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How to handle if the withdrawal has not been received for a long time

Mini
Updated

Dear User,

To ensure the security of your assets, if you encounter the issue of "withdrawal not received," please follow the instructions below to troubleshoot and resolve the issue.

I. Blockchain Withdrawal (Digital Assets) Not Received

  1. Check if the transaction has been successfully broadcasted

    • Please visit the corresponding blockchain explorer and enter the transaction hash (TxID) to check.

    • If the page shows "Success / Confirmed," it means the platform has completed the transfer, and the transaction is currently awaiting confirmation on the blockchain.

  2. Check the blockchain network status

    • Network congestion may cause delays in the transaction.

    • Different blockchains have different confirmation requirements. Until the required number of confirmations is reached, the assets will not be credited.

  3. Verify the withdrawal address and network are correct

    • Mistakes in the address or network selection can result in the assets not being credited or even permanent loss.

    • If the assets were sent to an incorrect address due to user error, blockchain transactions are irreversible, and the platform cannot recover the assets.

  4. If the TxID is correct but the funds have not arrived after a long time, please submit the following information to customer support:

    • Withdrawal currency and amount

    • Withdrawal time

    • TxID (transaction hash)

    • Screenshot of the receiving address
      Once the platform receives the above information, we will assist you with an expedited review.

II. Fiat Withdrawal (OTC / Bank Transfer / Third-Party Payment) Not Received

  1. Confirm if the receiving account is in good standing

    • Check if your bank account is in normal status.

    • Are there any limits or delays between banks that might affect the transaction?

  2. Check the withdrawal order status

    • If the order is "Processing," it means the payment channel is under review.

    • Normally, the funds will be credited within 10 minutes – 24 hours.

  3. If the funds have not been credited after the expected time, please provide the following information to customer support:

    • Withdrawal order number

    • Withdrawal amount

    • Receiving method (Bank transfer / Wallet)

    • Screenshot of the receiving account (do not include sensitive information)

The platform will begin expedited review after receiving the above information.