If you made a withdrawal of Bitcoin and such appears as “Pending” for over 10 minutes in your history, please contact us by getting a support ticket from our Help Center, selecting the options "Problems with Withdrawal" > "Digital Currencies" > "Bitcoin BTC" and the subcategory that works best for your problem; the reasons explaining why this may happen are the following:
Low Funds in our Hot Wallet: In this case our technical team will ensure that your withdrawal is processed as soon as possible.
You entered an incorrect withdrawal address: The Bitcoin address from which you intend to withdraw is written incorrectly or is not valid; in this case your withdrawal will be cancelled and the funds will be reaccredited to your Bitso account so that you may attempt the withdrawal again.
ALWAYS MAKE SURE THAT THE RECEIVING ACCOUNT IS OF THE SAME CURRENCY THAT YOU ARE TRANSFERRING. EXAMPLE: IF YOU TRANSFER A CURRENCY SUCH AS BTC TO A BCH ACCOUNT, BITSO ACCEPTS NO LIABILITY FOR THE LOSS THEREOF.
Upon sending these requirements, one of our agents will follow up your ticket within 24 to 48 hours, keeping you informed of the progress of your request.