Bitcoin Forum

Dear alls !

I come from viet nam

Im trader on the poloniex, the day 19-july- 2019 i lose alls the ZEC in poloniex exchange. i was ticket support #2423296 . but i wait in long times and poloniex untreated. its alls my money.

Currently my mood is very worried

It could take weeks or even months before they answer you, this is a known problem within the crypto exchanges scene.

If you did a withdrawal and never received the funds (technical issue), they will be able to help you but If your account has been hacked and the money has been withdrawn without your knowledge, then Poloniex can't help you in that case.

In either case, you should be able to check your withdrawal history and see where the money was sent to.

How did you even lose it? Did someone attempted to make a withdrawal and became successful? Did you attempt to withdraw and received nothing? Did the numbers from your funds just turn to zero? Give us more information.

Be patient, your complaints are in the queue, I know your feelings that you are very worried, but your problem does not only happen to yourself, but there are many poloniex users who experience similar problems.


Well, Poloniex is not responsible for any problems caused by user carelessness. I hope the OP doesn't experience anything like that.

I have no idea poloniex customer support response time but basically response time 24-48-72hour or up to 7days.



Agreed, every problem not response customer support service if not have basic uses knowledge.

Normally you can wait for a while.

If I wear you, don't expect that your token loss will return it to your wallet on Poloniex.
I think most exchange having this kind of problem issues, and they are really not intention to assist
any of their client users to resolve. And that's what they've always do, not responding on your message.
So better, take it as a lesson learn.

How did you lose the funds? If your account was breached and you were not using 2FA I dont think the support can help you.
If you lost your coins as a result of a mistake on Poloniex side they can investigate what happened and come up with a positive solution.
But you need to be much more precise when you explain what happened. If you email their support team in the same way it will take much longer for them to figure out what went wrong. Be precise and give them clear and honest information.

Poloniex sucks when it comes to customer service, poloniex and coinbase is by far the worst place to trade on earth and they literally get your money while not returning your question for weeks and even months and think that is alright. I don't know why and how that can be feasible for a company that size, they are making thousands of dollars in profit every single day and they still don't have enough man power to just reply people for their problems.

You can literally hire 100 Chinese people for 50 thousand dollars a month (500 bucks a month must be amazing payment in china, don't know but I assume so) and they could reply for you everyday and you wouldn't have any backlog ever, 100!!! customer service reps. Yet they are not doing it for some reason, its really not acceptable at this stage for a company.

The @OP did not describe his problem, did the problem hacked or pending deposit/withdrawal.

From my experience, the problem of poloniex sometimes :

• Pending Deposit/Withdrawl
• Locked account because using an exchange for a wallet.
• Hacked (They suggested probably only change 2FA/Password, Your fund already lose.)

Once poloniex was in the top with good trading volume, then onwards due to the lack of support and update the usage of poloniex by users kept going low. Now this has made it go low to the top 50 list of exchanges. You could wait for a response from poloniex, and they can help only if there is some network issue. If it was a security breach then exchanges can't do anything further.

If a deposit was not credited or a withdrawal didn't work, you just need more patience.
If your account or API keys was accessed by somebody else (hack or carelessness) then yes, you should be worried, since the chances for getting help are slim.
However, as others said, the support is slow.

First you have to let us know exactly what made you lose the money, were you trading with it that you lost it or you were hacked, because I don’t believe that your token would just disappear from your wallet without any genuine reason, and I don’t understand why you kept the token on an exchange that once had issue in the first place and even if they had not had any issue before, it is unwise to keep your money in an exchange.

If you were not hacked or lost it to trade, they you need to keep pressing on the exchange, I am sure they will still respond to your ticket because there Is absolutely nothing anyone could do for you here, except they have any of their exchange representative here who would see your post and direct it to proper channel, but I believe the support will treat you case.

Did you lost through trading or some one stole it from your wallet. We might needs your response in other to be able to advise you properly. If it is through trading you should no that it is a normal way and no one will refund you that but if it is through deposits and your zec has not been credited to your wallet then you can open tickets.