HELP ZONE
GENERAL
If you don't find answers to your questions in our FAQ, you can contact our email feedback team: [email protected] or create a ticket on the site.
To contact our feedback team, create a ticket on the site or send us an email: [email protected]
It depends on what issue you are experiencing. Our feedback team will assist you as soon as possible and forward your issue to the correct department when needed.
No. All emails and tickets are answered in order of date. Creating multiple tickets or sending more than one email for the same issue may delay response time. Our feedback team will therefore close/ delete tickets and emails regarding the same issue and reply to only the first ticket/ email sent to us.
Skins basically are virtual items that are being used in different games. Skins can be used, for example, to decorate weapons or personalize characters. In some cases the skins can give the player advantages in the game but most skins are just for visual purposes.
No. The Platform does not provide services to users from restricted jurisdictions. The list of restricted jurisdictions includes, but is not limited to: Afghanistan, the Republic of Belarus, the Democratic Republic of the Congo (Kinshasa), Cuba, Haiti, Iran, Iraq, Libya, Mali, Myanmar, North Korea, the Russian Federation, South Sudan, Sudan, Syria, Venezuela and Yemen. Registration, deposits, purchases, sales and withdrawals are unavailable to users from these jurisdictions. The use of VPN, proxy or similar tools to circumvent geographic restrictions is prohibited and leads to account blocking and refusal of transactions.
If you deposit less than the minimum required amount the transaction will not be processed by our system. Please contact our feedback team by creating a ticket on the site.
No. DOTA2MONEY does not provide services to users located in restricted jurisdictions, including the Russian Federation and the Republic of Belarus. Deposits, purchases, sales and withdrawals are not available to such users. Accounts identified as belonging to users from restricted jurisdictions are subject to blocking.
Your transaction has been rejected by our payment processor because your card is not secured by 3-D secure authentication. You should contact your bank and ask them to enable this feature for you. 3D Secure is an additional step you can enable for every time a card transaction is made online. It enhances security measures. When you turn on 3D Secure, you’ll be asked to validate every transaction in your bank's app or with a SMS code and your PIN code.
You can withdraw your funds at the withdrawal page by choosing a withdrawal method that suits you best. The available withdrawal options will be displayed at the withdrawal page.
The minimum withdrawal amount is 10 EUR for card payouts.
The maximum amount of a single withdrawal is 10 000 EUR.
The maximum total amount of withdrawals is 50 000 EUR per calendar month.
Lower limits may apply to an individual account for compliance and anti-fraud reasons. Withdrawals close to these limits may require additional identity verification (KYC) and documents confirming the source of funds.
The sale amount is credited to your Market Balance immediately after you accept the offer, and you can use it for purchases on the site straight away. For security and anti-fraud purposes, funds received from a sale become available for withdrawal 3 days after they are credited to your Market Balance. During this period we may carry out additional checks of the transaction, of the items and of your account.
Your card issuer/ bank is declining payments from DOTA2MONEY. Please get in contact with your card issuer/ bank to resolve the issue, or you can try with a different card.
If your withdrawal got rejected due to "incorrect card data" you can start by checking that your card is still valid. The issue could also be that you have an Invalid PAN, CVV or that the transaction is not supported by card. If the issue persists, Please contact your card issuer/ bank to clarify the situation.
If you have withdrawn funds to a Mastercard or Visa card, this status indicates that we have sent your withdrawal request to our payment partner, who is currently processing it. If your withdrawal request is not approved for any reason, you will be able to cancel it in a few days on the withdrawal page.
If the funds have not been credited to your card, please make sure that the details you entered are correct. If you encounter any issues, please contact our feedback team with a screenshot of your transaction history, including the card number, date, and time of the transaction. We appreciate your trust and are doing everything possible to process your requests quickly.
Your card issuer/ bank declined our payment for "Antifraud". Unfortunately, this is a security measure some card issuers/ banks have for international incoming payments and there's nothing we can do to bypass that.
Unfortunately, that's not possible. We only accept cards that require additional 3-D secure authentication.
Yes, you can delete your Dota2Money account from your account settings. Please note that once you delete your Dota2Money account, you will no longer be able to access the site with that account, nor re-register using the same Steam account or email address.
BUY FLOW
To purchase skins on the DOTA2MONEY platform:
- Log in to your account on the platform.
- Browse the "Market" page and use filters to find the desired skin.
- Add the selected item to your cart.
- Click the "Buy" button to complete the purchase.
Note: Funds for the purchase will be deducted from your internal balance.
If your internal balance is insufficient, a pop-up notification will appear:
- "Insufficient funds! Please top up your internal balance!"
You can top up your balance using the payment methods available on the platform and proceed with the purchase.
After successful payment:
- You will receive a confirmation notification.
- Log in to your Steam account and confirm the trade offer sent by the DOTA2MONEY bot.
- Once you accept the trade offer, the purchased skin will be added to your inventory.
Usage: The Market Balance can be used for purchases on the platform. Withdrawal: funds can be withdrawn after meeting the applicable conditions, including passing KYC verification and meeting the minimum withdrawal amount.
Minimum withdrawal amount: 10 EUR for card payouts. Maximum single withdrawal: 10 000 EUR. Maximum total withdrawals: 50 000 EUR per calendar month.
Funds received from selling skins become available for withdrawal 3 days after they are credited to your Market Balance.
Withdrawal time: withdrawal requests are usually processed within 24 hours on business days; depending on the payment method or bank, it may take up to 3 working days for the funds to reach your account.
Yes, users are responsible for their own tax obligations related to any money or profit earned via the platform.
If you have any questions or encounter issues, contact the DOTA2MONEY feedback via link team for assistance.
REFUND
Skins are qualified as digital content (virtual items) and are exempt from the general withdrawal right due to their specifics upon the consumer’s prior express consent.
All transactions with skins (sale, purchase) are final and can not be reversed.
No way. To prevent accidental purchases, a confirmation window is provided before finalizing transactions. Once you confirm the purchase, we cannot return the funds to you, since they have already been credited to the platform.
If you have not received the ordered skin or received it only partially, please contact DOTA2MONEY Feedback. Once the non-delivery is confirmed, we will proceed with the refund.
We will start processing your purchase after your payment is approved. Usually, payment confirmation takes a few seconds but may take longer depending on the payment method you selected.
Any delay in payment processing by the payment provider is not considered a non-delivery and does not qualify for a refund.
If the purchase was made without your authorization and your payment details were used fraudulently, please contact us via email at [email protected] as soon as possible. We will investigate the case, and if the funds are still in our system, we will proceed with the refund. Otherwise, a refund is not possible.
By default, the funds will be refunded through the payment method used for the purchase. A refund usually takes about 15 days but no more than 45 days. If your payment method does not support refunds, we will credit the refund amount to your DOTA2MONEY balance.
SELL FLOW
Sell Now is a feature in Market mode that allows you to sell your skins instantly under specific conditions. DOTA2MONEY determines which skins are eligible for Sell Now, and eligible skins will be marked accordingly.
The pricing for skins in Sell Now is set exclusively by DOTA2MONEY. The price is non-negotiable and cannot be contested by the user.
To sell items, log in through your Steam account on our site. Provide your Full name and Trade link from Steam in account settings here. Navigate to the Sell Now page, select items from your Steam inventory, and our platform will evaluate them. If you are satisfied with the offered price, confirm the transaction by clicking the "Instant Sell" button.
Upon initiating the sale, DOTA2MONEY generates an offer valid for 15 minutes. If you fail to accept the offer within this timeframe, it will be automatically canceled.
Once you accept the offer, DOTA2MONEY immediately credits the agreed sale price to your Market Balance, and you can use it to buy other items on the site straight away. Withdrawal of these funds becomes available 3 days after they are credited to your Market Balance — this holding period is applied for security and anti-fraud purposes. After that, the balance may be withdrawn subject to the Market Balance withdrawal terms and limits (minimum 10 EUR, maximum 10 000 EUR per withdrawal and 50 000 EUR per calendar month).
- Each transaction allows the sale of up to 10 items at a time
- The sale is final and non-refundable once completed.
If your item isn’t accepted, it could be due to an expired trade link. Update your trade link in your account settings under Steam settings. If the issue persists, contact our support team by creating a ticket on the website.
Yes, you can use your balance from selling items to purchase other items on the site or withdraw it.