Due to the vast number of ERC20 tokens, the same initials are not representing the same tokens. Please double-check the deposit address and coin type when depositing. If you deposit the wrong tokens, it is highly unlikely that you can retrieve your assets.
We are not obligated by law to help you to retrieve the tokens for you, but to reduce the losses caused by mistakes from users, we will do our best to retrieve them for you. Please read the following guides carefully and wait patiently.
1. If you accidentally deposited the wrong tokens, you will have to provide the following information to us: a detailed description regarding the situation, your "Account ID", the type of tokens you deposited, the deposit address, the number of tokens you deposited, your TXID, and a screenshot with deposit information. Also, if the token you deposited is not available on our platform, you will have to provide the corresponding address to receive the retrieved assets.
2. We will conduct a series of actions that require help from high-security clearance personals to retrieve your assets, and all the actions will have to go through rigorous risk-control assessments, thus a lot of manhours are required. As a result of this, we will charge you for a certain fee and please wait patiently.
3. It will take us at least a month or even longer before finishing all the processes, once you submitted a ticket with our customer service, please wait patiently, we appreciate your cooperation and understanding.