercard.com/atmlocator).
Notify the bank on your trip by contacting the Card Service at: +7 (727) 2505-111, +7 (8000) 805-806 (toll-free line around Kazakhstan).
Activate the payment card by entering a correct PIN in BTA Bank's ATM or apply to a card specialist
to control debit transactions abroad BTA Bank kindly recommends to connect to Internet-Banking and SMS-Banking. Find details and register in Internet-Banking at BTA24 https://bta24.kz/IBankPublic/Registration/Default.aspx, Find details and execute an electronic application for connection to SMS-banking also at BTA24 http://www.bta.kz/en/personal/cards/capabilities/sms/, as well as making a request to connect to the SMS-banking offices in BTA Bank.

10. Countries of substandard risk

Due to increase of fraud in the sphere of banking cards we remind you of the need to observe safety precautions when using your payment card for payment for goods and services and receipt of cash.

BTA Bank recommends you to be especially careful when using the card at the trips to the countries of substandard risk of fraud, such as: Australia, Austria, Albania, Argentina, Algeria, Angola, Belarus, Belgium, Bulgaria, Bosnia, Brazil, Brunei, Bahrein, Bangladesh, Bolivia, Botswana, Burundi, Bhutan, Benin, Great Britain, Hungary, Vietnam, Germany, Hong Kong, Greece, Haiti, Guyana, Gambia, Ghana, Guinean, Guinea Bissau, Honduras, Denmark, Zimbabwe, Egypt, Israel, India, Indonesia, Ireland, Spain, Italy, Canada, Qatar, Cyprus, China, Korea, Kosovo, Cuba, Costa Rica, Columbia, Cambodia, Kenia, Cameroon, Latvia, Lithuania, Laos, Malaysia, Maldives, Mexico, Moldova, Montenegro, Mozambic, Nigeria, Netherlands, Norway, Namibia, Nepal, United Arab Emirates, Pakistan, Poland, Portugal, Peru, Russian Federation, Romania, Serbia, Singapore, Slovakia, Slovenia, USA, Thailand, Taiwan, Tunis, Turkey, Ukraine, Philippines, Finland, France, Croatia, Czech Republic, Switzerland, Sweden, Sri-Lanka, Estonia, Ethiopia, Ecuador, Japan. When going to these countries we strongly recommend you to pay for purchases via card only in the shops of household names, withdraw cash in airports, hotels of international networks and units of large famous banks.

Attention: In case of use of payment card in the countries of substandard risk of fraud, the cardholder needs to apply to the bank to re-issue a card within 3 (three) business days from the moment of his/her termination of use of the card in the countries with substandard risk of fraud.

In case of failure to comply with this requirement, and, as such, fraud card operations, all expenses of the bank as well as damage inflicted on the Bank, shall be unconditionally compensated by the cardholder during the period indicated in the written requirement of the bank sent to the cardholder.

The Bank reserves the right to change the list of countries with substandard risk of fraud and undertakes to inform the client on executed changes when he/she applies to the Bank.