Why did I not receive my withdrawal of digital assets from Hashkey OTC to a third-party exchange？

Before the virtual assets you withdraw in Hashkey OTC officially reach your wallet account, you need to go through two steps: Hashkey OTC disbursing-> block confirmation. Therefore, if the assets do not arrive at the time of withdrawal, there are usually the following reasons:

1）Incorrect withdrawal information

When withdrawing funds, please be sure to check the currency, address, network and other withdrawal information according to our requirements. If there are any errors, your assets may be lost permanently and cannot be recovered.

2）The corresponding assets of the Hashkey OTC customer's hot wallet are less than your withdrawal request. 
According to regulatory requirements, the proportion of client assets held in hot wallets by licensed exchanges must not exceed 10% of total client assets. Therefore, if your single withdrawal of assets is greater than the balance of virtual assets corresponding to the hot wallet, the platform needs to transfer from the customer's cold wallet to the customer's hot wallet before meeting your withdrawal. Please wait patiently during the period.

3）Hashkey OTC has been credited and the withdrawal status is displayed as successful, but the number of block confirmations has not met the requirements of the target platform.

If the withdrawal information you have selected/entered is accurate and the Hashkey OTC withdrawal status has been displayed as "Withdrawal successful", you need to wait for block confirmation number of the corresponding asset to reach the specified quantity on the target platform before the withdrawal can be credited.

4）Other reasons

If your withdrawal assets have not arrived and the above reasons and scenarios have been eliminated, you can contact our customer service staff and provide related information (including the assets type, quantity, time and hash key of the transfer transaction etc.) so that our customer service staff can assist you in processing.