Bitcoin Forum

I have an unverified account with money inside (not much but it's mine not theirs). I came back from holidays and wanted to start trading, so i logged in in order to get verified, though they never gave us a specific date, so we can withdraw or not if we dont want to get verified. I keep trying verifying for a whole week with high quality photos of formal ids (either driver's license or id), and i keep getting rejected by their system. I asked support for help since i ve reached the max number of verifications tries, however it is slow and they keep replying me with non-sense responses(they suggested me to upload my driver's license, since it was more new and of better quality than my id, and after i did that the same hour they rejected me). Furthermore, today is the 2nd time i ve reached maximum number of verification tries.
I ve written them that since its not my fault that i m not getting verified and i was willing to get verified, i demand as a customer to delete my account and return my balance and they deny it, with a reply that they cant give me my money back unless i get verified.

Question 1: Should i worry?
Question 2: Do any of you had the same problem?
Question 3: Should i contact a lawyer?

I dont really know what to do and i me nearly out of options and will ...Anyway after this awful experience, in which the fault is not mine , i m thinking seriously to get verified(lol if i am able to do it) and then delete my account since this is at least unacceptable.

It's expected that they will not release any funds until the account is verified. Just want to ask if you didn't see any error message on your Profile page in regards to verification? It was mentioned at "My profile never gets verified (https://poloniex.freshdesk.com/support/solutions/articles/1000244879-my-profile-never-gets-verified)" that error messages may appear.

Aside from a high quality image, clear ID photo and readable info, one thing that helps is making the four sides of the ID visible with a little space allowance. If you haven't done that, try again.


EDIT:
       1. Yes. Well, for sure you'll still worry even someone here says you shouldn't. Such scenario is always worrisome.
       2. I don't have the same problem. I do have an account in Poloniex, but without funds so I don't need to go through their verification process.
       3. Not sure if it will work.

1. Yes but you need more patience.
2  No. My veriifcation months ago went smooth.
3. It will not work.

Since I goes through a smooth process in Poloniex verification, the only thing I can say to you is you just need to wait and just try those avaialble attempts. Yes I understand that you are frustrated now but you have no choice but to "extend your patience a bit more".

Hope a positive result will come up to you later on.

I was also frustrated 😤 during the time I applied for verification before.. I sent messages to support many times coz I wonder why its always error and coul even see the button for uploading photos until I asked someone's help and he told me to click desktop site coz I'm using phone. and that's it I able to submit successfully and get verified. If u are using phone try to use desktop site so u can see all clearly..

I used my phone before and it works well for me, try to use google chrome but if still not happen there is something wrong with Poloniex. I’ve heard the news about this case and I think this problem is already on the legal court, maybe you can search more about this and wait for the result of this case.

For me Poloniex is a scam exchange
I have some experience with them

They just put in maintenance ZEC wallet for 30 days good xD. For this situation I never comeback there. But I see now they wand our documents
Also for me if exchange want my KYC this mean that FUNDS ARE NOT SAVE because this mean that they can freez your money like paypal with no reason
I prefer this without KYC like Cryptopia/Binance or Decentralised Exchange like Crypto Bridge.

Before Circle, my last-tier verification was pending for almost a year. Second stage verification went smooth, though I can't remember exactly what was required for the third. Support was never helpful.

So far, it's been the same for all exchanges, big or small, they take their time and can be months of waiting, but never once has my ID failed (not just for exchanges, any kind of service). Had never wanted to part with my documents until 2016, but with everyone clamping down, it's almost unavoidable now if you want some sort of legitimate service.

Go for scans when possible, not photographs, and use standard pics any cheap studio can get done for you (white background, correct face to pic ratio, eyes level, things like that.

Lately, verification issues are coming up because exchanges are being careful as many of them are requiring KYC. Meanwhile, I have once experienced this verification issue but not with exchange but an ico. I got to the last stage that required my picture, wrote to support and was told it will be verified in a week's time or that they would do it manually (I think that was because they were certain I'm the owner of the account).

So, maybe poloniex could have a duration of time to verify or I don't know if manual verification is possible (that is, where they are sure you are the owner of the account).

I ve done everything you ve mentioned here and in their support section, HD image, as clear and readable ID as i my phone allows me and i ve also left a little space as background (a brown color background not noisy). The error i get is that my ID is not recognised by their system, however as i ve already written it is crystal clear to a human eye and thats the formal ID they suggested me after i communicated with them. The funny part of this is that while i ve sent them a request to unblock my verification page since i ve reached 2nd time max verification times, they sent me a message that they will close a second ticket (i ve only opened 1, i guess it opened automatically since i replied them through email) to help me solve this quicklier ??? ???. I guess patience is the key however i m running out of it, cause it feels like they re trolling me.

I guess nothing of these would have happened if Bloomberg wouldn't had bought Poloniex.... >:(

I have had some issues with them in the past, had something to do with withdrawal, it took support upto 3 weeks for a complete resolution. I am trying to discourage you, I am saying you should resubmit all they ask for and be very patient. They will eventually resolve it.

If that's the error you are getting since then, maybe the problem is either the ID type you chose or the ID itself.
I wonder if Poloniex have a list of acceptable IDs? If none, I think it would be easier for you to verify if you use your passport.


You need to lengthen your patience, you don't have any choice anyway if you want to get your money from their site.

1. Nothing to worry you are in the good exchange.
2. I never experience this because when I passed ID verification make it sure that it is not blurred.
3. No, it won't help you, have patience until their support team/staff will help you.

Make it sure that the captured photo from your ID as a verification was clear (not blurred) and the ID number was there. Easy to get verified the account if you follow it will their instruction mate. Just have patience don't do panic.

I also had the same issue for a whole day but while using desktop, I was able to compete verification pretty fast months ago. It may not even be the platform with which you are using to access and upload the documents and it could be anything.

Support on the other hand is a bit bad so you may not get quality response, all you have to do in this case is to keep trying and make sure you cross check what you are uploading.

I guess in my own case, I changed my document from driver’s license to International Passport and it got accepted. Not sure if it was the desktop or the change of document that aided the verification, but what is important is to get it accepted.

From what I've heard, you're not alone. I would keep trying to verify....not much else you can do. Trying to confront them through legal channels will have you running into brick walls for years.

You mentioned a brown background. Any particular reason for that? I've always used a white background.

Obviously you should be worried, because your funds are stuck on this exchange.

To answer your questions, it's definitely not the first time that someone has had trouble with poloniex in terms of verifying their account, as well as the support not responding to their requests. It's basically why half the users that previously used Poloniex stopped using it.

I have no idea why this process is taking so long and your ID is constantly getting rejected. The only thing you can do at the moment is to keep contacting support through the support ticket system, and ask them to manually verify you. Just keep on trying to do that.

Contacting a lawyer is not the case here but what is important is finding out the reason why your verification is getting rejected. Like some have already said, it could be possible you are not uploading the documents in a right way and there should be some guideline to be able to get that done.

All you can do now is to review those documents in comparison to the guidelines and then do the needful, otherwise, you just have to wait for the support to get back to you but that can take a long time.

I ve used a brown background since my driver's license is pink-white, to make it easily distinguishable, no other reasons.




As i ve explained my driver's license was crystal clear and not blurred.


I m using desktop to get verified and the only document i have is my ID and my driver's license (since i m European i dont need passport so far). I ve explained them that ID is  of crap quality and they suggested me to use driver's license.
 
However what it makes me worry is that i ve received this email, which i see it has been sent to others

[Thanks for following up.

We understand your frustrations, and want to resolve your case as efficiently as possible. Duplicate tickets of the same issue will only confuse the team handling your case, and end up slowing down the resolution of your case because we respond to all open tickets.
]
 
and no other response (for 5 days now) from them despite the fact i ve just asked them politely to unblock my account so i can try to get verified again. Poloniex support was sending me emails 1 time every day (not helping though and frustrating) and after i started posting here no other communication.

Well hope its a coincidence...

Give them the time. I know it's frustrating, but there is no other thing that you can do for now.

Also, just because they have replied to you on a daily basis previously doesn't mean they are always supposed to do that. In most cases people are already happy if Poloniex is replying to them at all, so you have been in a more than fortunate situation with how much backlog they have to work through. The more you go against them, the longer it will take for you to finally have your matter solved.

Poloniex doesn't care in the end. If they think you're demanding too much of their attention, they'll quickly shift their attention to the next support ticket because it's easier to solve. It's all about how efficient the support can work, where instead of "wasting" time on solving one person's matter, they could have spent the same amount of time solving more matters.

I can't understand how there's still some people with unverified accounts at Poloniex. I remember seeing their warning that all accounts must be verified last year! Your coins are safe, and they're yours, but I guess you don't care about them. Otherwise, you would have started the verification process long time ago.

The fault is obviously on their side, if you're providing a genuine ID.

Which country do you live in? Do you live in a pretty obscure country which the ID may not be automatically recognized by the system? That's really the only reason that I could think of if you're constantly getting rejected attempts out of the automatic system. Otherwise, I don't know. There really isn't anything that i've seen previously resembling your issue exactly.

With the legacy Poloniex account gone, you obviously can't expect to get funds out of your account without being verified. Unfortunately, that's the harsh state that crypto regulation and KYC is in at the moment.

If your license/passport/any other form of ID is relatively old, then perhaps try renew it irl before you try verifying again. Obviously, you'd have to contact support manually to get this done since you've reached your limit for the automatic attempts. Yes, you should worry. But I don't think that a lawyer is necessary at the moment, it's a huge waste of money and time. Ask them for specific instructions, try to get your ID renewed or something, and just keep in touch with the support. If they still don't verify you after a few months, then you could pursue legal action if that's within your means.

It has got to be a government issued ID for it to be recognized, then it would narrow down to the quality of your image. If the image is below the standard they earmarked, just forget about the patience stuff as they would likely turn it down again and again. I had similar issue with Bittrex and your best bet if the fund matters to you, is to use a different ID, though your passport is the best choice.

maybe this can be of some help to you

Update and Q&A on the most common verification issues encountered by our customers (https://www.poloniex.com/press-releases/2018.06.08-Customer-Verifications-Blog-Post/)

PS: if you can withdraw your money, do not use this exchange anymore, use binance


I also agree, how can people deposit funds into the exchange without verify their accounts?


they are not providing good services

Simple and yet very convenient solution from the exchange's end is to no longer allow people to deposit funds while they aren't verified yet. There are already exchanges with this policy, and I think it should be operated on a much larger scale. It makes no sense to allow people to deposit funds while they have no opportunity to ever withdraw anything without walking themselves through whatever form of verification.

It saves exchanges plenty of time time as well, because all these people with stuck funds are constantly spamming support with tickets and whatnot while it could have easily been prevented. Imagine how many people ran into these problems just because they were too hasty to realize that centralized exchanges can seize their funds at any time of the day.

Finally they accepted my driver's license, which i went and scanned in high quality. I guess photo wasn't as good quality as they wanted. I was out of choices since i live in EU and never been outside EU, so i was never in need of issuing passport and my ID card isn't in PVC card like most of you.



What do you expect me to say? That you re so smart that you cant even know if i m new here or in cryptoword? So learn that i m trading since 2013 where 1 btc=200eur and i was never in need of getting verified.


Maybe we have real jobs and we cant trade everyday?? To answer you i was without PC for at least 3 months and before i left from my base home i didnt have the time to get verified.

For both of you i could have said a lot, but i ll try to keep it in a polite way...The fact that you are in higher rank here in BTCtalk doesnt give you the right to be judges but you must have brain to understand that so i can't blame you....

TO ALL THE OTHERS THANK YOU for your time to answer me and trying to help me.  ;D

LOL, "you don't care about them (coins)".
Maybe some people care more about their privacy? In my country it's illegal for a company to ask for a copy of your ID card/ passport etc. You dont know what they're going to do it with them and who can access these copies if they store them. It's a good case for a lawyer.

That is best known as SCAMMING, else the best approach would have been to give a deadline for those unwilling to verify theirs to withdraw and close the account. The policy wasn't there at the onset, so about the time they thought to introduce it, any good company would not settle to rob its clients and that exactly what Poloniex, Bittrex (both American companies) have done hiding under the cover of verification.

Well said, but I wouldn't limit it to USA, companies in my country does the same - and by "companies" I mean cryptocurrency exchanges, what's even "better" they hide this fact from users, I was trying to find anything about it on website of one of the exchanges and there was nothing except vague, broad mentions of "verification" in the terms & conditions, tried to contact them to find details and it took about a week to get info. Of course such behaviour (locking clients funds) is unacceptable and I think you would win in every court if you would take your case there, no matter what country (except, of course, if it's in country's law).

See my experience here: https://bitcointalk.org/index.php?topic=4311558.new#new

Open a support ticket and correspond with their support team via zendesk.  It takes a while for them to respond, but eventually they do. I was able to get my money out eventually.