When depositing coins/tokens, it is very important to enter and verify all details (deposit address, amount, etc.) before confirming the transaction.
The responsibility for ensuring that the details are entered correctly always lies with the user. One mistake can lead to loss of funds, and it will not be possible to help in this case as cryptocurrency transfers are usually irreversible.
In some cases, however, the team may attempt to recover the funds.
Situations in which you can try to recover your cryptocurrency funds:
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The destination label or memo ID was entered incorrectly when sending Cosmos (ATOM), Kava.io (KAVA), Ripple (XRP), Stellar (XLM), SEI (SEI), Celestia (TIA), Injective (INJ, Injective network), dYdX (DYDX, Dydx network).
Important: The target label or memo ID should not belong to another user.
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No destination label or memo ID was entered when sending Cosmos (ATOM), Kava.io (KAVA), Ripple (XRP), Stellar (XLM), SEI (SEI), Celestia (TIA), Injective (INJ, Injective network), dYdX (DYDX, Dydx network).
Situations where recovery is not possible:
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A deposit to CEX.IO was made via an incorrect/unsupported network.
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Successful withdrawal from CEX.IO to incorrect address.
Note: The above list is for guidance only and does not constitute a guarantee or obligation that CEX.IO will attempt to recover the mis-sent coins/tokens. Each case will be reviewed to assess whether an attempt to recover the funds can be made. The decision remains at the sole discretion of the CEX.IO team. The recovery process is complex, time-consuming and requires significant effort from the technology team.
Fees
Attempting to recover the mistakenly sent deposit involves a fee of 10% of the transaction amount, but no less than 100 US dollars in crypto value.
The fee will be calculated from the original transaction amount and charged in the deposited cryptocurrency.
Please note that the fee will be charged regardless of the results of the recovery process, as during the process the team uses significant resources to investigate the case and develop and implement technical solutions.
Please note that CEX.IO may not be able to recover all deposits. The recovery fee is non-refundable.
The fee value in US dollars will be calculated at the time of the recovery attempt.
The recovery process will only begin when you have enough funds to cover the recovery fee.
Dogma:
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If you sent 1 ETH, the fee for the recovery attempt will be 0.1 ETH, which is 10% of 1 ETH.
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If you sent 0.07 ETH, equivalent to $189 (e.g. when the price is $2700), then the fee for the recovery attempt will be $100 worth of ETH ~ 0.037 ETH. The exchange rate in this example was taken on the day of writing this article. Please note that the exchange rate may vary in different cases due to cryptocurrency volatility.
process
To request a refund of your coins/tokens, please fill out the refund request form and provide the required information mentioned below:
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Your CEX.IO User ID.
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The transaction ID of your deposit along with the link to the transaction on the blockchain.
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The wallet address from which you sent the funds.
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A screenshot of the wallet from which the funds were sent. Go into the wallet and take a screenshot showing the wallet address and your transaction history.
time
Please note that the entire recovery process can take at least 4 weeks.
