Unexpected money received

Received funds you did not expect or request? You are required to report it. Spending funds that are not rightfully yours is a violation of our terms.

You are required to report unexpected funds

If you have received money you did not request or expect, do not spend it. Spending funds that are not rightfully yours is a direct violation of our Terms of Service and may result in permanent account suspension.

What this means

Unexpected funds in your account can arrive in two ways. It may be a user-to-user transfer sent to you by mistake, or it may originate from an external blockchain source, potentially linked to a malicious actor attempting to use your account as a pass-through.

In either case, you have no legal or contractual right to use, transfer, or withdraw those funds. The moment you receive money you did not knowingly request, you are obligated to report it to us immediately.

How it may have happened

User-to-user mistake

Another RutoWallet user may have entered the wrong address or username and sent funds to you unintentionally. This is a human error and the sender has the right to reclaim those funds.

External blockchain source

Funds may have been pushed to your wallet from an external blockchain address, potentially by a malicious actor attempting to launder money or implicate your account in illicit activity.

Your options

Hold the funds and wait

Do not touch the funds. Leave them in your account and wait. If the original sender or a legitimate claimant contacts us with sufficient evidence, we will facilitate the return of the funds. Your account will not be penalized for simply holding them.

Report it to us directly

If you want to proactively resolve the situation, report the unexpected funds to our team. We will investigate the source, freeze the amount if necessary, and handle the resolution. This is the recommended course of action.

Report via email Submit a ticket

Consequences of misuse

Spending, transferring, or withdrawing funds that were not intentionally sent to you is treated as a serious violation. If a report is filed against you and we gather sufficient evidence of unlawful use, the following actions may be taken:

Your account will be immediately frozen pending investigation.
You may be permanently banned from RutoWallet.
Your account details may be shared with all partner platforms we are connected with, resulting in a platform-wide ban.
The matter may be escalated to relevant law enforcement or regulatory authorities.
Any funds spent may be subject to legal recovery proceedings.

What happens after you report

Report received

Instant

Your report is logged and the flagged amount is noted in our system for review.

Source investigation

Within 12 hours

Our team traces the origin of the funds, whether from a user error or an external blockchain source, and determines the appropriate course of action.

Funds frozen or returned

As required

If the source is confirmed, we will freeze the amount in your account and facilitate its return to the rightful owner. Your account remains in good standing.

Resolution confirmed

Ongoing

You will be notified once the matter is resolved. Reporting proactively protects you from any future liability related to those funds.