My deposit is stuck and not crediting after hours — help!

Triage flow

Step 1: Check the TX on a block explorer

Take your transaction hash and look it up:

| Coin | Explorer | |------|----------| | BTC | mempool.space | | ETH / USDT ERC20 / USDC | etherscan.io | | USDT TRC20 / TRX | tronscan.org | | LTC | blockcypher.com/ltc | | DOGE | dogechain.info | | BNB / BEP20 USDT | bscscan.com |

Step 2: Read the status

• Pending / In mempool → still confirming. Allow the full confirmation time for that coin (see deposit confirmations). On Bitcoin, low-fee TXs can take hours.
• Confirmed with the right destination → see Step 3.
• Dropped / Replaced → never reached the chain; re-send from your wallet.
• To wrong address → see wrong coin sent.

Step 3: Confirmed on-chain but not credited?

Wait the full required confirmation count (not just 1).

• BTC: 1
• ETH/ERC20: 12
• USDT TRC20: 19
• LTC: 4
• DOGE: 6
• BNB/BEP20: 15

Until the count is met, the explorer shows "confirmed: 5" but our system is still waiting.

Step 4: Fully confirmed AND not credited after 1 hour

Now it's worth contacting support. Provide:

• TX hash
• Coin + network used
• Approximate time you sent
• Your Cinoslots username

Support resolves 95% of these in under 30 minutes. Common causes that need our intervention:

• Sent on wrong network, but funds landed at our hot wallet anyway → we can credit manually
• Memo/tag missing on a chain that requires one (we don't use memo-required coins, but exchanges sometimes add memos that confuse our system)
• Internal indexer hiccup → we replay it manually
• Above your daily deposit cap → very rare; we'll hold pending review

What you should NOT do

• Don't re-send the same TX hoping to "force credit" — TX hashes are unique, you can't double-send
• Don't contact a "recovery service" that DMs you — these are 100% scams
• Don't pay anyone offering to "speed up" your deposit (we never charge for this)
• Don't open multiple support tickets for the same TX — it duplicates work and slows things down

Edge cases that take longer

• Massive deposit (>$50K) triggering enhanced source-of-funds review — credit waits for KYC clearance
• Sanctioned-address-history flag — your sending address has previous interaction with a sanctioned counterparty; compliance review takes 24–48 hours
• Multi-account suspicion — if your account is also under multi-account review, deposits may be held

Why even confirmed deposits sometimes need manual handling

Crypto rails are non-deterministic at the edges. Memo handling, smart-contract interactions, dust attacks, and chain reorgs all create rare cases that need human eyes. We design for these — we don't lose deposits, but some cases need 30 minutes of human attention rather than instant automation.