If your crypto deposit came from an exchange or platform that isn't appropriately licensed or registered, we're unable to accept it. The deposit is automatically rejected and must be refunded to the platform it came from. To process the refund, we need a screenshot from your wallet on that platform. This article explains why, what we need, and what happens next.
Why was my deposit rejected?
Coinstash is registered with AUSTRAC and must meet Australia's Anti-Money Laundering and Counter-Terrorism Financing (AML/CTF) obligations, including the Travel Rule. As part of these obligations, we can only accept crypto deposits from platforms that are appropriately licensed or registered to provide crypto exchange services. Learn more about the Travel Rule.
Unlicensed platforms aren't held to the same standards for verifying their customers or sharing sender information, so we can't accept funds from them. This applies to deposits of any size and can't be overridden by our support team.
Your funds aren't lost. They're being held until the refund can be processed.
What is an unlicensed exchange?
An unlicensed exchange is a crypto exchange or platform that isn't registered or licensed with the relevant regulator to provide crypto exchange services, such as AUSTRAC in Australia or the equivalent financial regulator in the platform's home country.
Note: If your platform simply didn't appear in the list when you confirmed your deposit, that doesn't mean it's unlicensed. See What if my exchange or platform isn't listed?
What you'll need
A screenshot from your wallet on the platform you sent the crypto from, showing:
The platform's logo or website URL: the app header, platform branding or browser address bar must be visible
Your deposit (receive) address for the same asset and network you originally sent, shown in full
This confirms that the address we return your funds to belongs to your account on the originating platform.
Screenshot checklist
✅ Full, uncropped screenshot taken directly on your device (not a photo of another screen)
✅ Platform logo or URL clearly visible
✅ Full deposit address visible, for the correct asset and network
✅ All text legible, with no blur or glare
❌ Not edited, annotated or altered in any way
⚠️ Never share your seed phrase, recovery words or private keys, in screenshots or anywhere else. No legitimate platform, including Coinstash, will ever ask for them.
How to request your refund
Step 1 – Open the platform you sent from
Log in to the exchange or platform the deposit came from and go to its deposit or receive screen.
Step 2 – Select the same asset and network
Choose the same coin and network you used for the original transfer. Sending a refund on the wrong network can result in lost funds.
Step 3 – Take your screenshot and send it to us
Reply to the email or support ticket you received about the rejected deposit, attaching your screenshot. Please include the transaction ID (TXID) of the original deposit if you have it (how to find your TXID).
What happens next
Our team reviews your screenshot.
Once approved, we return the funds to the deposit address shown in your screenshot.
You'll be notified by email once the refund has been sent.
Network fees for returned transfers may apply, so the amount you receive may be slightly less than the amount you sent.
How to avoid this in future
Only send from licensed exchanges or wallets in your own name.
Check a platform's registration before using it. If you're unsure whether a platform is licensed, contact our support team before sending.
Frequently asked questions
Can you credit my deposit just this once? No. We're required to reject deposits from unlicensed platforms under our AML/CTF obligations, and our team can't make exceptions.
Can the refund be sent to a different wallet or exchange? No. Refunds can only be returned to your account on the platform the funds came from.
What if I move the funds to another wallet first and then deposit them? Deposits are assessed on where the funds originally came from. Moving them through another wallet doesn't change their source, so they may still be rejected.
Does this mean I've done something wrong? No. This is about the platform the funds came from, not about you.
Need a hand? Our Brisbane-based support team is here to help. Tap the chat icon in the app or on the website to get in touch.