For Bank Transfer Issues:

Gather Information:

• Capture transaction details via screenshots from your bank's online portal or app.
• Make note of the session ID or any reference number linked to the transaction.

Contact Customer Support:

• Reach out to our customer support team through official channels, such as phone, email, or in-app messaging.
• Provide the collected screenshots and relevant details.
• Clearly explain the encountered issue and include any error messages.

Follow Up:

• Regularly check with us for updates on your complaint if the issue persists.

For Crypto Deposit Issues:

Gather Information:

• Capture transaction details via screenshots from your cryptocurrency wallet.
• Record the transaction hash in plain text.

Contact Crypto Exchange Support:

• Get in touch with our customer support.
• Submit the screenshots and transaction hash.
• Clearly explain the issue and any error messages received.

Follow Up:

• Regularly follow up with us to inquire about the status of your complaint.

For Card Deposit Issues:

Gather Information:

• Take pictures of the front and back of your card, excluding sensitive information like CVV.
• Capture a selfie while holding your card.
• Collect bank statements showing the transaction.

Contact Card Issuer/Bank:

• Call the customer support of your card issuer or bank.
• Provide the images of your card, the selfie, and the bank statements.
• Clearly explain the encountered issue and include any error messages.

Follow Up:

• Consistently follow up with your card issuer or our customer support team to inquire about the status of your complaint.

General Tips:

• Utilize official communication channels provided by Platnova.
• Refrain from sharing sensitive information on unsecured platforms.
• Keep a record of all communication and reference numbers for future reference.
• Exercise patience but remain persistent in following up until the issue is resolved.

      If in doubt, contact our customer support for guidance.