👇FREQUENTLY ASKED QUESTIONS (FAQ’s)

👉 Transactions on SwapWolf usually take from 5 to 30 minutes. If your transaction takes more time, it may be due to various issues:

• DDoS attacks. Unfortunately, such problems happen from time to time, but we are always happy to help you and solve any issues;
• Cryptocurrency updates. We may update the client and disable some coins. As soon as we turn them back on, you will get your funds right away;
• The blockchain is overloaded. Too many transactions are waiting to be included into the blockchain, and yours may wait for its turn, too. Sometimes you might have to wait a little longer.

👉 There is no upper limit for cryptocurrency exchanges on SwapWolf. However, there are lower limits: they are different for each coin and range from ~$1.7 to $20. We’re working on lowering the minimal exchange amounts for all the coins available on SwapWolf. If the deposit you’ve sent us is less than the minimum exchange amount, we will not be able to finish the exchange and guarantee a refund.

👉 Blockchain operations are irreversible. If the funds are sent, the transaction cannot be canceled by anyone. Therefore, thoroughly check all the payment details before sending funds to anyone, including us or anyone else.

👉 The expected rate is the rate at this exact moment. You must understand that it takes some time to send the deposit and confirm the transaction so, with the market volatility, you might get a bit less or more than you thought you would.

👉 A fixed rate crypto exchange is an exchange performed at the same rate which is displayed to the client at the beginning of an exchange, regardless of subsequent rate fluctuations. In some cases, fixed-rate exchanges have lower rate but the opposite is also possible.

👉 During the classic flow, each transaction may have its own unique exchange rate because of rate fluctuations, market conditions, and network fees. The rate might change at any moment; as a result, you might receive more or less than you thought you would. Implementing fixed rate exchanges leads us to lay down a small reserve to guarantee your safety from exchange rate fluctuations. It’s included into the rate you will see at the beginning of the exchange, no other fees included. Because of the rate risks we take, the fixed rate may differ from the classic flow’s rate. However, it gives our customers confidence in the amount they will receive.

👉 After you’ve picked the Fixed Rate flow, you create an exchange and make a deposit. You have 20 minutes to deposit your exchange funds; during that time, we guarantee that the rate won’t change in any way. You will receive the exact amount that was displayed to you.

👉 You may choose the fixed rate flow if you would like to be certain that the amount of crypto you’ll receive will stay the same, no matter what. With fixed rate exchanges, our users enjoy the stability of their conversions and are safe from sudden rate drops. In some cases, fixed-rate exchanges have lower rate but the opposite is also possible.

👉 It means exactly that — exchanges of certain trading pairs are carried through our partners. These exchanges aren’t much different from regular SwapWolf exchanges, however, there are a few things you might want to keep in mind:

In these cases we don’t carry out any KYC checks on our side. However, they might be carried out by our partners;

Please be aware that other services that we are partnered with might have KYC policies that are different from ours;

However, us carrying out exchanges through third party services does not mean we forfeit our responsibility for the exchange. If you run into any issues during the exchange, just let our support team know and we’ll help you out in the shortest time possible.

👉 It takes some time to process transactions. Due to the high volatility of cryptocurrency, speed is crucial, however, the final exchange rate can differ both in the positive or negative direction. SwapWolf guarantee is the best rate at the very moment of an exchange operation.

👉 Cryptocurrency wallet address is a unique combination of numbers and letters ranging from 26 to 35 characters in length.

👉 When you decide which crypto coin you would like to acquire, find a reliable crypto wallet. Each cryptocurrency has an official one. When you create a wallet, you automatically get an address and a private key. Keep your private key to yourself and don’t show/share it to anyone, even if they ask.

There is a minimum exchange limit of 30 EUR

FEES:

• SEPA / SWIFT / UK Faster Payments: C2F: 0% + 3.49 EUR

Daily Maximum Limit:
€2,000 (SEPA/SWIFT/Faster Payments)

Monthly Maximum Limit:
€15,000 SEPA/SWIFT/Faster Payments

Your card must comply with the requirements of our partner, Guardarian: the card must be issued by VISA or MasterCard. It may be a pre-paid (make sure to check if your pre-paid card is eligible for crypto-related purchases). Wire transfers, American Express and Discover cards are not accepted.

The exchange process speed depends on the cryptocurrency network speed and your preferred payment method.

Card payments are usually faster, taking only minutes for the funds to be transferred.

Bank transfers may take up to 1-3 business days.

If your bank provides Instant SEPA payments, then the process is much faster.

In any case, we start the exchange process immediately after we’ve received the deposit on our side.

Transaction URL would be provided to you during the exchange process. Using it, you may follow the progress of the exchange and have an understanding which steps needed to be done next.

As soon as we receive the funds to our bank account it becomes impossible to cancel the transaction, as blockchain operations are irreversible.

SwapWolf AML/KYC procedure is supported by an automated risk prevention system. If a transaction is marked suspicious by this system, the exchange is put on hold and the customer in question is then asked to confirm their identity.

There is a certain set of criteria that the system employs; however, they can’t be made public, otherwise there will be people who will try to abuse those criteria in order to cheat the algorithm.

This system has proven to be very useful against money launderers and scammers, since the KYC process allows us to tell an honest customer apart from a scammer very quickly and without any trouble.

Each KYC case is handled individually. If a certain client is eligible for the procedure since their transaction had been marked as suspicious, they will have a special status update on the exchange page along with a Verify button; the button will lead to our KYC provider SumSub’s verification tool.

SwapWolf is partnered with a Third-Party KYC provider. In order to get your identity verified, you will be offered to follow third-party provider’s link (it will be under the Verify button) and complete the verification through a comfortable and smooth UI. You will have 3 days to complete the verification procedure, and if you don’t want to pass KYC, you can refuse (in that case, please shoot a message to [email protected]) and receive a refund.

After SwapWolf has received the confirmation of you having passed the KYC procedure from our third-party provider, the exchange is completed, and the exchanged funds are then sent to the specified recipient wallet address.

We do everything in our power to maintain our reputation as a legitimate, law-abiding exchange service that can be safe for use by anyone, be it a regular person who doesn’t deal with crypto much or an experienced trader or miner; therefore, SwapWolf reserves the right to apply the KYC/AML procedure to certain clients, wallet addresses and select assets.

SwapWolf doesn’t support any money-laundering or other illegal activities; therefore, the service doesn’t enter any business agreements with individuals or business entities involved or suspected in such activities. Therefore, if a customer’s funds are suspected of illegal activities, the KYC procedure will be a little different – in that case, our support team will let you know.

In case a client doesn’t wish to disclose their identity for certain reasons and refuses to provide the documents, the KYC/AML procedure is considered failed and the deposited funds are then refunded to the address (or addresses) the deposit was made from, subtracting the network fees, within 24 hours. Then, SwapWolf reserves the right to blacklist this address (or addresses), thus rendering it (or them) non-eligible for making deposits on the service.

In case a client submits a false set of documents, the KYC/AML procedure is considered failed and the deposited funds are then refunded to the address (or addresses) the deposit was made from, subtracting the network fees, within 24 hours. Then, SwapWolf reserves the right to blacklist this address (or addresses), thus rendering it (or them) non-eligible for making deposits on the service.

Please bear in mind that SwapWolf reserves the right to submit all the received materials to legal authorities (Interpol, Europol, and others) in case a corresponding request is received.

To verify your identity, you will receive a code in an SMS on the mobile number you have provided, you will also be prompted to enter your information and upload some required documents. We will then verify your identity and approve your transaction, provided you have met the following requirements.

Proof of ID

For you to be given access to our services, we need to verify your identity by the KYC requirements of the company. We accept only valid international passports, a National ID card/Residence permit, and a Driving license as a valid means of identification.

We’ll also ask you for a 3D Liveness Check or Selfie photograph which requires camera access on the device you are using.

You only need to be verified once and all following transactions will be automatic. However, : “Guardarian” will require verification if you decide to use another bank account.

If you have more questions, kindly contact “Guardarian” support team at [email protected]

All the documents that you might provide during SwapWolf’s KYC/AML procedures are encrypted and stored in specialized secure storage as long as required by law. We guarantee that they won’t be sold to or shared with any kind of third party, excluding potential law enforcement requests.