To protect the coins in your wallet, we conduct a verification process to ensure that the withdrawal request is indeed yours. The coins will be sent to the external wallet address you provided up to 3 business days (excluding the day the order was created, Friday-Saturday and holidays) during our operating hours, following a successful verification of the identification process.
Important Information:
When withdrawing coins from your wallet and depositing them to an exchange, it is worth noting that most exchanges wait for up to 6 confirmations on the blockchain to credit the coins to your account. You can track the deposit on a blockchain explorer (you can find a link to your transaction ID in the recent actions area in the wallet) and see the progress of the confirmations. For Bitcoin, for example, 6 confirmations might take about an hour. If necessary, contact the exchange for further clarification.
If three business days have passed (excluding the day the order was created, Fridays, Saturdays, and public holidays) and the cryptocurrency has still not appeared in your external wallet, it is possible that the identity verification process was unsuccessful and the system was unable to verify your identity.
You may try initiating another withdrawal, or you can contact us directly so that we can investigate the issue for you.
