Frequently Asked Questions

To make an exchange, follow these steps:

1. Select the desired exchange direction: Choose the exchange direction you are interested in and create an exchange request.
2. Review the exchange rules: Familiarize yourself with all the rules for the selected exchange direction.
3. Fill in the sender and recipient details: Enter the required sender and recipient information and confirm your request.
4. Contact the operator: Contact the operator for further instructions.
5. Pay and complete the exchange: Make the payment and complete the exchange process.

Please double-check the specified details when creating your request. We are not responsible for errors made on your part!

An exchange rate is the price at which one currency can be exchanged for another. The service uses the cryptocurrency exchanges Binance, Coinbase, OKX, and Kraken to form the current rate. Please note that the service hedges orders via market orders, and rate volatility can be up to 5%.

Transaction processing takes some time. Due to the high volatility of cryptocurrency, speed is crucial; however, the final rate may differ both positively and negatively. We guarantee the best rate at the time the exchange operation is performed.

Once an exchange request is created, we fix the fee for the entire duration of the active request.

Cryptocurrency:

• at the moment of payment confirmation and AML verification
• at the time of payout

Cash (fiat):

• after counting and verifying the cash

You should understand that sending and confirming a transaction takes some time, so due to market volatility you may receive slightly less or more than you expected.

The cryptocurrency exchange process consists of many different stages at which various fees are charged:

• network fee for the transaction when the client tops up their account;
• trading fees charged by our liquidity providers;
• network fee for sending the exchanged funds to the client;
• service fee for the services provided.

The fee varies depending on the currency and exchange amount. For each exchange, our service finds the fastest and most advantageous way for the user to complete the exchange.

The processing speed depends on the selected cryptocurrency type and the fee spent on its delivery, and can range from a few minutes to several hours. The higher the fee, the faster the transaction is processed.

Once a transaction is made, it is sent to the network for execution and must be included in a block to become legitimate. The process of including a transaction in a found block is called transaction confirmation. Inclusion in 1 block = 1 confirmation. The confirmation system ensures that transactions are secure and cannot be reversed or altered after they are included in the blockchain.

TXID (Transaction ID) is a unique hash code assigned to each transaction in the cryptocurrency blockchain. TXID is used to identify and track a specific transaction in the blockchain.

If your transaction took longer than usual, please contact our support team. They will help you understand the situation and resolve any issues that have arisen.

The exchange is performed by an operator in semi-automatic mode and takes from 5 to 20 minutes after payment for the request is received. Possible reasons:

• Unpaid request: If you have not paid for the request and have not contacted the operator, the request is not considered paid.
• Insufficient funds: Check whether your funds were debited during the transfer.
• Incorrect sender details: Incorrectly specified details may cause a delay in processing your request.
• AML check not passed: The transaction did not pass the AML check. Contact the operator.

• You sent funds from a different wallet than the one specified in the request;
• You sent a larger or smaller amount than specified in the request;
• The transaction is stuck in the blockchain network.

• Funds were sent after the request expired without notifying the operator;
• Funds were sent on the wrong network;
• The transaction did not pass AML verification.

If you want to cancel an exchange, please contact our support team as soon as possible. If the funds have not yet been sent, we will be able to cancel the request. If the funds have already been sent, cancellation may not be possible due to the irreversibility of blockchain transactions.

To use our service, clients do not need to create any accounts. However, by creating an account, the client will always have access to their exchange history and be able to change their user data.

Nevertheless, our service uses an automated risk management system to verify all transactions. In accordance with European AML directives and KYC rules, we may ask you to provide a scan of your identity document.

Card verification is the process of confirming that a card belongs to its owner. For verification, you need to take a photo of the front side of your card with our website in the background. The verification process takes a few minutes and is required only once for each new card.

AML (Anti-Money Laundering) is a set of procedures, laws, and regulations aimed at preventing money laundering and terrorist financing. AML policy is important for protecting the financial system and preventing criminal activity.

All incoming transactions undergo automatic AML verification. If a transaction is identified as high-risk (associated with Dark Market, sanctions, stolen coins, or fraud), funds may be frozen until identity verification is completed and documents proving the origin of funds are provided.

All documents and data provided by users as part of AML/CTF procedures are stored in encrypted form using modern information protection methods. Only authorized personnel have access to them. Data is stored for at least 5 years in accordance with legal requirements.

In the event of receiving an official request from law enforcement agencies, our service undertakes to provide the necessary information within the framework of applicable legislation. We cooperate with law enforcement agencies to prevent and investigate criminal activity.

The rate is formed based on data from the cryptocurrency exchanges Binance, Coinbase, OKX, and Kraken. Rate fixation occurs at the moment of payment confirmation for the request. The rate is fixed for 30 minutes from the moment the request is created.

When exchanging cryptocurrency for cash USD, the rate is fixed at the moment of payment confirmation and AML verification. The final amount is calculated at the fixed rate taking into account all fees.

When exchanging for EUR and other local currencies, the cross-rate is formed taking into account the cryptocurrency rate at the time of fixation and the fiat currency rate based on market data. During high volatility, the xe.com service rate may be used.

The fee is calculated individually for each exchange direction and depends on the exchange amount, type of cryptocurrency, method of receiving funds, and the current market situation. All fees are included in the final calculation and are displayed before the request is confirmed.