If you have deposited funds into your account and the funds did not credit within the standard timeframe, contact our customer support team to assist you further.


Please check the following and if there are any issues, contact our customer support team for further assistance.

Bitcoin: 1-3 hours/need 3-6 confirmations on the Blockchain (www.blockchain.com)

  • You need to enter the correct Bitcoin wallet address 
  • The Bitcoin address is unique and can only be used once.
  • The funds are Bitcoin (BTC) and no other cryptocurrency
  • You can check the www.blockchain.com website. Make sure you choose Bitcoin (BTC) and not Bitcoin Cash (BCH) when the search results come up.


Debit/Credit Card (3rd Party Platform): Instant (Once approved): 1-3 hours and needs 3-6 confirmations on the Blockchain (www.blockchain.com)

  • You need to enter the 16-digit number that is on the front of your card.
  • The full name that is showing on the card.
  • The Expiry date.
  • The card verification code (CVC). (3 digits on the back of the card).
  • The Verified By Visa (VBV) or Mastercard Secure code correctly (if prompted).


VLoad: Instant


  • Purchased a valid VLoad voucher.
  • Used the correct voucher number.
  • The name on your VLoad account matches the name on your Hugo's Way account.


EU Wire (EUR) : Up to 7 business days


  • You have made a deposit request via Wire and have transferred your funds (EUR) and a minimum of €100 to the banking details provided.
  • You have uploaded a Proof of Transfer by selecting the transaction ID from the section "Upload proof of transfer" and then selected the "Upload Document" button
  • Your Proof of Transfer is a screenshot of the transfer details to include important data points - name, date, value, transfer confirmation ID or reference so that we can review your transfer. 


Wire Transfer (3rd Party Platform): Up to 7 business days and then instant (Once approved): 1-3 hours and needs 3-6 confirmations on the Blockchain (www.blockchain.com)


  • You have made the wire transfer request via your Account which redirected you to the 3rd party platform to complete your request and submit your wire details.
  • You have received notification from the 3rd party provider that they have received your wire transfer and confirmed they have processed your Bitcoin transfer to the BTC address given to you by Hugo's Way which you provided them when making the request. 
  • You can check the www.blockchain.com website with the transfer details provided to you by the 3rd party provider to check the progress of your blockchain transaction for 3-6 confirmations