If you have made an incorrectly configured purchase, please reach out to support in Live Chat or via [email protected]
Our team will do their best to assist but we cannot guarantee retrieval.
For this, please review our policy around wrong deposits and retrieval.
The minimum retrieval USD amount must be over $10. Please ensure to use the right coin/chain when making a purchase.
Wrong deposit for coins that Shuffle.us supports but sent on the wrong chain that Shuffle.us supports, missing destination tag, etc:
The first occurrence will be retrieved with no penalty
Future occurrences will incur a 10% penalty, up to $20 on the purchase's USD amount
Wrong purchases for coins that Shuffle.us does not support and/or chains that Shuffle.us does not support:
Our team will require time to investigate case by case
If the coin is retrievable, depending on the coin/chain, there can be a penalty for up to 50% of the deposit amount
If the coin is not retrievable, we will not be able to credit the deposit at all
Ripple (XRP) and The Open Network (TON) deposits with missing destination tag or memo
Please reach out to support if you made a Ripple or TON purchase without a destination tag / memo and our team will investigate whether this can be recovered.
To avoid this, please ensure to include a destination tag or memo.