According to the Law of the Republic of Kazakhstan “On Banks and Banking Activities” (Article 34, p. 15, effective from 02.09.2025), the Bank is required to:

1) suspend the accrual of interest and/or loan penalty;

2) suspend debt collection and claim-related work

in cases where the customer is recognised as a victim of a criminal offence related to the fraudulent obtaining of a bank loan.

To ensure proper processing of the application, the customer should submit :

1) A resolution from the authorized body recognizing the individual as a victim in a criminal case;

2)A submission recommending measures to eliminate circumstances that contributed to the criminal offense;

3) A court decision related to the fraud case.

1)They submit only a verbal statement or a simple written complaint without attaching supporting documents.

2) They attach documents unrelated to the case (e.g., a police visit report without a procedural decision).

3) They confuse fraud in the issuance of a loan with other grounds (e.g., financial difficulties, job loss).

4) They assume that filing a police report automatically obliges the Bank to suspend interest accrual and collection.

5) They provide documents that do not include the loan amount or the name of the specific bank, making it difficult to identify the fraud as related to our Bank).

1)Prepare a formal application addressed to the Bank, clearly stating the nature of the request.

2)Attach all required supporting documents (e.g., resolution, submission, or court decision).

3)Ensure the documents accurately specify the loan amount and the bank where the loan was issued.

4)Verify that the documents are issued by an authorized body and include all necessary details (date, reference number, signature, stamp).

5)Submit the application through the Bank’s official channels (branch, online banking, call center — depending on available options).

Yes, the Bank may refuse if:

1)The required documents are not attached

2)The submitted documents do not confirm that the customer has been officially recognized as a victim in a criminal case

3)The documents do not allow identification of the loan and the bank where it was issued

4)The application does not comply with legal requirements.

In such cases, the customer will receive a substantiated refusal with clarifications.

The Bank is required to suspend the debt collection and interest accrual no later than 3 calendar days from the date of proper supporting documents receipt.