Bitcoin Forum

Whilst moving Bitcoin Cash (BCH) from another exchange to CEX.IO, I accidently transferred coins to their segwit Bitcoin (BTC) wallet instead of BCH wallet. I immediately contacted their customer service and requested for their help. I was told by their customer support that since the BTC address is segwit and segwit is not compatible with BCH, it is not possible to retrieve funds.

Later I learnt about BTC.com's BCH recovery service (https://bch.btc.com/docs/help/bch_segwit_recovery) and I explained them the situaton and was advised by BTC.com to contact CEX.IO and ask them to either provide public key or move coins and once it was done, they would help me out. I contacted CEX.IO again, gave them necessary links about the service and requested them to provide me the required information. I even offered them that they can contact BTC.com directly if they are not willing to share the required information, get my coins restored with the help of BTC.com and I would pay them a fee for their service. They declined both of my requests, citing technical impossibility.

I am just unable to undertand the reason behind CEX.IO's persistance refusal to help when the solution is out there in open. I know I made a mistake but this can be rectified but it seems as if they have got some ulterior motive and for that reason, they appear a scam to me.

Oops! A costly mistake.

This seems to be the problem with most of the exchanges, they are simply NOT trying to help the customers even when they are in a position to help. Maybe, they also like free coins from customer mistakes  ???

Wish you good luck with your BCH recovery and hope CEX will help you through!

Thank you.

The ticket finally gets asnwered by a supervisor. However, the response is both bewildering as well as comic.

I have been advised by the supervisor to contact the recepient wallet.

To my understanding, this is what I am exactly doing. The wallet belongs to CEX.IO and that is why I am asking you, CEX.IO, to provide me with the public key for the wallet.

I have been also asked by the supervisor to directly contact BTC.com for the resoluton of my issue.

This is what I did and BTC.com advised me to contact CEX.IO and ask you for the public key and that is what I am doing

And I have been told once again by the supervisor, BCH does not support segwit and therefore, reovery is impossible

I know by now BCH does not support segwit but recovery is possible if you, CEX.IO, provides me the public key

Funny, I do not see anything in my CEX account

On a serious note, I hope you provided the link in error because the the link you provided belong to another customers complaint:

https://uk.trustpilot.com/users/5a1eee610000ff000ae974a4

My problem is still unsolved

I am also CEX user for sometime, so have been really curious on how they deal this. So, been following this thread regularly, and honestly speaking now I think they are intentionally not willing to sort out the issue :x

Just sent a tweet to the CEO of CEX.IO, Oleksandr Lutskevych (https://twitter.com/LutskevychO), hoping he may be more well versed than his support staff and might get the issue resolved.

after the impact of scam, so now many dev teams think that anonymity helps to protect the personal safety of this team. Since we are involved in exposing scam artists and fraudsters, we feel anonymity is the best approach to avoid offenders and bad performers who come after us personally. This is especially important during the early stages of this development. so many projects currently raise funds to be listed in CoinExchange. We are also being examined in the market and some other exchanges whose policies prevent us from discussing the details.

Juck checked, the last response to support ticket was 4 days ago. There has not been any update as you have advised:
https://preview.ibb.co/k003Kb/05_12_2017_11_10.png (https://ibb.co/ehvsCw)
Can you please get the ticket updated, confirming your pronouncement that your technical team is going to help me recover BCH sent to segwit BTC address?

their commissions very high ((

Hello,

I write here too - pending deposit of 100+ BCH, for more then 20 days already, they not deposit it, not sending back, already sent then my ID and proof of address and selfie. Losing money with them, because of this hold.

Tickets:370280, 406929, 427979 and a lot of similiar - because they never reply with explanations. Waiting here then, let's do it in public.

Says a lot about CEX.IO customer support if you have to publicly accuse them of scamming to get any help.

That is an exchange I definitely won't be using.

Well done tech support BTCBTCBTCBTC

Hello, unfortunately, we cannot help with your issue. We have checked with our technical team once again, it's not possible technically for us, that was explained in your ticket. In another case described on TrustPilot, it was, in your case, it's not possible. Even we want to help our customers, there are mistakes we cannot fix. We understand your frustration, however, we cannot change the situation. 

very bad service and very high tarrifs !!!

Now I (correctly) made a BTC transfer of a nominal account 9 days ago to the same segwit BTC address. BTC got transferred to my account and now it was time to spend them on BTC chain. And therefore, I made a withdrawl request and I was prompted that I needed to confirm the withdrawl by clicking on a link sent through email but never received any except one which arrived 2 days after the withdrawl request was first made and the confirmation link was dead as it was valid for 30 minutes only on the day withdrawl request was made. I contacted support to resolve my issue but no one bothered answering and the ticket is unaswerd since its creation. I have tried withdrawl a couple of more times, and these attempts met the same fate and response from support is nada, after requesting them to resolve my withdrawl issue on each occassion.

The purpose of this whole exercise was to extract the information requried for the recovery of BCH from blockchain and get the coins recovered. Though, I have not been able to withdraw BTC but withdrawl requests created transactions, necessary for the information extraction and I was able to get my BCH recovered sent to segwit address without CEX.IO's help. which CEX.IO tried making me believe was technically impossible.

Now the only thing left is my BTC balace at CEX.IO.

Hi there,

I'm also another cex user and I had the exact same problem. Sent bch to btc segwit address in cex, I've emailed them so many times, to which they say they cannot help. BTC.com said all I need is the public key, been looking online for weeks now on how to get my public key, either through API access, decoding the hash160, scouring the blockchain for any sign of pubkey, but nothing yet!!

Last resort which I shared with btc.com is to send and spend from the BTC address, as I think this will reveal my public key, which if it does BTC.com said that any miner could steal the bch that's in there!!!

Is this what you did? But the BTC didn't get withdrawn? Curious as to what info you revealed and where it was revealed to get your bch recovered? Any further advice would be really helpful!!

Thanks

Lukas

Hello

Just follow the process as I did: deposit a nominal amount of BTC (at least 0.011 BTC: minimum withdrawl amount is 0.01 and 0.001 is the withdrawl fee, if I remember correctly) to your segwit address and withdraw the same to another BTC address and give details of this transaction along with BCH transaction to BTC.com and they'll sort out the rest. As far as the risk of theft is concerned, CEX.IO has a greater chance here of all the miners as CEX.IO have of all the necessary details and resources (i.e., they also have a mining arm) and their unwillingness to help raise question of such sort anyway. BTC.com are professional and prompt in their service and hopefully, your BCH are recovered by them for you before anyone gets the chance to steal them.

Regards

Thank you for your topic. Another reason not to go on CEX. I was looking for an exchange, think bittrex is a best choice atm

I did the same. After the May update it seems you can restore BCH.

I contacted support of CEX.IO, they escalated my problem to the work of techies. I hope they will help. Before that, I was always very pleased with both the exchange and support.

Cex was one of the exchange I do trade through in 2017 and I never have problems with them and their customer services has been supportive. However, you cannot compared bitrex, poloniex or bitstamp with Cex and the foregoing exchange are far better than Cex trading platform. If you really want to trade and have peace of mind, I seriously think that poloniex or bitrex are the best but that do not mean that Cex is not good and this op's issue of sending to a wrong wallet is actually a peculiar one and it is hard to find out that Cex do not want to help.

Hopefully I didn't lost money there. At the moment I use Binance for trading with altcoins, bitmex for margin trading and if I need to buy some crypto with credit card or cash out bitcoin, then I use Indacoin.
I think if you use different products, then you won't lose everything once

No chance to get something from them. Be careful.



admin@btc.com is ready to help, but cex.io just refuse to give me the public key of my btc wallet on their exchange.

Wrong accusation my friend, very wrong, this fault is all on you, you accidentally send BCH TO BTC wallet address so how thus this makes CEX.IO a scam? who is at fault?  you should be pleading with them to help you out, not calling them scam

I’ll tell you how my story ended.

CEX.IO refused to transfer the public key for the recovery of my BCH, citing security issues. On March 14, all BCHs were transferred from my wallet on the CEX.IO exchange. Technical support of the exchange simply does not respond to my requests.

My advice think twice before you sent your money to this exchange, they are not able to ensure their safety.

Dear Dmitry053,

Thank you for making an update about your case.

According to our check, all your requests to our support team were processed and replied. If it is not so, please let us know the ticket number you didn't receive a response to.

As for your situation, we have made a deeper investigation of cases like yours and even created a blog post explaining why it’s important to be super attentive when transferring crypto: https://blog.cex.io/news/why-you-should-never-send-bch-to-btc-address-21346

There's no need to say that we'd do everything possible to help you find a way out of the situation you appeared in but some cases are simply beyond our capabilities.

We do hope for your sincere understanding.

Yes I got a response after posting on this forum


Reluctance to help a client and impossibility are different concepts. Everyone knows that other exchanges in such situations provide assistance in the return of funds. You just do not need extra work, it’s easier for you to refuse to help.

In any case, for now this is not my problem, and especially not yours. The funds were simply stolen. This is the problem of the entire crypto industry, which will never get mass use while users will be able to make such mistakes. I really don’t understand why the Ledger Live wallet when transferring BCH to Segwit doesn’t display the message “Hey dude, you want to transfer BCH to SegWit BTC adress. Are you sure? You’ll lose all your BCH!” I sincerely do not understand why the BTC and BCH logos on the exchanges are the same color and are almost identical. Anyone can just mistakenly click on BTC and you even display no warning that this is SegWit.

All this makes the crypto an exclusively speculative tool for geeks. And while this situation does not change, mass use can only be dreamed of.

In general, I only had problems with the use of your exchange during strong price spikes in April. Sometimes I wanted to go in and cancel the order, but in those days you were often "at the maintenance". There are also very pleasant moments: 1. The withdrawal of funds on your exchange works flawlessly. 2. And indeed, with the exception of the last request, I always instantly received answers from your support team.

I do not think that you are SCAM. You have excellent service, but in this particular situation, I believe that you could do otherwise.

I have a case  1064602   to which your support team is no longer replying.

I have requested for a cash withdrawal of 20300USD on the 9th of August and I still did not receive any money yet.
you team is not even providing me with the swift code so I can follow up on my transfer.

it seems to be the money is gone

Dear moursal,
Sorry for the belated response and the inconveniences you might have faced.

Upon our check, your transaction was cancelled and reverted back by your bank or payment provider. The funds have been credited back to your CEX.IO balance and you have exchanged them to crypto and withdrawn.

Unfortunately, those reversals happen sometimes and they are completely caused on the side of external providers/bank we cannot impact as each bank and each financial institution has its own policies and procedures.

We do hope that woun't happen to you again and all your transfers will be smooth.

oh... they can freeze the payment for 2 months. And I'm worried that I haven't been credited with an LTC Deposit for more than 2 weeks. Obviously, you need to be patient.