# Withdrawal was Returned, but I Haven't Received It When a receiving platform rejects and returns a deposit, the funds are sent back to a Cwallet hot wallet address, not directly to your personal balance. Our system cannot automatically identify who these returned funds belong to without your input. **How to Claim Your Refund?** You must manually claim these assets by submitting a Refund Ticket: [Crypto Recovery Ticket (Refund)](https://cwallet.com/tools/ticket?t=refund) To ensure your request is processed quickly, please fill out the form exactly as follows: * **TxID:** Enter the Return Transaction ID (the hash of the transaction sending funds back to Cwallet, not your original sending hash). * **Amount:** Enter the exact amount returned. * **Order ID:** Provide your original Cwallet Withdrawal Order ID. * **Video Proof:** To prevent fraud and ensure accurate crediting, you are strictly required to upload a screen recording as evidence. * Open the external platform (the one that returned the funds) and record the official proof of refund. This could be an email notification, support chat history, or an in-app system notification. * The video must clearly show the following three elements: token name, returned amount, and return TxID (The specific transaction hash of the refund). **Still need help?** * **Live Chat Support:** Contact [Live Support](https://cwallet.com/support) for real-time help. * **Email:** Send your inquiry to