Withdrawal Not Received?
Updated on:
When the withdrawal details page shows the status as 'Completed', it means the assets have left the platform. You need to contact the customer service of the receiving platform or wallet for verification. We recommend carefully checking the information during withdrawal to avoid the following issues. If the assets are not received, it may be due to:
1. The withdrawal has been sent, but the assets have not been received;
2. The withdrawal is still pending, waiting for blockchain confirmation. For both scenarios and solutions, please refer to the details below.
Scenario 1: Withdrawal Completed but Assets Not Received
1. Incorrect Withdrawal Network/Address, Status Shows 'Completed' If you used the wrong receiving network or address during withdrawal, and the status shows 'Completed' with relevant records on the blockchain, it means the assets have been transferred out of the platform and cannot be reversed.
Solution: Due to the irreversible and anonymous nature of blockchain, the platform cannot reverse the transaction or process a refund. In this case, you need to: 1) Contact the receiving platform for verification; or 2) Reach out to the platform or individual who provided the address for further assistance.
Reminder:
During withdrawal, select the same chain or network as the receiving address. Always confirm that the deposit/withdrawal address, network, and amount are correct to avoid such issues. For example, if you withdraw from Exchange/Wallet A to Exchange/Wallet B, selecting the Tron chain on A and the Ethereum chain on B will result in the assets not being received.
If you transferred to the wrong account internally, please promptly [Contact Customer Service] (click the customer service button on the app homepage), and the support team will assist you in resolving the issue.
2. Incorrect MEMO Entry
Some cryptocurrencies require a MEMO (also known as Tag) for deposits/withdrawals. You need to check whether the receiving platform's deposit page requires a MEMO. If it does, enter it correctly on the withdrawal page. If no MEMO is displayed, for the safety of your funds, please first confirm with the receiving platform's customer service whether a MEMO is required.
Solution: If the MEMO is entered incorrectly and the assets are not received, contact the receiving platform's customer service for assistance.
3. Status Shows 'Completed' with Blockchain Records (e.g., Receiving Party Has Not Added the Corresponding Network)
If your withdrawal status is 'Completed' and the blockchain shows the assets have been sent to the address, it means the withdrawal has been completed on the BitKan platform, and the assets have been sent. Transactions sent to the blockchain are irreversible and cannot be recalled.
Solution: Contact the receiving party as soon as possible to confirm the status of the assets: 1) If the receiving party is a wallet, contact the wallet's customer service for resolution; 2) If the receiving party is another exchange, contact their customer service for assistance.
4. The Asset May Not Be Supported by the Receiving Platform or Wallet
Before withdrawing, confirm whether the digital asset you are withdrawing is supported by the receiving platform or wallet, and whether the network used is supported. If you select a digital asset or network not supported by the receiving party, your assets may not be transferred or may become unusable after transfer.
Solution: Before withdrawing, always confirm that the receiving platform supports the digital asset and network type you are using. If the selected digital asset or network is not supported by the receiving party, once the assets are transferred out of the BitKan platform, due to the irreversible nature of blockchain transactions, we cannot assist in reversing the transaction or recovering the assets.
Scenario 2: Withdrawal Still Pending, Awaiting Blockchain Confirmation
If your withdrawal details page shows 'Processing', please wait patiently. This process usually takes a few minutes. If it takes longer, it may be due to a high volume of withdrawal requests. The system processes withdrawals in the order they are submitted. Please wait or [Contact Customer Service] (click the customer service button on the app homepage), and the support team will assist you in following up.