Withdrawal Sent but Not Received: What to Check
Your withdrawal shows as sent but the funds have not arrived. How to trace it on-chain, identify where it went, and what is recoverable.
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- Step 1: Get the transaction hash
- Step 2: Look it up on the explorer
- Step 3: Confirmed and delivered, but you cannot see it
- If you withdrew to an exchange
- Step 4: Confirmed to an address you did not enter
- You mistyped or pasted the wrong address
- Your account was compromised
- Step 5: Escalating to the right party
- Preventing this
- Summary
Quick answer
"Sent" means the platform broadcast a transaction. Everything after that is on-chain and fully traceable, which makes this one of the easier problems to diagnose precisely.
Step 1: Get the transaction hash
Find it in your withdrawal history. If there is no hash, the withdrawal has not actually been sent — see withdrawal pending instead.
Step 2: Look it up on the explorer
Use the explorer for the network the withdrawal was sent on. Guide: how to check a transaction.
| Explorer shows | Meaning | Next step |
|---|---|---|
| Not found | Wrong explorer, or not broadcast | Confirm the network; contact support if it should exist |
| Pending, 0 confirmations | In the mempool | Wait — it will confirm |
| Confirmed, address matches yours | Delivered successfully | Problem is on the receiving side — step 3 |
| Confirmed, address does not match | Sent elsewhere | Step 4 |
| Failed / reverted | Did not execute | Funds usually return to your platform balance |
Step 3: Confirmed and delivered, but you cannot see it
This is the most common outcome, and the funds are safe.
- Check you are viewing the correct network in your wallet — a token on Polygon will not appear in an Ethereum mainnet view
- Add the token manually if your wallet does not auto-detect it; you may need the contract address
- Force a refresh, or remove and re-add the account in your wallet app
- Search your own receiving address on the explorer to confirm the incoming transaction independently
- If withdrawing to an exchange, allow time for its own confirmation requirement
If you withdrew to an exchange
Exchanges add their own layer of delay and their own failure modes.
- Confirm the exchange supports that asset on that specific network
- Confirm you included the memo or destination tag if the exchange requires one
- Check the exchange's deposit history, which may show it as pending
- Allow for stricter confirmation requirements than the sending platform
- Check whether the exchange has flagged it for review
A missing memo is the classic case: the funds reach the exchange but cannot be attributed to your account. Contact the exchange, not the casino — they hold the funds. Recovery is common but manual, and often carries a fee.
Step 4: Confirmed to an address you did not enter
Two possibilities, and they need different responses.
You mistyped or pasted the wrong address
Your account was compromised
If you are certain you entered a different address, treat this as urgent:
Change your password immediately
From a device you trust.
Revoke all active sessions
Check 2FA settings for unfamiliar devices
Remove anything you do not recognise and re-enrol.
Contact support with full details
Withdrawal ID, transaction hash, the address you entered, and the address it went to.
Check whether the same password protects other accounts
If it was reused anywhere, change those too. See password best practices.
Step 5: Escalating to the right party
The critical question is who currently holds the funds.
| Feature | Who to contact | Why |
|---|---|---|
| No transaction hash | The casino | Funds have not left the platform |
| Confirmed to your own wallet address | Nobody — check your wallet settings | Funds are already yours |
| Confirmed to an exchange, no memo | The exchange | They hold the funds |
| Confirmed to an exchange, memo included | The exchange | Crediting delay on their side |
| Confirmed to a stranger's address | The casino, urgently | Possible compromise — evidence matters |
| Transaction failed on-chain | The casino | Funds should return to your balance |
Preventing this
- Copy the address from your wallet's receive screen every time
- Verify the first and last four characters after pasting
- Include memos and destination tags where the receiving side requires them
- Test with a small withdrawal to a new address before sending a large one
- Use address whitelisting if the platform offers it
- Keep 2FA enabled so a leaked password alone cannot redirect funds
Summary
Get the transaction hash and read the chain. Confirmed to your address means the funds arrived and the issue is your wallet's display or an exchange's crediting process. Confirmed elsewhere means either a paste error, which is unrecoverable, or a compromise, which requires immediate account lockdown. No hash at all means the withdrawal never left, which is a platform question.
Frequently asked questions
Duel.help Research Desk
Payments, verification & compliance research
The research desk focuses on deposits, withdrawals, verification flows, jurisdictional availability and the operational side of crypto casinos.
- Published
- Last reviewed
Independent and unaffiliated with Duel.com. Read our editorial policy to see how these guides are researched and reviewed.
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Parent category
Withdrawals · 9 articles
Cashing out, processing times, pending withdrawals and wagering requirements.
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