Help: HBAR sent to wrong account due to automatic validation on Bitvavo

[Allicedreim123]

Hi everyone,

I recently sent HBAR from my Bitvavo account to an external wallet. I followed the platform’s verification process and submitted a screenshot showing my correct wallet address.

However, the system automatically approved a different wallet address than the one in my screenshot, and the funds were sent there.

I have clear evidence:

The screenshot I submitted for verification (showing my correct address)

Capture showing that the system approved a different address

Transaction record on the Hedera network

I understand the network itself is irreversible, so my only option is Bitvavo support. I’ve submitted a ticket with all this evidence, but I’m still waiting for their response.

Has anyone experienced something similar with Bitvavo or other exchanges, where automatic validation approved an address that didn’t match the submitted screenshot? How did support handle it? Any advice on the best steps to recover funds would be greatly appreciated.

Thanks in advance for sharing your experience.

[OmegaStarScream]

I'm confused by the "screenshot" part, do you mind to elaborate?

You're saying that in order for you to withdraw the funds from Bitvavo to another wallet, you must provide a screenshot as opposed to just copy pasting the address in their site, like it is done in every exchange out there?

Or does the exchange ask you to input (by pasting) an address +  a screenshot to prove that you own that address?

Just trying to find the "point of failure" here. If it's just a screenshot... and they extract it from there, I guess there is plenty of room for error there but I cannot imagine them processing their withdrawals that way...?

[Allicedreim123]

Hi, thanks for asking! Yes, it might seem unusual. On Bitvavo, for certain withdrawals (especially to new external wallets), they require you to verify the wallet address before sending funds.

This verification isn’t just copying and pasting the address. You have to submit a screenshot from your wallet showing the full address. The platform uses this to confirm that the wallet exists and that you are the intended owner of the wallet (or at least that the address matches a real wallet).

In my case:

I submitted a screenshot showing my correct wallet address.

However, the system automatically approved a different wallet address that did not match my screenshot. The one that was copied was different from the one on the image.

So the screenshot is part of Bitvavo’s verification step—it’s meant to prevent mistakes or fraud, but in this instance the automatic validation system approved the wrong address, which caused the issue.

[OmegaStarScream]

So you provided a screenshot, and nothing but a screenshot? they extract the address themselves? You didn't input the address manually at all? (no room for a clipboard malware)?

But regardless whether it was a screenshot alone vs address input + screenshot while having a clipboard malware...
The verification would've never went through in the second scenario because the address you pasted would've not have matched the screenshot.

If my understanding of the situation is correct, this seem like it's their fault.
The only problem now is how are you going to prove it? If the "uploaded screenshot" is still accessible from your dashboard, you're probably going to be fine, but if you have no way to prove that you uploaded the correct screenshot... then it's going to be a tricky one. Not saying they're going to scam you, but this could make the whole process less straightforward.

Either way, your best bet would be to contact them and hope for the best.

Do you mind posting the address involved by the way? The one they sent the funds to.

[Allicedreim123]

I submitted a screenshot showing my correct wallet address for verification on Bitvavo. However, when making the withdrawal, I manually entered a different wallet address, which did not match the screenshot.

The system approved the manually entered address, even though it didn’t match the uploaded screenshot. I also have an official email confirming that this incorrect address was marked as verified. Also I have the image of the correct wallet.

The funds were sent to this address: 0.0.1039064

For now, I’m not looking to escalate or generate any pressure. I just want to know if anyone else has experienced something similar:

Has the automatic approval of a manual address happened to anyone else?

How did it get resolved in your case?

I’ve submitted a ticket to Bitvavo support and am waiting for a response, but I’m curious if there are precedents or similar cases and how they were handled.