Deposit

Q: How long does a deposit take?

  1. LTC (Litecoin) requires about 30 mins (need 12 confirmations by block).
  2. ETH (Ethereum) requires about 6 mins (need 30 confirmations by block).
  3. BTC (Bitcoin) requires about 30 mins (need 6 confirmations by block).
  4. Please wait patiently as cryptocurrency deposits need to be confirmed by blocks. Please contact CyberBank team with your registered email account if it takes too long.

 

Q: My deposit is still not received after a long time.

Digital asset transfer requires a 3-step procedure as shown below:

  1. Request: User requests a deposit by using CyberBank or wallet.
  2. Confirmation: This step will complete the confirmation; however, network congestion may occur, and it will lead to a long confirmation time.
  3. Credit: CyberBank will credit the amount as soon as possible as long as the deposit has confirmed.

If the deposit is not fully confirmed yet, please be patient as it might be due to network congestion. We are unable to credit your deposit without confirmation.

If the deposit has been confirmed but your account has not been credited yet, please contact CyberBank customer service team for help.

You need to provide the information below:

CyberBank email account, deposited Token, deposited amount, deposited address, TXID

Screenshot of Blockchain Confirmation

Screenshot of not credit on CyberBank

 

Withdrawal

Q: How long does withdrawal take?

The status below will be shown in your account once you have requested a withdrawal:

Applied: After the withdrawal request has submitted, please wait for the manual review.

Reviewing: Further confirmation is required as part of the withdrawal, OntTrade service team will call you to verify details.

Reviewed: your application has been approved, please wait patiently.

Succeeded: the process has been completed. You may check your balance on the receiving account.

 

Q: My withdrawal is still not received after a long time.

Asset transfer in blockchain is divided into 3 steps: token expenditure on CyberBank, block confirmation and the user receiving payment.

  1. CyberBank will generate a TXID around 24h, a generated TXID means the transaction is done by CyberBank, the token has transferred into blockchain.
  2. Click the “Check” link in the end of TXID, the confirmation number can be seen by opening a relevant blockchain browser.
  3. Please wait patiently if Confirming or Unconfirmed is displayed on blockchain. If you still have not received the transfer but blockchain has displayed a confirmation, please contact withdrawal platform to verify the record as CyberBank has finished the process.

Note: After you have clicked on the confirmation from CyberBank’s email, payment could be delayed due to high blockchain traffic. Please contract CyberBank customer service with the documents below if you still cannot see the TXID in your withdrawal record:

- CyberBank Email Account, the token your withdrawal, TXID

- Screenshot of the withdrawal record