A withdrawal marked as “completed” or “success” on an exchange does NOT mean that the transaction has fully processed – it simply means that the transaction was successfully posted to the blockchain. Different blockchains require different number of “confirmations” before a transaction is verified completely. Sometimes, a blockchain can become congested with too many transactions, causing delayed verification.
Use the transaction ID (TxID) to follow the status of your transaction on the blockchain.
If in the blockchain shows you’re your transaction has been fully confirmed, please wait 2 hours. If you still haven’t received your coins, please contact our customer service and provide the following info:
o Recipient address and txid
o Type and amount of coins
o Email address on Decoin