How to refund cryptocurrencies?

1. Refund Request Submission

Unknown Cryptocurrency Deposit

If your cryptocurrencies deposit has not been credited to your account and the risk status is not abnormal after manual review, you may request a refund on the deposit record page by following these steps:

- Open the PantherTrade Web platform, click the side navigation “Overview,” select the account you want to refund from, and click “View Details.”
- Click “Deposit” in the top quick-actions area.
- Select the deposit record you want to refund and click “Details.”
- On the deposit details page, click “Refund” in the top notification bar.
- On the refund submission page, select a verified and whitelisted address as the refund address and click “Submit.”
- After double-checking the information, complete 2FA verification to submit the withdrawal (refund) request.

 

Cryptocurrency Deposit from Unwhitelisted Address

If your cryptocurrency deposit was not credited due to depositing from unwhitelisted address, and you could not initiate a refund from the "Deposit Records" page, please follow the steps below:

• User ID
  - Full Name
  - Cryptocurrency Name & Symbol
  - Deposit Time
  - Deposit Amount
  - Transaction Hash
  - From and to destination refund address
    - Destination refund address that supports and is able to receive the cryptocurrency (must be whitelisted beforehand)

 

Upon receiving the request, the platform will:

- Verify that the customer's identity information matches the account details
- Validate the cryptocurrency transaction records to confirm that the deposited cryptocurrency is supported by the platform
- Confirm that the refund address is valid and has been whitelisted

 

Handling Time：5–10 business days (subject to actual circumstances) 

 

2. Refund Handling Fee Notification

- We will calculate refund fees and notify you by email.

- To proceed, you are required to confirm and provide your agreement to the fees by replying to the email. 

 

3. Processing Refund

- After confirmation and payment of fees, the platform will, if possible and use reasonable efforts, return the cryptocurrencies to your whitelisted wallet. Notification will be sent once the refund is complete. 
- Handling Time: 3–5 business days, starting from the date of receiving confirmation and payment of fees . 

 

4. Failed Refund Handling

- If the refund address provided by you is incorrect, or if the refund fails due to blockchain network issues, the platform will not be held responsible. In this case, you must resubmit the refund application and bear any additional costs incurred.
- Furthermore, if cryptocurrency cannot be retrieved due to network incompatibility or inability, the platform will not be able to take responsibility for any losses incurred due to the inability to retrieve the cryptocurrency, the inability to retrieve it in a timely manner, the inability to retrieve it in full, or the failure to achieve your expectations.

 

Deposits Below Minimum Deposit Amount

We recommend checking the Minimum Deposit requirement on our official website before making a deposit to ensure a smooth trading experience. Deposits below the required amount may not be processed or returned, and the platform will not be able to take responsibility for any related losses.

 

Unsupported Cryptocurrency Deposits

If the cryptocurrency to be deposited by you is unsupported by the platform (please see our official website for the list of cryptocurrency supported by the platform),  it may not be processed or returned, and the platform will not be able to take responsibility for any related losses.

 

For any questions, please contact us at support@panthertrade.com.