Every now and then we receive cryptocurrency transactions from traders who have sent them by mistake to one of our addresses.
These transactions do not fit in our system's understanding as they are not related to any trades. Therefore, the system does not automatically handle them in any way. We might also not know who send us the transaction since the address might be new to us.
These cases are handled manually by our Operations team and they take time. If you have sent us a transaction by mistake, you need to immediately contact us and offer as many details as possible about it. The date, amount, cryptocurrency and address you sent to us are some basic details that will help.
We will do our best to help you out and return your funds. However, please remember that handling such a case implies costs and time on our side. We will charge a fee of up to 20% for returning your funds (depending on the case and the amount retrieved).
Considering the complications of sending cryptocurrency to the wrong address, we strongly recommend that you always double-check the address to which you're sending funds. Cryptocurrency transactions cannot be claimed back like bank transfers. Once the funds are sent from one wallet to another, only the owner of the receiving wallet can return them.