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I Bought for 100 Euros but I See Less Value in My Wallet

Since virtual currencies are volatile, their value changes constantly. Therefore, we are only able to guarantee the exchange rate for a limited amount of time — 15 min — from the time the order has been placed.

With card orders, we receive the payment immediately and we can, therefore, lock the exchange rate and deliver the amount promised.

With bank orders, the payment takes a couple of days to reach our accounts and your order must be prepared (i.e. this includes internal checks). Therefore, we cannot lock the exchange rate when you make a bank order. 

When we process orders, we always use the rate available at the time the orders are processed and this rate might differ from the one you have been offered when you started your order (i.e. in the case of a bank order). 

If you are using an online wallet service, you must consider the fact that they use a different exchange rate than ours for calculating the value of your wallet balance. Therefore, the value of your balance can differ, but the amount you will have will be the one promised on the receipt.

Example: For a €50 order, we send the equivalent of €50 in the virtual currency you have ordered at the time of processing. As the rates change constantly, if you look at that BTC/ETH amount in EUR, the number will fluctuate constantly too. What was €50 EUR at the moment of processing, can be €55.50 or €47.80 at any given time. Even if you don't use what you have purchased ever, the balance in EUR will change according to the current rate the wallet uses.

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Published Date = 13/02/2018
Last Updated Date = 09/01/2020
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