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Does anyone have negative poloniex experience here? What escalation process actually get's them to answer a ticket? Do we have any poloniex reps here?

I put in a ticket for 1.52 missing deposit of etc  worth about 35 usd

an auto reply then nothing for 6 to 8 weeks.

I got the 1.52 in etc yesterday

I keep very little coin with them due to this.

always under 50 usd worth of whatever coins are there as I get 2 to 3 usd worth of coins sent there every day .  changing that would be too hard.  but I do not let it grow  past 50 I cash out every week or so.

I once tried poloniex for a week and based on my experience, it is not that the best exchange out there because it is getting more popularity and sometimes their exchange has so much lag and there are times that i can't set a decent order and when i try to contact the support about my bad experience, they didn't reply to that email and until now, i am still waiting.

I've heard many times about slow support also, but didnt get any problems yet...

Its been 4-5 months since I stopped using Poloniex because their support team never responded to any of my tickets and just left me high and dry. With increasing trade volume on their exchange, they have made a bad decision to still not get their stuff together and make a better support system to answer tickets. This has completely made me move all my funds to Bittrex and I don't wish to recall the horrific support team of Polo ever again.

And there isn't a single Polo representative on this entire forum?

Me sir, I had a negative experienced on poloniex like awaiting approval. You need to pass a ticket then it takes time to answer it because mine is 10 days before they approved. I don't think so why they put that kind of security on our account because before we make a transactions we need a confirmation to our email.

Slow support, the platform goes down / becomes unaccessible / extremely laggy during periods where certain assets see price capitulation. Other than that it was good, but with their recent TOS update I have personally moved everything from there and don't intend to use the exchange anymore.

I read a lot of negative news regarding Poloniex lately. They used to be one of the best trading platforms. I don't know what happened to them. Maybe a surge of traders lately has put their services off guard. Few times they are down specially at the peak of bitcoin ATH or ethereum price increase making investors and traders lost a lot of profit. People are looking for other options now because of poor support, not responding to tickets etc.

Trading is really good, fast and secure. But the support is shit, i have an etc deposit that is almost a month old and nothing happened, the tickets are almost non existent to them, they don't reply to anything.

I do not have a negative experience with poloniex but I just do not want to use any site that has received a lot of bad feedback and poloniex does not have a good support representative and is active here and everywhere.

The only thing negative I've experienced is that lately sometimes the site is down or slow. Luckily I haven't had any reason to do a support ticket yet. I've deposited and withdrawn funds without any problems so far. I plan to continue to use them but I have reduced the number of bitcoins I have on the site since there are people expressing concerns.

though I'm not really a big trader to play inside polo but so far I don't have any issue but I got some feedback that read about same problem
regarding to slow support and some problem with deposit and withdraw issue luckily I'm not really experiencing that yet.

Also - make sure you use 2FA I know alot of people that have been burned by not using that.

To the extent that I ever get in the poloniex, there is not a news or negative things I encountered. I see that poloniex has a very good level and provide many advantages for me from trading. But in the past I have ever medengar there's some negative news that experienced by some people who have problems in conducting a withdrawal where the tickets are not getting replies they send more than 2 months. Maybe if you have a problem with poloniex, it would be much better off trying to seek information from an existing site in the chatbox
 

It is going to be around 3 months, that my missing coins from their platform is still not credited to my account.

I don't know how much more do I need to wait for it to be credited.

The funny part is, it just disappeared from my account, I didn't even withdrawed the coin.

Same thing happened to me. Enable 2FA - check trades. Bots bruteforce their way in and trade your coins to manipulate the market.

my experience is positive only

have you opened any tickets?

I have 2FA from the start and I can assure that no one else entered, as each time we login, I get a login alert mail. I have a habit of checking my trades and comparing it with the balance, and I found that 2 of my coins are lacking the balance, I immediately contacted there support.

After 1 month, I get asked whether they should check or not? I told them, yes they need to check it. After that, there has been no responses at all.

Sorry if you already said, but how many months ago was this now?

Don't try use stop limit function when margin trading on Poloniex, it always have error and can make loss your funds, and then you will spend more time for contact support refund you, maybe need one month for wating reply ;D

it is a good exchanger but as good as it seems it also has a something bad.
a lot of people complain that their tickets are not answered for weeks, and payments for days without confirm, also the same with deposits.
Just as i said, it is a good exchanger but if you are a newbie in trading you may choose Bittrex or cryptopia, they are more trustable than this one.
good luck people, be careful with your bitcoins

I've actually never had this issue - have you ever tried margin trading on the site?

That happens only rarely  when a cryptocurrency is very volatile. It would be very hard for the Poloniex platform to keep up with the fast movement of the price resulting in a missed trade. But the good news is this becomes a limit order. If you are patient it will be hit your target price eventually. But do not make the mistake of using selling on the market in your stop orders. You will always not have a good exit price.

I've had a negative experience with poloniex and I do not want to use poloniex anymore, because I've had problems with poloniex that is "Awaiting Approval" and poloniex support tickets did not work well and poloniex was not able to solve the problem with quickly and well. Poloniex does not try to serve its users well at least for users to feel comfortable there.

Poloniex should be ashamed.

My last support ticket for level 2 verification was open for about 3 months.

Even got declined ?!?! They are out of their mind. The picture/proof I provided was crystal clear, but not good enought for them?! Because without level 2 verification you're not allowed to withdraw more than 2000USD equivalent per day, I decided to take the hits on the fees and slowly draining my account day by day.

Last Saturday I wanted to pick up up some Bytecoin @ Poloniex, so I decided to depost 0.2ETH. Ever since I'm waiting for my deposit. It shows up on the block explorer, but not in my account.

Wrote several replies on one support ticket, but no reply yet. I'm missing out now.

Everyone take your funds and let this exchange burn itself down to the ground. Piece of trash.

3rd time that my ETH deposit has been delayed... Sometimes it works, sometimes you need to wait DAYS...
They never respond to tickets, even if you are a verified user with ~10k BTC trading / month.
Best : Deposited ~500ETH when had good prices on poloniex, had to wait 2 weeks till they credited it to my account. Price went down about 30%...slowest shit ever!

Have been using Poloniex literally for years and it was one of the fastest and most reliable exchanges over this time.
Then recently those rumours started here on bct that they do not answer tickets, block withdrawals and whatsoever. As I had only ~0.023 BTC left there from trading, I didn't worry much until last week when I decided to "evacuate" these few Satoshi - just in case..

Since then it looks like this:
https://talkimg.com/images/2023/05/14/blob67e5c10c5d3999f1.png

In their KB (https://poloniex.freshdesk.com/support/solutions/articles/1000244844-my-withdrawal-is-awaiting-approval) it says:

Did that after 24hrs passed and got no reply yet.

I realize they got a lot of new users, Cryptsy told us that too before they went titsup*. I have no inside information that they are indeed preparing an exit or covering a fractional reserve business but I certainly will not deposit a single friggin satoshi anytime in my life to Poloniex. I call that what happens right now signs on the wall that you just can't overlook if you care for your coins.

Naturally I will update my post, if I ever see this withdrawal hit my wallet, but I have no big expectations for that anymore.


*Total inability to support user problems


[Update August 22nd:] I received my withdrawal and a reply on my support ticket on 21st August after 17days.

At least its not BTC2 you have there. I would go bonkers if that happened to me with that kind of an amount trapped. Anyhow its better to not to use them for now. They could be hacked and and could be running a fractional reserve. In crypto anything can happen.

Very bad service

Horrible experience...my withdraw is still awaiting approval after 7-days now. #367646. I only requested a with of .24 ETH, so we are not talking about alot of money and I have 2FA.  :'(

Pretty much the same with that site as any other Exchange. When I say any other exchange I mean the ones that are active and have been around for a while now. I personally use a couple of different exchanges simply for the fact that there are coins on some exchanges that are not available on my other exchanges.

Have you never heard of bots hacking accounts and altering trading patterns with sporadic buys and sells?

For that reason, I haven't used Polo that much recently and I don't have any real balances in there. I have nothing against the exchange I simply use a different one and I only go over there for the purpose of the few coins that are only available on that Exchange. When doing those transactions I find if they operate rather quickly, the fees seem about the same as everywhere else. All in all I put them equal at the other exchanges I use.

Does anyone live close to their corporate head office?

i've been hearing this a lot lately. i have a friend who has a zcash withdrawal pending for nearly 2 weeks now. this seems really unacceptable to me.

i know that some users report that they are having no issues at all, but the sheer number of complaints recently should worry anyone. this could be a cryptsy situation building if more and more users start complaining about stuck withdrawals.

i'd get out now if you can. not trying to be alarmist, but better safe than sorry...

A few days ago I found a batch of ETH in an old paper wallet I once created and forgot about. So I decided to bring these coins to Poloniex and do some trading with them. I even bought the Leonardo Trading Bot just for that. (I don't have the brass neck needed to do day trading with my remaining Bitcoins.)

As I had an account freezing issue in March 2016, I decided to evaluate recent feedback on Poloniex first before I entrust them with a significant amount of ETH. So I did a Google search for strings like "Poloniex deposit problems" or "Poloniex Ether problems" and applied a filter to only show results not older than three months. By doing so a rise in complaints surfaced, but not a such big rise that it would have justified a red alert. I supposed it was just the result of a rising demand.

However, the increase in complaints at least justified to do a trial balloon first. So I decided to first deposit a few ETH to Poloniex, do some trades and then withdraw my funds as ETH, BTC and XMR. Just to get an impression in how smooth the workflow on Poloniex is right now.

And know what? My suspicion was well founded! The deposit didn't make it through! It's not showing up in my Poloniex account, neither on the balance page nor on the deposit history page. And of course I sent more than 0.5 ETH to the correct ETH deposit address. Hours passed since the transaction and it has now 500+ confirmations on the Ethereum blockchain - but still nothing.

After years in Cryptos I had many problems with frozen accounts, delayed withdrawals, hacks, scams and bankruptcies. But a missing deposit is new even for me.

If this doesn't resolve quickly, it will be the last time I used an exchange outside my own jurisdiction.

Did your ETH deposit show up in the deposit history page as pending during these two weeks?

3+ months ago I try to withdrawal my STR(XLM) and my coin just stuck there, try to contact support and they said they will process my coin ASAP after waiting for 3 months ++  it arrived, lovely experience.

A bit of positive news on my case:

Contrary to many other reviewers here, I got an answer to my Poloniex support ticket after 18h 13m. I consider this an average response time, so no reason to complain on that.

On the other hand, despite the answer to my support ticket being really polite, it reads like a copy 'n' paste they send out on a daily basis. And more important: My funds still haven't been credited to my account.

I'll keep you posted.

https://imgur.com/a/bVEYl (https://imgur.com/a/bVEYl)

i'm now hearing so many of these complaints across different mediums, that i'm now becoming very concerned that this is cryptsy 2.0. this time, way more money is on the line. :-\


exchanges do this for days and weeks on end without making any effort to begin resolving the situation. i received 3-4 such boilerplates over 7-8 days from coinbase the last time i had an issue. when a real person finally responded, they basically ignored my emails and were obviously still referring to a templates of boilerplate answers.

from the sound of peoples' recent experiences at poloniex, it could take weeks to resolve even this small deposit situation. if it gets resolved at all.

I'm really interested in your findings. Could you pinpoint me some sources, e.g. Tweets, Facebook posts, Forum threads, Reddit discussions, etc?


Do you think they got hacked and had their coins stolen? And now they're delaying deposits and withdrawals to cover it up? Could it be my ETH were used to finally process another user's delayed withdrawal request?

check out the poloniex reddit: https://www.reddit.com/r/PoloniexForum/

the entire front page is filled with horror stories posted in the last day about poloniex. stuck deposits and withdrawals, frozen accounts for months, etc. i thought it would improve after the altcoin boom from may and june subsided, but it seems that problems are just getting worse.


it's anybody's guess at this point. their recent change of terms and cryptsy-like behavior suggest this is possible.

My understanding, at least what the staff said many times in the trollbox, is that after getting hacked years ago they went above and beyond with their security measures to not let that happen again.  They said the vast majority of coins where in cold storage and vs using a hot wallet when the hack happened and so on.  Though it's possible, no one can really know.  Using an exchange is always a risk regardless.

i would certainly hope that most of their crypto is in cold storage. but for one thing, talk is cheap, and for another thing, that doesn't cover all security risks. for example, who has access to the cold storage? nothing is 100% fail-safe.

yeah, using any exchange is a risk....some bigger than others. the unregulated fiat exchanges like bitfinex and kraken are at additional risk because they are unlicensed MSBs. so are poloniex and bittrex, but at least they don't process fiat money. among the exchanges mentioned here, poloniex definitely seems particularly risky given the circumstances. their new terms said something like "no class actions in case of loss" (i.e. like gox) and "you can only sue us from massachusetts, USA in case of loss".... that doesn't sound encouraging to me.

Everyone should check out the Poloniex Twitter account: https://twitter.com/Poloniex (https://twitter.com/Poloniex)

Click any of their recent Tweets and have a look at the comments.

If you have substantial amounts of money in Poloniex, you won't sleep well the coming night.

it's unnerving, alright. it's just "Awaiting Approval" and "missing withdrawal" and "unanswered ticket" over and over. hundreds and hundreds of them. if you look at peoples' screenshots, small withdrawals seem to be approved instantly, but even marginally larger amounts (like 5-10 ETH) are being flagged for manual approval. that's a really bad sign to me. again, it could be just bad engineering and a lack of support resources, but that enough is alone to not expose yourself to this exchange. and it could be a lot worse.

unfortunately, my desire to get out of poloniex a couple months ago (and i did) further exposed me to losses at btc-e. it's a real crapshoot out here. :-\

I haven't been using poloniex ever since around March because they've been having issues every single day after that.

Personally, i've seen my withdrawals go 2 days "awaiting approval".

But others have definitely experienced worse. I've seen people have like thousands of dollars in their account and are unable to get a single cent out because of the fact that their account is suspended. Nobody knows why it is suspended, and you're instructed to contact support. But once you submit your ticket it's lost in a black hole.

15 days now in "Awaiting Approval", no reply on my tickets.

I bet my ~$100 stuck there that by end of year latest they are gone.

be glad that you only have ~$100 stuck there. i know someone with hundreds of BTC on poloniex who has large stuck withdrawals. every day this looks more and more like cryptsy. this is just anecdotal, but from looking through the twitter and reddit threads, it's really beginning to look to me like they are letting smaller withdrawals through and leaving larger withdrawals stuck.

one could make the argument that larger withdrawals need to be manually checked, but given that many of these complaints stretch back weeks or months, it's starting to look really bad.

I see Poloniex just added ZRX/BTC and ZRX/ETH 0x markets today.

Anyone know much about that coin?

I haven't heard of ZRX before, it's supposed to be some sort of decentralized ETH token exchange project but I couldn't find a thread on it here unless it's under a different title.

Update on my situation: The ETH suddenly have arrived in my Poloniex account after four days of waiting.

I have a negative experience with polo few months ago when I tried to transfer a coin from another exchange I waited how many days but did not received my coin so I sent a them a ticket regarding my withdrawal but did not received any reply from them not until after 2 months I think. Polo is having issues with their withdrawal and their support I thought they shutdown the trollbox to focus more in support but I think they are not doing it well.

After 17 days my withdrawal finally has been processed and received in my wallet. My respective support ticket took 16 days to get a reply.

I now consider myself a lucky one.

After 3+ months, I finally got the reply as well as the refund from poloniex!

I opened 4 days ago a ticket to remove my 2fa because my phone somehow deleted the code... i havent made the key backup, my mistake, but poloniex with trollbox were quickly handling any issue, since they removed it support has becamed a disaster.... now i cant acess my account and neither get a reply.... poloniex is getting worse then yobit these days.

I have a pending deposit for over a month now.. 18 day ticket not touched.


Pending (0 of 8)    PASC    1.82320000
   
2017-07-19 04:26:23 Address: 6d9f2e254e5c4b42 Txid: 18C50100EEB808003D0000007AA7AF63D616E2E37BD20627F4F6BE51E46354D8


They refuse to answer the ticket.  Ever since they got rid of the troll box the no longer have to support anyone as before people would drop in troll box and complain and the ticket would get taken care of.. now there support staff do SHIT!   They refuse to do anything!

Friend moved to Bitrexx and I am thinking of moving everything to there also.

Really sorry for you guys. One of my friends lost a fortune due to their support and still waiting for his support ticket to be answered.

I have bad experience with poloniex
My Account was hacked and the support service did not answer my message already a few months, and finally I do not know how the fate of my account now :'(
So I just want to tell you all, be careful with poloniex

https://twitter.com/DanBilzerian/status/901981910603251712

even multi multi millionaires can't withdraw their epic losses.

I think there are many people complaining about Poloniex exchange, I think Polo need to increase their support staff in order to solve the support issues very fastly because new comers might afraid investing into Poloniex.

I haven't had a single problem about polo so far but just like you i always see people complaining about polo  which is kinda persuades me not to put a large amount of bitcoin

to trade in there moreover it is said that their verification takes too much time. they really should increase their support staff and replace the incompetent with competent/

capable ones. its such a waste that they have such large volumes but with poor service. the site is also laggy on some low end devices/laptops unlike bittrex who's not.

I never had any big issues with them but that doesn't mean I trust them with my blind eyes. Recently thousands of withdrawals were blocked by them and they are not replying to any of the support tickets. This is really bullshit from trading platform which has top trading volume and been in business for years.

I used to love them but now I have already shifted to bittrex.

I use poloniex to lend coin. The rates vary,sometime over 1% while sometime as low as 0.01% daily. This is on top of any increase in btc value. I have read on this forum complaints about poloniex but also compliments. There are some members who post in their chatbox about unanswered tickets. I think the number of complaints compared to their user base will be a small percentage but if it affects you then it is important. One thing that would help is if members do not keep making more tickets after their original complaint. Everyone will have their own reasons to stay or leave.

think twice about lending, as I have 10 days overdue 2 days loan which does not end, my coins are taken hostage to seems non-existing support, as that is clear BUG or even EXPLOIT, they don't even have that kind of support section!

Till last days i didn't have any problem with Poloniex. But 2 days ago i try to open long positionin in the margin trading. I closed my buy order (before i buy and start long position), but my loan was still active! I can't move my funds to exchange, i can't make any position in margin exchange.... Today, after 2 days loan wasn't closed (it has 2 deys of duration and auto-renew was off), it renew itself! And i click to "off" in auto-renew so many times before... And now i don't have any guarantee that todays loan will closed after 3 days or renew itself without my permission.

Support of course don't give a f*** and don't answer to my ticket. Right now i I feel like i'm robbed by poloniex....

Welcome to the club, my loan has been stuck 12 days now.

I've had an account with Poloniex since I think the day that it opened.
Not a big player so just on the standard $2000 per day withdrawal limit.
I have never had a single problem with them so never had to open a support ticket.
All my withdrawals go through straight away.

Interesting to read about this loan problem. Has made me realise that I have a Bitcoin loan out that probably should have expired by now.
Don't think it applies to other coins as a Litecoin loan did expire last night.
I'd better check this out.

EDIT: Just checked account and BTC loan auto-renewed this morning. Pretty sure I had this set to 'OFF'.

lucky for you since you didn't experience same issue as many people already complaining and we don't see much explanation from poloniex I think its been a
ongoing concerned but still poloniex is existing and they are still running so we have our own time to check if we will not experience this in the long run, in my
case don't have any problem yet as well.

All I can say is I'm glad I don't have alot of money on this site. Doesn't seem like my issue will be resolved anytime soon.

3 weeks...no response..

i have one bad experience with poloniex which is my account is being hacked but i think it was my fault. i don't activate 2fa and not activate email verification. i know about this because i send the ticket to poloniex staff and they give the answer that i am not activate any security and they advice me to activate as soon as possible. and after that i am directly activated and i hope that in future i don't have any bad experience like before.

Well, a recent study stated that even in top exchanges an average of just 11 employees work!

Now the volume of poloniex is very quiet may not be up to 10,000 BTC, the previous year trading volume is very high, even the volume can be up to 100,000 BTC, this is because they do not want to update their website

Had to file a complaint with the Better Business Bureau in order to get my issue addressed.

Hopefully one day Poloniex will get their customer service up to par.

That's why I don't want to use this lending option because many of my friends suggested we don't go for lending in Polo because sometimes they are the long time to get the return from them. So don't get for the lending option in any exchanges.