Solve a problem

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A delayed withdrawal, missing deposit, unexpected verification request, or suspicious wallet message can be difficult to understand when several systems are involved. Start with the issue that best matches what happened, then work through the checks before taking further action.

Choose the problem you are dealing with

Do not send more money or share sensitive information just because someone says it will fix the problem. First establish what happened, which party controls the next step, and what evidence you already have.

My withdrawal is delayed

Check whether the delay is caused by platform processing, account verification, bonus rules, withdrawal limits, or the blockchain network.

Check a delayed withdrawal

My deposit is missing

Confirm the transaction status, network, deposit address, minimum amount, token contract, and whether the platform requires additional confirmations.

Public dataset coming later

I was asked for KYC

Understand why verification may appear during a withdrawal, what information is usually requested, and which details deserve closer attention.

Public dataset coming later

My account was restricted

Review the platform notice, save your account records, check the relevant terms, and ask support to identify the exact reason for the restriction.

Public dataset coming later

I used the wrong network

Learn what may still be recoverable, what depends on the receiving platform, and why anyone promising guaranteed recovery should be treated carefully.

Check a wrong-network transfer

My wallet may be compromised

Disconnect suspicious applications, review approvals, move unaffected funds when safe, and avoid sharing seed phrases or private keys.

Protect a compromised wallet

I found a suspicious message or website

Check for fake support accounts, copied domains, urgent payment requests, malicious wallet signatures, and recovery-service scams.

Check for scam warning signs

A platform is ignoring me

Prepare a clear timeline, gather evidence, send one structured follow-up, and check whether the operator has an official complaint route.

Public dataset coming later

Before contacting support

Support teams can usually respond more clearly when the first message contains the main facts. A short, ordered explanation is more useful than sending several messages with different details.

  1. Check the transaction independently. Use a blockchain explorer to confirm whether it is pending, failed, or confirmed. Make sure you are checking the correct network.
  2. Read the platform status carefully. “Pending,” “processing,” “under review,” and “rejected” do not mean the same thing. Save a screenshot before the status changes.
  3. Check the rules that may apply. Look at withdrawal limits, required confirmations, KYC terms, bonus conditions, network support, and restricted-country rules.
  4. Write down a simple timeline. Record when the action was taken, when the blockchain confirmed it, when support was contacted, and what response was received.
  5. Send one complete support request. Include the transaction reference, amount, asset, network, account identifier, and a clear question about what is holding the case.

Evidence worth saving

Some account pages and support messages disappear after a case is closed or a platform changes its terms. Save the useful records while they are still available.

  • Transaction hash or blockchain explorer link
  • Deposit or withdrawal amount and cryptocurrency
  • Network used for the transaction
  • Wallet and platform transaction timestamps
  • Screenshots of the account balance and status
  • Relevant support messages and ticket numbers
  • The platform terms that applied at the time
  • Any KYC, restriction, or rejection notice
  • A short timeline written in date order

Keep private information secure. Evidence does not need to include your seed phrase, private key, password, full card details, or unredacted identity documents.

Warning signs that need extra care

Not every delay is a scam, and not every verification request is unreasonable. However, some situations should make you slow down and verify who you are dealing with.

  • Support contacts you through an account you did not approach first.
  • You are asked to pay a separate fee to release a withdrawal.
  • Someone asks for your seed phrase, private key, or remote access to your device.
  • You are told to connect your wallet to an unfamiliar recovery website.
  • The website domain differs slightly from the official platform address.
  • A recovery service promises that lost crypto can definitely be returned.
  • The explanation keeps changing without a written reason or reference to the terms.
  • You are pressured to act immediately before you can check the request.

Contacting the platform

Keep the message factual. State what happened, include the references, and ask one direct question. Avoid accusations in the first contact unless you already have clear evidence.

Example support message

Hello, my withdrawal of [amount and asset] was requested on [date and time]. The current account status is [status]. The transaction or request reference is [reference].

Please confirm whether the withdrawal is waiting for an account review, internal processing, or blockchain submission, and let me know whether you need any additional information from me.

If support gives a deadline, wait until that deadline has passed before sending another message unless the security of your account or wallet is at risk.

When to escalate the issue

Escalation makes sense when the platform has passed its stated processing period, stopped responding, repeatedly changed its explanation, or requested information that does not match its published process.

The available route will depend on the platform. It may include a formal complaint, management review, licence-holder complaint process, payment-provider report, consumer authority, or law-enforcement report. Offshore licences often provide limited practical protection, so a licence should not be treated as a guarantee that funds will be returned.

Before escalating, create one document containing the timeline, transaction references, screenshots, relevant terms, support responses, and the outcome you are requesting.

Send a safety report to TrendCrypt

You can send a platform, wallet, withdrawal, verification, or payment report to [email protected]. Reports can help us identify recurring problems, check whether policies have changed, and decide what deserves further research.

Include a short timeline, the platform name, the asset and network involved, and redacted evidence where relevant. You may remove personal details that are not needed to understand the issue.

Do not send account secrets

Never email a seed phrase, private key, password, authentication code, full identity document, or any information that could be used to access your funds or account.

TrendCrypt can review reports and provide general educational guidance. We cannot access accounts, reverse blockchain transactions, guarantee recovery, act as a legal representative, or force a platform to resolve a dispute.

When the problem is gambling-related

If the immediate concern is no longer a transaction but difficulty stopping, chasing losses, hiding spending, or borrowing to continue, focus on reducing access rather than trying to win the money back.

Visit our responsible gambling and support resources for information about limits, self-exclusion, blocking tools, and independent help.