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Enquiries and Complaints

Edition of 12.10.2026

In short

  • Send all enquiries to [email protected] or via the "Feedback" form.
  • Problem with an exchange: first the exchanger's support, then us.
  • We cannot refund money on behalf of an exchanger, but we can pass the claim on to it, look into the situation and, if there are breaches, disconnect or remove the exchanger.
  • We reply within 10 business days.

1. How to contact us

  • E-mail: [email protected]
  • The "Feedback" form on the Site
  • For exchangers: Telegram @Wellcrypto_partners

2. An exchange was not completed or not as expected

  • Check the time. Most exchanges go through quickly, but delays are possible: network congestion, checks by the exchanger, non-working hours. Working hours are shown on the exchanger's website.
  • Contact the exchanger's support. Give the order number and the transaction details.
  • If the exchanger has not resolved the issue, write to us. Attach:
    • the exchanger's name and the order number;
    • the date, amount and direction of the exchange;
    • the transaction hash or proof of payment;
    • your correspondence with the exchanger's support.
  • Leave a review on the exchanger's page — see the Review Policy.

What we can do: pass the claim on to the exchanger and request a response; look into the situation; temporarily disconnect or remove the exchanger under the Listing Rules.

What we cannot do: refund money, carry out the exchange for the exchanger or force it to do so. We are not a party to the transaction and do not hold users' funds.

A claim can be withdrawn once the exchanger has met its obligations. If the payment is not confirmed, the claim can be reinstated. A resolved claim is not rewritten after the fact into a neutral review.

3. Report a fraudulent website

If you find a fake exchanger website, a fake account or someone posing as Wellcrypto, send us:

  • the website address and links to social media or accounts;
  • how you came across them and how the scheme works;
  • wallet addresses, receipts, screenshots of correspondence.

Please remember: Wellcrypto never asks you to transfer money or to share a password, seed phrase or card details.

4. An error in the data on the Site

Does a rate, reserve or other data not match the exchanger's website? Send the exchanger's name, the direction, a screenshot and the time.

5. A review was removed or not published

Give the page and the approximate date of the review. For an exchanger review, write from the e-mail you gave when posting. We will review it again.

6. An exchanger disagrees with its removal

Write to us with an explanation and evidence that the breaches have been fixed. See the Listing Rules.

7. Illegal content or infringement of rights

Tell us where the material is (the page address), why you believe it is illegal or infringes your rights, and how to contact you. We will check the material and inform you of the decision.

8. Personal data

Requests for access, correction and deletion of data, and withdrawal of consent, are handled under the Privacy Policy.

9. Advertising

Complaints about advertising and affiliate materials on the Site: [email protected], with the page address.

Правовая информация