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Frequently asked questions

How do I exchange on your site?

  1. On the main page, you need to sеlect the currency “GIVE” and the currency “GET”, enter the amount into the calculator and the system will calculate the amount you will receive. Then you need to click the “EXCHANGE” button.
  2. On the next page, you need to read the information at the top of the page, fill in the details and click the “EXCHANGE” button, then check that the details are filled in correctly, read and agree with the rules of the service, click the “CREATE AN ORDER” button ”.
  3. After creating an application, read the conditions on the application page, click the “GO TO PAYMENT” button, as a result of which you will receive all the details for paying for the application.

On our site, all exchange directions are automatic and there is no need to write “I PAID” in the chat. After automatic payment verification, your application will be processed by the system.

Do you have an affiliate program?

Yes. We have a very clear and transparent affiliate program, you can read its terms at the link https://mine.exchange/terms/< /div>

What are the bonuses for loyal customers?

Any registered user that was making any exchange, is already participating in the formation of their cumulative discount with its conditions. You can find it at the bottom of the page https://mine.exchange/ terms/

After reaching any of the stages of this Loyalty Program, you will receive a coefficient that is applied to the formation of a more favorable exchange rate for you at each following exchange (discount for any exchange in any direction).

You can get more detailed information after registration in your Account.

I transferred bitcoin but didn’t get paid to my card, what’s the problem?

Bitcoin exchange operations occur only after receiving one confirmation from the Bitcoin network. Usually, you need to wait for the first confirmation of the Bitcoin network.

But there are times when an application is deleted, this happens automatically if:

  • Payment for the application was not received within 30 minutes.
  • An amount has been transferred does not match the amount in the application.

Bitcoin transaction is not confirmed for a long time. What does this mean?

Transfers in the Bitcoin system can be in the “Unconfirmed transaction” state for a long time. The speed of confirmation depends on the following factors:

  1. Crypto network load — the more unconfirmed transactions in the bitcoin network, the longer the transaction will be confirmed: www.blockchain.info/ru/ charts/mempool-count
  2. Small commission – in the “crypto network” transactions with a bigger reward to miners are the first to be validated. In some cases, if you save a lot, the confirmation procedure may take several days.
  3. Cryptocurrency fluctuations also increase verification time.

On average, the transaction confirmation time is 15 minutes to 2 hours, but it often takes longer, and it is pretty challenging to predict the confirmation time more precisely.

Can I cancel an exchange if I have already paid for the order?

If you have already paid for the application but have not yet been completed, you can refuse the exchange per our regulations. According to paragraph 4.16 of our rules: if the client has paid for the application, but due to circumstances wants to refuse the exchange, the refund occurs minus 3% of the payment amount, commission within the payment system network and the exchange rate difference (if the exchange rate has changed by more than 3%)

Unfortunately, the exchange cancellation is technically impossible if the order has the status «completed».

I entered the wrong data and the funds did not come, what should I do?

Unfortunately, we will not be able to refund your funds. The only thing we can do is to provide details of where the funds went. Be careful when entering data!

I exchanged funds via telegram/telegram bot, by agreement on the forum, skype, viber, but did not receive my funds. Why?

All exchanges are made only through an application on the website https://mine.exchange, in the order you receive all the necessary details for making an exchange. For example, if you are offered to make an exchange in a telegram, you have fallen for scammers who pretend to be us. Please be sure to inform ouк support team about such cases, so we take measures!

All of our official contact details are listed on the contact page: https://mine.exchange/feedback/

Is it possible to exchange an amount that is more than the one indicated on the site?

Yes. To do this, during working hours, you need to contact the operator via online chat and discuss the details of the exchange there. We will try to provide our reserves with the necessary funds for your operation.

What is card verification for?

We must know that the card is in your hands and that you make the exchange. Many scammers try to use stolen data to transfer funds without having a plastic card in their hands. Therefore, verification is a simple but reliable way to protect our users.

How to pass card verification?

To verify the card, you need to register on the mine.exchange website, and then go to the Your Accounts section (https://mine.exchange/userwallets/ ), add an account, take a photo of the card according to the sample, and send a request for verification.

Step by step guide:

  1. Sign up at https://mine.exchange/
  2. Go to “Your Accounts
  3. Click the “Add account” button, sеlect your bank card (or Visa/MasterCard if your bank is not listed)
  4. Fill in the card number (if your card has 16 digit numbers, leave one field blank)
  5. Click on the red inscription: “Not verified”, You will see a sample photo for verification
  6. Take a photo for verification against the sample
  7. Photo requirement:
    The photo of the card must show the first and last 4 digits of the card. The rest of the data can be closed, on the background (behind the credit card), the monitor should be visible with an open tab of our site.
  8. Submit this photo for verification

How to pass card verification?

To verify the card, you need to register on the mine.exchange website, and then go to the Your Accounts section (https://mine.exchange/userwallets/ ), add an account, take a photo of the card according to the sample, and send a request for verification.

Step by step guide:

  1. Sign up at https://mine.exchange/
  2. Go to “Your Accounts
  3. Click the “Add account” button, sеlect your bank card (or Visa/MasterCard if your bank is not listed)
  4. Fill in the card number (if your card has 16 digit numbers, leave one field blank)
  5. Click on the red inscription: “Not verified”, You will see a sample photo for verification
  6. Take a photo for verification against the sample
  7. Photo requirement:
    – a selfie with a passport, the document must be clearly visible.
    – the first and last 4 digits of the card, the rest of the data can be closed.Full name in the document and on the card must match.
  8. Submit this photo for verification

How much time does card verification take?

Processing of requests for card verification takes 5-10 minutes during the operator’s working hours (from 10:00 to 24:00 GMT+3)

I verified the card, but when creating an order, it says “account not verified”

First, check if you are authorized on the site? Your login should be displayed in the upper right corner.

Check the verification status in the section “Your Accounts

When creating an application, it is required in the currency “I give” to choose the direction of exchange for which the card was verified in the “Your accounts” section.

For example, if you have a Sberbank card in the MIR system, you have verified the card as MIR. Then when creating an application for Sberbank – BTC, you will receive an error “account not verified” when creating MIR – BTC; everything will be fine.
If you have checked everything, but you continue to receive an error, don’t hesitate to get in touch with the technical support chat, the operators will be happy to help you.

How long does an exchange take?

We send funds within 1-5 minutes after receiving your payment.

I have paid, but the status of the order does not change, I do not see the “I paid” button.

All exchange directions on mine.exchange work automatically, payment confirmation is not required. The system will determine your payment automatically in about 2-7 minutes.

I bought a bitcoin, but it is not credited, the order has the status “completed”, what should I do?

On average, 3 to 6 confirmations are required for enrollment. For more details, check the service on which your bitcoin wallet works.

The speed of confirmation depends on the following factors:

  1. Crypto network load – the more unconfirmed transactions in the bitcoin network, the longer the transaction will be confirmed: www.blockchain.info/ru/charts/mempool-count
  2. Small commission – in the “crypto network” transactions with a bigger amount of reward to miners are the first to be validated. In some cases, if you save a lot, the confirmation procedure may take several days.
  3. Cryptocurrency fluctuations also increase verification time.

Can I exchange less than the minimum amount?

Exchanges below the minimum amount are not allowed.

How do I pay for an order?

After creating, click the “go to payment” button and you will receive all the details for payment.

One ​​amount was indicated in the application, but another amount was received, what should I do?

First, you should check if the application has received the final status “Completed order.”

Ifthe application is in the status “Waiting from the auto-payment module”, “In progress”, and “Auto-payment error”, it is worth waiting for the final status “Completed application” in 99% of cases everything will be fine.

If the application is completed, the amount received differs from that indicated in the application. The system is fully automatic and can send funds in parts. Unfortunately, the realities of the banking systems are such that sometimes payments can arrive with slight delays.

If the order is executed, and the amount differs by a penny in any direction, it means that the system has rounded the amount to round numbers when paying.
Rounding works like this:

If there is not enough 0.01% to the whole amount, then there will be a rounding up. For example, for payment of 99990.99, then 100,000 will be paid. If more than 0.01%, then pennies will be cut off. 4679.98 payable – 4679.00 will be sent

This was done because many clients complained about pennies, there is high volatility when exchanging cryptocurrencies, and while they create an application, the rate jumps, the client orders 60,000 for withdrawal, but for now, he makes an order for amounts, it changes to 59997.34

Error “Sending TRC20 to the new account will not activate it.”

If, while making a payment to a Tether TRC20 wallet issued by the system, you receive an error:

Sending TRC20 to the new Account will not activate it.

This means that you need to activate the Tether TRC20 wallet. To start a new account, you need to transfer any amount of TRX to it, for example, 0.0001 TRX, which is approximately $0.00001.
Before sending Tether TRC20, send the minimum amount of TRX allowed by the wallet to the wallet issued by the system. After that, Tether TRC20 payment will become available.
These restrictions are a feature of the Ledger wallet and the TRON blockchain.

How to find the HASH of a Tether TRC20 TRC20 transaction?

Wait for the application to complete. Status of the application will be “Application Completed”. After that, copy the address to which you sent the transfer and copy it to the search bar in browser https://tronscan.org and activate search.
After the page of this address opens for you, at the bottom of the page, go to the “Transfers” section, and on the right, switch the search from “TRX & TRC10” to “TRC20”, because you have sent a token to this network.

Below you will see a list of all transactions made in and out of this address. You need to find the approximate time of the transaction execution (the time of implementation and the appearance of the transaction may differ) and find your specific transaction by the amount.
Return to the application page and remember what amount was sent. For example, on the page with the order, you see this:
You receive: 15.3152 Tether TRC20 USDT
This means that on the page where you opened the transaction and found the estimated execution time, there will be a transaction with the amount + 15.3152
All you have to do is find the corresponding column with the name Hash to the right of the sum and copy the required one.

To help us block the scam site, please follow the steps below.

  1. Complain to the hosting of the scam site https://supportcenter.godaddy .com/AbuseReport#
    Follow the link, sеlect the phishing section and follow the instructions.
  2. Yandex
    If a phishing/fraudulent site is indexed in Yandex, complain about it using a special form. https://yandex.ru/support/webmaster-troubleshooting/delspam.html
  3. Yandex.Direct
    If the phishing site is hosted in Yandex contextual advertising, report the site using a special form. =”noopener”>https://forms.yandex.ru/surveys/1399/?lang=ru&iframe=1
    An additional option: next to the link to the phishing site, click on the green triangle, in the drop-down menu, sеlect the “Spam or Fraud” item. If there are several complaints from different IPs and devices, the advertisement should go to manual moderation.
  4. Google Safebrowsing
    Report phishing through a special form.
    https://safebrowsing.google.com/safebrowsing/report_phish/? hl=en

Reasons for AML Transaction Checks

We want to draw your attention to the importance of the AML (Anti-Money Laundering) policy and its role in protecting our service and all of its users. The AML policy is designed to combat money laundering and terrorist financing, as well as to protect legitimate business structures and prevent possible financial risks.We strictly adhere to the principles of the AML policy to ensure the safety and protection of our service and our users from possible risks. Therefore, we apply strict verification and monitoring measures to all transactions on our platform, using leading services in this field – Crystalblockchain and AMLCore.

We would like to note that the connection to dirty entities can be both direct and indirect. Therefore, to ensure maximum protection and prevent possible financial risks, we analyze the following categories of entities:

    • Sanctions
    • Special Measures
    • Terrorist financing
    • Child abuse material
    • Fraud shop
    • Illicit actor-org
    • Darknet market
    • Ransomware
    • Stolen funds
    • Scam
    • High-risk jurisdiction
    • Mixing

Transactions containing funds related to these entities will be stopped by the anti-fraud system. In addition, transactions that have a direct connection to dirty entities require stricter verification and mandatory sender verification.
We urge you to comply with the AML policy of our service and be vigilant when conducting financial operations. By following the rules and principles of the AML policy, we can ensure the maximum safety and protection of our service and all of its users.

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