Bitcoin Forum

Hey Bitcointalk,

Few years ago I visited this forum and read about Bitcoin.

I have an account registered with BTC-E, I left some coins on my account there. I tried to log in and it said my account had been suspended and to contact support.

The customer support told me my account was blocked due to inactivity (Hadn't logged into it in over 2 years)

They asked for some proof that I was the owner of my account so after a few emails
I provided them with my:
Username
IP address I used when making my account
My registered BTC-E Email (The one I have been contacting them from)
I know my password, and roughly how much my balance was when I last logged in, and the month and year I made my account.

This should be ample information to identify me as the accounts owner. However they still refused to unblock my account because I don't have the transaction details for when I deposited from an old wallet I used years ago.

So because I can't provide detailed information about my deposit to the exchange (it was 1 simple Bitcoin > Bitcoin deposit) They are keeping my coins to themselves.
Do they honestly expect me to remember my transaction IDs and old wallets address from 2013?!

Many emails later mostly just with 1 sentence replies I am close to giving up and thinking that with inactive accounts BTC-E are basically stealing the coins.

Has anyone else had experience with the customer support over there? Or have any advice for me on how to deal with them  ???

Thanks in advance,

Thomas

Inactivity measures are there to protect older btce account holders that bought their bitcoins for long period from being cleaned out by
thiefs and such. If you are indeed actual owner of the account, you should have the ability to prove it in some way, but you will probably have
to give the info they are looking for in some form.

There is no chance that they are doing something like this out of greed for your few coins, just look at the profit they are turning each day just from fee's..
They are one of the oldest exchanges i know thats still running, they didnt get this far by stealing from their customers.

I once deposited a large sum into an old btc-e account address when it at one point changed,by mistake, and they were nothing but helpful and cooperative to credit it anyway.

Well they havent been very understanding or helpful so far

Hey! Welcome back to this forum! That sure was a long time of inactivity. I'm pretty sure they will help you get your account back, as long as you give them valid proof that you own the account. Risk is that, what interbtc said, you'll have to give them valuable information about yourself.

Yeah, I had the same problem OP. They're asking me to find the email stating my account was blocked and reply to it, but I never received the email. Failing that they're asking me to change my IP address back to the one I had when I signed up. Are these guys jokers or what?

For people complaining in this thread, do you have any way to prove that you are without a doubt the account owner?
If you control the address that deposited the funds in the first place, you could send them a signed message.
Could also work with an old withdrawal address.

Try it in Russian? I've heard people get better support results when they do that. It sure sucks. That's one of many places I'd never leave coins on.

Then why aren't they asking for this instead of giving us impossible tasks? I have emails with withdrawal confirmations.. and yes my address is still the same unlike OP.

Edit: they unlocked it for me.

Hi,

Yea i just fell into this trap, i was just checking through all my old trading platforms/sites/exchanges and btc-e first forced me to change my PW (ok thats fine) then it said my account was suspended. Why are they allowed to do this its just theft, I just assumed any deposits either crypto or fiat would be safe (for however long).

They asked me to reply to their ticket notification email which i did a few days ago along with all the other info they asked for which i gave them but im still waiting.

Luckily i dont think i left anything much in btc-e because i never trusted them much in the first place but this is just ridiculous, not even sure i want my account back now as just cant trust them.



P.S. their instruction was


So what exactly does that mean ? I just responded to the ticket email.

I had the same problem but I think they blocked my ip address, because i can even pull up their website!!
*can't

well they have given up responding to me. I dont think i'll get it back as iv changed my isp since then (so dif IP) and i dont have access to the private keys of the address i may have used to deposit to btc-e either.so cant sign anything or prove much at all except my email address.

Think they can prob just keep it.

They need to be sure that you are the account owner.
Maybe you will be happy if some thief try to hack your account and should go through all that security levels...

Why do they need to disable my account in the first place ? All very well them trying to determine i am the account holder but not by asking for things i can not provide.

They were preventing a hacker hacking into my account to empty dust from my wallet by locking up my account and taking it themselves. I suppose there is some logic to it lol.

I understand trying to verify identity, but this is ridiculous. They are definitely just trying to be jerks.

I have been asked for...
My Password PROVIDED
My User ID PROVIDED
My Email Address. PROVIDED
The original email verifying my deposit. That was over 4 years ago. I don't have the email but provided them with the exact amount of the deposit.
The email saying my account was suspended. I never received one.
They told me to just reply to any email that they sent me and that would be sufficient. I DID THAT.

Then they said I needed the following...
A picture of myself with my passport next to my face and a note with the current date on it. PROVIDED
A separate scan of my Passport. PROVIDED A PICTURE
A picture wasn't good enough. They insisted on a scan. PROVIDED
They said I cropped it. I DIDN"T CROP IT. IT IS A COMPLETE IMAGE OF MY PASSPORT.

They simply won't allow me access to my account. Don't tell me they aren't trying to be malicious. They certainly are!!!

It looks that they really don't respect their users. You did everything what you had to do and it's fully enough to verify your identity. How much funds do you have on your btc-e account? Maybe I can recommend to create scam accusation against btc-e.

Less than $1,000

Today they got back to me and asked why I blacked out my Passport ID numbers on the scan I sent them. I told them that they don't need those numbers unless they are trying to steal my identity. No reply.

I am sure they will email me overnight and ask for something else.

i have similar problems with btc-e. basically they do not care for anything but keeping your money as long as possible. so if u want ur money back u have to share your story with as much forums as possible and spread it all over the internet. if they find out you could harm their image they will finally give way.
with my money they actually have been even more ruthless. they just banned me from withdrawals without giving a reason and now their support is ignoring me. the scam could not be more obvious. i provided them my id and everything else over and over again. here is a link with the full e-mail traffic and the whole story: https://www.reddit.com/r/Bitcoin/comments/5zdur1/btce_keeps_my_bitcoins_does_not_let_me_withdraw/

Hi,
Also had my account locked because my stupidity (must admit). After initial email exchange, support stopped responding to my messages. I kept sending emails and twits everyday. Finally, after 10 days they got back to me with message "your account is unlocked", like nothing happened. Anyway, better late than never. For those waiting - there is still a hope, but I completely understand you are freaking out right now. I was just until yesterday. Good luck all.

Hey, at least you got yours unlocked. I got a reply after 9 days, where they asked me to take a photo with my passport, and then after I sent them that, 5 days later they close the ticket and my account is still suspended...

I also have a similar issue, no response after a week. That sucks real bad.

To all having their accounts suspended/locked, try verification. See below. It might help somehow. It is a new thing, they have just emailed me.

Good luck all.









Dear members of BTC-e.com.

Please, be informed about the upcoming changes on BTC-e.

1. Verification:

We have added the opportunity for our users to verify their accounts (verification is optional).

Verified users will be able to enjoy certain benefits when using the exchange:

1. There will be no money hold after depositing in FIAT currencies via electronic payment systems. You will be able to withdraw whenever you want.
2. You will be able to fund your account via bank transfers from Russian banks.
3. There will be no money hold after depositing via bank wire transfer (SEPA).
4. In the near future verified users will be able to deposit via such popular payment systems as WebMoney, Visa/MasterCard, China UnionPay, Payza.
5. The limit on the withdrawal of crypto-currencies will be doubled.
6. The access to the chat will be available starting with $1 balance.
7. You will not have to submit verification documents again, if your account is blocked according to BTC-e Terms of Use p.9.10. https://btc-e.com/page/1.
8. Unlinking 2-factor authentication will be simpler.
9. Changing your registered email via a ticket to support will be simpler.
10. Removing an IP address from the IP White List via a ticket to support will be simpler.

How to complete verification:

1. If you already have an account with BTC-e.com (BTC-e.nz).
1.1. Go to https://www.xbtce.com.
1.2. Create an account on https://www.xbtce.com with the same email as on https://btc-e.com and complete the verification process, providing all required documents. Our staff will review your documents and your account will be verified. For more information about the verification process, refer to https://support.xbtce.info/Knowledgebase/Article/View/77/30/3-procedura-verifikacii-ewallet.
1.3. Your btc-e.com account will be verified automatically within 1 day after receiving the verified status on xbtce.com. We will notify you about it via a private message and you will be able to enjoy all the above-mentioned benefits.

2. If you are a new user at BTC-e.com (BTC-e.nz):
2.1. Go to https://www.xbtce.com.
2.2. Create an account and complete the verification process, providing all required documents. Our staff will review your documents and your account will be verified. For more information about the verification process, refer to https://support.xbtce.info/Knowledgebase/Article/View/77/30/3-procedura-verifikacii-ewallet.
2.3. Register an account with on btc-e.com (nz) with the same e-mail as on xbtce.com.
2.4. Within 1 day after receiving the verified status on xbtce.com, your account on btc-e.com will be verified automatically, too. We will notify you about it via a private message and you will be able to enjoy all the above-mentioned benefits.

3. If you already have an xbtce.com account:
3.1. Complete the verification process, providing all required documents. Our staff will review your documents and your account will be verified. For more information about the verification process, refer to https://support.xbtce.info/Knowledgebase/Article/View/77/30/3-procedura-verifikacii-ewallet.
3.2. Register an account with on btc-e.com (nz) with the same e-mail as on xbtce.com.
3.3. WIthin 1 day after receiving the verified status on xbtce.com, your account on btc-e.com will be verified automatically, too. We will notify you about it via a private message and you will be able to enjoy all the above-mentioned benefits.

4. The account is blocked according to BTC-e Terms of Use https://btc-e.com/page/1 p. - 9.10.
4.1. Go to https://www.xbtce.com.
4.2. Create an account and complete the verification process, providing all required documents. Our staff will review your documents and your account will be verified. For more information about the verification process, refer to https://support.xbtce.info/Knowledgebase/Article/View/77/30/3-procedura-verifikacii-ewallet.
4.3. Your btc-e.com account will be verified automatically within 1 day after receiving the verified status on xbtce.com.
4.4. Within 10 days, your inactive btc-e account will be unblocked.

2. Bug Fixes:
1. We fixed the issue with Perfect Money deposits via .nz domain.

3. New features:
1. We reduced the minimum lot for ETH and DSH from 0.1 lot down to 0.01 lot for all pairs.

4. Payments:
1. Withdrawals to Paxum are now available in USD and EUR
2. Withdrawals to Payeer are now available in USD, EUR and RUR.

Best Regards, BTC-e Support

I posted an explanation of why it is impossible any account has reached the inactivity period yet.

https://bitcointalk.org/index.php?topic=1934630.msg19347177#msg19347177

I also think we should use that thread so every one is talking in the same place.

It's has nothing to do with inactivity. I was a current member who changed my password every few months. One day I got in a heated argument in the troll box with a modorator and he told me their gonna steal my coins and bam my account... and they did. I'm now out $25,000 with little to no hope of having it returned. They are demanding all sorts of personal information... information they could use to steal other BTC from other trading platforms. Information they could use to steal my identity. Iv filed 3 criminal reports so far with the FTC and Action Fraud in the U.K. The only people getting my personal information are gonna be the police and attorneys.

Hi there,

Same thing is happening to me. I signed up at btc-e 4 years ago, so I could buy LTC for my BTC. Last time I signed in was 3 years ago, because I did not want to trade since then. A month ago, I wanted to sign in, and I first had to change my password; after having done that I tried to sign in again, only to be told that my account is blocked due to long inactivity, and I had to contact support.

To verify that it actually is my account they wanted to know what transactions I had done in the past. As I have kept records, I was able to tell them exactly all the transactions I did and how many BTC and LTC I had on my account.
They then wanted an ID and a utility bill, both of which I provided to them.

After taking a long time to reply, they wrote this:
So I also provided this! (Fortunately the exchange I sent the deposits from - Bitstamp - were very helpful).

Then, again after waiting 5 days, they sent me this:

They never sign with a name, btw, so you never know whom you are talking to. And you never know if it is the same guy or always someone else.
I immediately provided them with all they wanted, i.e. with the passport and I did the stupid foto too, as required (feeling really silly, holding up a text with "For BTC-e" written on it).

They again let me wait for over a week! They replied with:
"
Now this is what the user Fedupwithbtc-e has posted above, and it requires you to sign up at a different exchange called www.xbtce.com!
But why should I sign up at this exchange, which has nothing to do with my account??? I gave them all my personal information they need (and more) and they still do not want to unblock my account.

They obviously play this game until the customer is so exhausted that he gives up, so they can sweep in his coins. But I will fight for it, cause after all my BTC and LTC which weren't worth much 3-4 years ago are now worth more than $20k.

Maybe TravisH is right and they also try and steal your identity to get coins from other exchanges. But they are lucked out on this one, because what I had there I have withdrawn already.

If they treat their customers like this, and word spreads, it will not be long and they can close their exchange, because there are so many better, more trustworthy ones. But maybe btc-e has already suffered a big loss of customers, hence does not make much money on trades anymore and has developed this new "business model" of scamming their own customers?!?

To all of you btc-e-users who have also been scammed out of their funds: If you'd also want your coins back, I suggest we all get together and work something out on how to proceed with this.

Or has anyone any other ideas or advice what could be done?

Contact the law firm I posted before . They are waiting for more complains so they can file class action.

Hey,
I also have the exact same thing.
Not been active for three years.
Sent lots of emails. in the end I got the same template as you "send passport and photo...".
I sent them all they asked and now they are ignoring all my emails.

Did anyone ever managed to get their account unblocked?
Did the verification process you did helped?
I don't have any screenshots from my wallet or emails of transaction because I never got any back at the time.

Any suggestions to what I should do?

I submitted the documents for xbtce.com verification after they told me to (submitted the passport photo and everything a few weeks before that), and 2 weeks later they say "We see that you sent the documents, but the verification process is not yet complete. Please wait for the verification procedure to be completed."

-_-

DO NOT give them any info!!!! They will not unlocke your account. They are using it to steal your identity. Read previous posts.

why they should ban your account for your inactivity? it is not fair, i never see bitcoin wallet service require always active, and after that they ask for document, maybe i will choose other service because sometimes we cant always active maybe busy with real life real work or etc

Hi concavecircle!

How long ago did they send this last message? Has anything else happened after that?

I so far have refused to sign up at xbtce.com (and again send this different exchange all my documents), because I doubt that this will change anything. - Or am I mistaken and they will actually unblock an account after having signed up at xbtce.com?
Please keep us updated!

Regards, samitax

Do not provide any information. Contact our internet service provider and let them know their service is being used by a foreign agent to scam American citizens. Tell them this is a formal cease and desist order, before your lawyers are notified, to block American access from BTC-e.com. If BTC-e wants to steal from American citizens, they are gonna have to find another way for Americans to access the site. This will stop them from scamming anyone else and will permantly destroy their site. After they are banned from doing business in America, their scam is finished.

Btce Asked me to get my account verified. I have been locked out for 13 days now. I got verified and received this email when I ask for my account to be unLocked.

Support

I have been verified for several days now, My account got hacked on July 3rd. I have followed your directions on getting my account unlocked and going to xbtce to get verIfied. I emailed you and you asked what my new email address. I have provided it in the support ticket XXXXXXXX. I have contacted xbtce for help and they sent me the following reply....

Its been over 10 days now. Your email says with 48 hours reSponse and website says the account will be unlocked when verIfied. I am so stressing and sick over this. I have placed so much with you. I have no access, Please help. Thank you.



[Support] ACCESS TO my btce account
Dear Client,

Thank you for contacting xBTCe Support.

Please note, you're now contacting xBTCe, not btc-e company. Your xBTCe account was successfully verified. Unfortunately we don't have access to any btc-e accounts. Please contact btc-e support team directly regarding this issue. Thank you for understanding.

Should you have any questions, do not hesitate to contact us.

Best Regards,
xBTCe

You are sending your complains to the wrong address.

You should find the BTC-E.com's help desk.

1. Go to official BTC-E.com website (it.s BTC-e.com).
2. Click on the "Support" link (it's on the website's footer).
3. Click on "Submit a Ticket".
...

https://i.imgur.com/9b9nsp9.png

It looks that they are very busy. I sent them docs for verification 6 days ago and there is no result.