We've recently become aware of an issue affecting some of our users when depositing funds to certain cryptocurrency exchanges. This document aims to explain the problem and provide guidance on how to proceed.
The Issue
Some exchanges, notably Bybit and BitGet, are experiencing difficulties processing deposits made through smart contracts. This can result in funds not being immediately credited to your account on these platforms, even though the transaction is confirmed on the blockchain.
What You Need to Know
We cannot control the deposit method: When you initiate a withdrawal from our platform, we cannot control whether the transaction is processed as a direct transfer or through a smart contract.
Funds are sent correctly: From our end, the funds are correctly sent to the address you provide. The issue occurs on the receiving exchange's end.
We cannot recover the funds: Once the transaction is confirmed on the blockchain, we cannot reverse or recover the funds. The receiving exchange has control over crediting the deposit to your account.
What To Do If You're Affected
If you've made a deposit to an exchange and the funds are not appearing in your account:
Check the transaction on a blockchain explorer (Basescan) to confirm it has been processed.
If the transaction is confirmed but funds are not in your exchange account, contact the exchange's support team immediately.
Explain that the deposit was made via a smart contract and request manual processing of your deposit.
Be prepared to provide transaction details (transaction hash, amount, time, etc.) to the exchange's support team.
Specific Exchange Information
Bybit: Has confirmed they can usually recover funds, but the process may take 24-72 hours.
BitGet: Similar issues have been reported. Contact their support for assistance.
We apologize for any inconvenience this may cause. While we strive to ensure smooth transactions, some aspects are beyond our control. We're continuously working to improve our services and appreciate your understanding.