If the transaction is failed but the funds have been debited from your account, contact the support team and give the details of this transaction (TXid or value).
If the transaction is pending, there is nothing to worry about, as we process BTC deposits after 3 confirmations on the network. All you need to do is to wait for the transfer to be completed. Sometimes it may take a couple of hours, it depends on the load of the network.
NB: Large BTC amounts may take longer to get processed for the security reasons.
If you have any questions, please contact our support team via the live chat or by email at firstname.lastname@example.org.