Common reasons for dispute resolution delays

When a dispute is opened, the platform’s support team reviews all available evidence, checks communication between traders, and decides who should receive the cryptocurrency held in escrow.

The goal is to resolve every dispute as quickly as possible — usually within two working days. However, some cases may take longer (up to five working days) due to missing information, payment verification issues, or external factors such as banking delays. This article explains the most common reasons for delays and what you can do to help speed up the process.

Possible causes of delays

1. Missing or incomplete evidence

• The user did not upload required screenshots or proof of payment.
• Evidence is unclear, of poor quality, or does not match the trade details.
• Additional checks are required to confirm the authenticity of provided documents.

2. Conflicting information from duyers and sellers

When the buyer and seller provide different explanations, the support team must carefully compare all statements, screenshots, and transaction data. This cross-checking process may extend the overall review time.

3. Waiting for responses from both parties

If one or both traders do not respond to moderator requests or delay providing additional information, the dispute cannot move forward. Prompt communication is essential to avoid unnecessary waiting times.

If no response is received from either party within five working days, the trade will be closed and a final decision will be issued based on the information available.

4. Payment verification issues

• The payment has not yet appeared in the seller’s account.
• The bank transfer is delayed or pending due to system errors.
• The support team must confirm that the payment came from the verified account owner.

5. Suspicious or high-risk activity

If a dispute involves transactions that trigger security alerts, the case may require an additional fraud or compliance review. These checks are necessary to ensure the safety of all users but may increase resolution time.

6. Technical or system-related delays

In rare cases, issues such as failed evidence uploads, temporary maintenance, or routing errors in the support system can delay dispute handling.

7. Large volume of disputes

During peak trading periods or market volatility, a higher number of incoming disputes may temporarily extend the average resolution time.

How to help speed up your dispute

• Provide clear and complete evidence, including full transaction details.
• Respond promptly to all moderator messages and requests.
• Follow payment instructions carefully and avoid off-platform communication.
• Ensure that your profile and payment method details are valid and up to date.

When to contact support

• If you haven’t received an update within the expected timeframe.
• If you obtain new information or documents that could help resolve your case faster.