User
Didn't receive my funds
I've tried to exchange 85 XMR for USDT. I've transferred XMR to the address provided by shapeBTC, received 10+ confirmations, but no payout followed. I was supposed to be paid about 19,700 USDT. I reiceived an explanation that their "exchange temporarily froze all transactions on this account due to suspicious activity in one of the transactions (not related to your transfer)" Currently they refuse to do a refund or payout. They ask to wait until their account is unfrozen. In the meantime I received no guarantees that I will ever receive a payment or a refund of XMR. No deadlines are given. I do not recommend using the services of this exchanger until this situation is resolved. I ask the administration of this platform to consider my claim, intervene in the situation and suspend the work of this exchange until they return my funds.
Response from Shapebtc.comMar 5, 2025
Good afternoon! We are sincerely sorry that you had to face this situation. We understand your dissatisfaction and fully share your desire to get your funds as soon as possible. Indeed, your transfer is currently on the side of our provider. Unfortunately, the exchange has temporarily frozen all operations on this account due to suspicious activity on one of the transactions. We are already actively cooperating with the provider to speed up the investigation and get the funds unblocked as soon as possible. We are also interested in a quick resolution of the issue, as such actions of the exchange affect not only you, but also us. Unfortunately, this is a standard policy of the platform and we cannot influence it directly. However, we do our best to minimize the consequences and help you in this situation. To avoid similar cases in the future, we have promptly moved work to other accounts so that this situation does not affect other customers. We are in constant contact with the provider and will notify you as soon as new information becomes available. Once again, we apologize for the inconvenience and thank you for your understanding. In any way, please don't be concerned , for our part, we guarantee that the funds will be received by you in full amount. Regards, ShapeBTC team