The transaction is completed, but the user hasn't received the funds.

Delays can happen during the processing or mining phase. This is fairly common as the transaction passes through many different blockchain networks as miners verify transactions before they can be confirmed. In most cases, it should take about 2-30 minutes and status can be tracked on various blockchain explorers.

Do redirect the user to our customer support service and create a ticket for the appropriate transaction. If they attach a proof of transfer, our support team will assist them accordingly.