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What to Do If Your Withdrawal Has Not Arrived

Overview

If you have withdrawn digital assets from BKG Exchange but the funds have not arrived at the destination wallet or platform, follow the steps below to check the withdrawal status.

Step 1: Check Your Withdrawal Status

Log in to your BKG Exchange account and open your Assets, Wallet, or transaction history.

Find the relevant withdrawal and check its current status.

The withdrawal may be processing, pending, or completed depending on the current stage.

Step 2: Check the TxID

If a TxID (Transaction ID) is available, copy it and check the transaction on the relevant blockchain explorer.

Confirm whether the transaction has been successfully processed and confirmed on the blockchain.

Step 3: Check the Withdrawal Address

Compare the destination address shown in your BKG Exchange withdrawal record with the address of the receiving wallet or platform.

Make sure the address is correct.

Step 4: Check the Network

Confirm that the network selected when making the withdrawal is supported by the receiving wallet or platform.

The selected network must match the network supported by the destination.

Step 5: Check the Memo or Tag

If the receiving platform requires a Memo, Tag, or other additional information, check whether the required information was entered correctly.

Step 6: Check the Destination Platform

If the blockchain transaction has been successfully confirmed but the assets have not been credited, check the deposit status and requirements of the receiving wallet or platform.

Some platforms may require additional processing time after the blockchain transaction has been confirmed.

If the Withdrawal Is Still Processing

If your withdrawal has not yet been completed by BKG Exchange:

  1. Check the withdrawal status in your transaction history.
  2. Wait for the withdrawal to complete processing.
  3. Check whether additional security verification is required.
  4. If the withdrawal remains pending for an extended period, contact BKG Exchange Customer Support.

If the Blockchain Transaction Is Confirmed

If the TxID shows that the transaction has been successfully confirmed on the blockchain but the destination has not received the assets:

  1. Confirm the destination address.
  2. Confirm the network.
  3. Check whether a Memo or Tag was required.
  4. Contact the receiving wallet or platform.
  5. Provide the TxID and other relevant transaction information if requested.

If You Entered the Wrong Address or Network

Contact BKG Exchange Customer Support as soon as possible and provide the relevant withdrawal information.

However, blockchain transactions are generally irreversible once they have been processed or broadcast to the network. Recovery may not be possible.

Information to Provide Customer Support

When contacting BKG Exchange Customer Support, provide:

  • UID
  • Digital asset
  • Withdrawal amount
  • Withdrawal address
  • Network
  • TxID, if available
  • Withdrawal time
  • Relevant screenshots or transaction information, if requested

Never provide your password, verification code, or 2FA code.

Important Notes

  • Blockchain confirmation does not always mean the receiving platform has completed its internal crediting process.
  • Network congestion may affect transaction processing time.
  • Different platforms may require different numbers of blockchain confirmations.
  • Always verify the withdrawal address and network before submitting a withdrawal.
  • Blockchain transactions generally cannot be cancelled or reversed after being broadcast.
  • Do not make another withdrawal simply because the previous transaction has not arrived.

FAQ

My withdrawal is still pending. What should I do?

Check the withdrawal status and allow additional processing time. If it remains pending for an extended period, contact Customer Support.

My withdrawal is completed but the recipient has not received it. What should I do?

Check the TxID on the relevant blockchain explorer. If the transaction is confirmed, contact the receiving platform with the TxID.

What if the TxID is not available?

The withdrawal may still be undergoing processing. Check the withdrawal status again later. If the issue continues, contact Customer Support.

What happens if I selected the wrong network?

The assets may not arrive at the destination and recovery may not be possible in some cases.

What happens if I entered the wrong withdrawal address?

Contact Customer Support immediately. If the transaction has already been broadcast to the blockchain, it may not be possible to recover the assets.

Can BKG Exchange reverse a completed blockchain withdrawal?

Generally, blockchain transactions cannot be reversed after they have been processed and broadcast to the network.