Deposits identified as high-risk, such as those coming from gambling platforms, can't be accepted and will be refunded. To process the refund, we need a screenshot from your wallet on the platform the funds came from. This article explains why, what we need, and what happens next.
Why was my deposit refunded?
Coinstash is registered with AUSTRAC and must meet Australia's Anti-Money Laundering and Counter-Terrorism Financing (AML/CTF) obligations. As part of these obligations, we assess the risk of where every crypto deposit comes from. Learn more about the Travel Rule.
Some sources of funds fall outside what we're able to accept under our risk policy. Deposits from these sources will be refunded to the platform they came from, regardless of the amount. We're unable to share specific details of how individual deposits are assessed.
Your funds aren't lost. They're being held until the refund can be processed.
What counts as a high-risk deposit?
High-risk deposits include, but aren't limited to, funds sent from:
Online gambling platforms, including crypto casinos and betting sites
Other platforms or sources identified as high-risk under our AML/CTF program
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 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 refund, 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.
Frequently asked questions
Is gambling with crypto illegal? This isn't about whether an activity is legal. It reflects the sources of funds we're able to accept under our AML/CTF risk policy.
Can you credit my deposit just this once? No. Our team can't make exceptions for deposits identified as high-risk.
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 refunded.
My deposit came from an exchange that isn't licensed. Is that the same thing? It's handled in a similar way. See Why was my deposit from an unlicensed exchange rejected?
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.