This could have happened for a few different reasons, and depending on why your funds have not arrived, we will or we will not be able to help you out.
Every time you request (or ‘redeem’) funds from your account, they are transferred from our bank to whatever wallet address you specify when filling out the redemption form.
Situation 1: You might have specified the wrong wallet address
In this case, unfortunately, there is nothing we can do to help you on retrieving your funds. It is your responsibility to ensure the wallet address you are specifying on the form is the one you want the funds to be credited. We take all the steps to prevent these kind of mistakes to happen, but when they do, there’s no way back.
Situation 2: We might have credited the wrong wallet
If you have specified the correct wallet address but we have credited a different wallet, we will pay back your funds on its entirety. It will be credited back to your account and you will be able to redeem it again, at any time.
Situation 3: The wallet you have specified is not compatible with ERC-20 tokens
In this cases, usually, the transfer doesn’t go through or the funds are simply lost. If the transfer doesn’t go through, funds will be returned to your account and in case the funds get lost, unfortunately, there will be nothing we can do to help you out.
Situation 4: There were not enough funds left on your account to pay for the operation
When it happens, we return the funds to your wallet – usually within 5 business days – and you will be charged a penalty fee.