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No, there's no such need or obligation, but I'm appreciating that they are doing it and finding time to respond. The ticket should be taken care of first, but in this case it was. The client felt like it wasn't so he came here to complain and they followed him to answer, which helped solve the case and put him at ease. I fail to see bad practices here.
The thing isn't really about it being a scam or not, but more so that if they have the time to browse through the forum, which they obviously do, why can't they allocate more time to a better customer support experience? I get it that they are trying to settle public complaints as soon as possible because of its potential impact, but if they offered better, more efficient customer support, people wouldn't need to complain publicly. I see it happen with non crypto businesses as well. I had to go public with a complaint about my TV plan before they helped me solve my problem, and that while I was trying to get it solved for nearly 3 whole weeks. 3 weeks of contact did nothing. 1 post in their forum was enough to get a DM from a moderator that fixed the problem right away. Funny aspect of it was how they kindly asked me to delete my post. How sweet.  There are tools to alert about online mentions, so no need to invest too much time in finding these. With that being said, answering support tickets is definitely in a much higher priority for Coinmama. We really believe customer support is one of the most important things in a customer facing business and we try to give each customer a "wow" impression as we call it We addressed OP's complaint about bad communication here https://bitcointalk.org/index.php?topic=5051904.msg47013591#msg47013591 so feel free to take a look. Thanks OP for clarifying this publicly! And thanks all for this discussion. It's indeed an important one. |
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What you're saying is different from what your client is saying. According to him the money disappeared from the account. If the bank was holding the money the funds would remain locked on his account and show as pending. One of you two must be mistaken and I sincerely hope it's him.
A misunderstanding we've rectified over email as well as here. Sadly, from dealing with banks in 180 different countries, we know that not all of them display the correct status of transactions (charge, pending, authorization, refund etc.), which leads to frustration and misunderstandings like this one. A neat example of the middleman friction Blockchain technology is attempting to remove |
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Hey Frodoe after reading all the comments all I can say you'll be lucky if you get your funds back, I had never heard of this exchange before so decided to a quick search, and it's pertinent to note there're many positive comments I'm going to highlight the ones that match fredo case, in this link http://bittrust.org/coinmama if you see from the top there's a similar story, and that user I suppose didn't get his funds. As I see there's a coin mama representative here I'm sure we'll get some answers. For all newbies whenever you buy online do a quick google search, read about them here, avoid exchanges you can buy here using escrow just a quick search here will list all escrows, and reputed sellers. Fredo do let us know what happens if you're not refunded or credited then simply open a scam accusations thread. While we're all for free press, it's worth realizing that Bittrust is an uncensored, anonymous feedback service that allows for all kinds of creative misrepresentations - whether it's to pad your own company's ranking or smear its competition. As an anecdote to this, while they have much to improve, it should be clear that Coinbase is no scam - and yet, there are countless Bittrust reviews claiming just that. Without a credible source, there is limited credibility (which, as a side note, is also why we're replying officially as Coinmama). Regarding the matter at hand, Frodoe was able to provide identification and we can see that not only did we answer all emails we received (most within minutes), but can confirm that the money in question is currently being held by their bank, and will eventually be freed. Once resolved, I hope Frodoe will provide their perspective. |
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my info Email : 27mdmo7sn@gmail.com# Order : BBT47308209 the status of the order is failed , but actually the money had taken from my card Thank you for providing this! I was able to find the email correspondence and can confirm that no money is lost or missing. Instead, the case here is that we're waiting for your bank to remove the hold placed on your bank account. This process usually happens within 2 business days, and while we have no say in your bank's internal policies, we have provided you with an official confirmation to help speed up the process. Hope it helps PS: for future reference, be careful about sharing your email address publicly, as this information could potentially compromise your account's security. We've sent you instructions on how to fix this. They would really be keen on responding their users complaints if its already been posted publicly to avoid messing up with their reputation.
This wont really get big if they do really respond support tickets well into their customers.
In this specific case, we checked and all emails we received were answered within minutes or hours. (The one about this particular issue was answered in 6 minutes and with similar response times for the back-and-forths that followed). Having said that, it's always possible that something went wrong, so Frodoe if you have an unanswered email, please send us the ticket number and we'll investigate further! |
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Why are you shocked? The first sign of shady activity is when an exchange hides itself behind whois protection supplied by its domain registrar. An exchange that isn't planning to mess with its users and complies with all rules within the jurisdiction they operate in won't do such a thing. Easy way to detect bad actors is to check whether or not they use whois protection. It helps you avoid 90% of the bad actors in an instant. Coinmama has been around for a while with mixed user experiences. It doesn't seem to be an outright scam, but I wouldn't recommend anyone to test it either. It reminds me of Hitbtc. Half of its userbase doesn't experience any problems, and the other half experiences nothing but problems and even think it's a scam. Whois protection is a common practice adopted by many well-known corporations (Kraken and Binance, to name some) - not as an attempt to hide their identity, but for security reasons. Case in point: if you head over to Coinmama.com you'll find a readily available list of the people behind Coinmama that you can look up and contact, as well as numerous ways to contact us. Not the typical behavior of someone who's trying to hide. Second, while we understand the frustrations and fears of those new to the industry (our founders were among them), our track record is too public and too well documented for any of the above claims to stick. In fact, if you tried our service I think you'd quickly find the opposite to be true, and that we're actively helping customers fight scams across the globe. |
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Hi Frodoe, You're right to be cautious, and we completely get your frustration! Fortunately, it sounds like your funds are just waiting to be voided by your bank. It usually happens within a few days, but can take longer, depending on their policies. Feel free to send us an email with the details, and we might be able to speed up the process by contacting your bank directly. Hope the issue is resolved shortly and your faith in Coinmama restored |
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I tried to contact the support again , they closed the support ticket with no answer
I tried to contact them again , but no answer
the website is : Coinmama.com
Hi there Frodoe, Sorry to hear about your trouble with the payment! Without knowing the specifics, it sounds like the the charge you see is only an authorization hold. This is an automatic hold, requested after every payment attempt, in order to "save" the amount for when your payment is approved. If your payment doesn't go through (this can happen if your order is canceled or fails), we ask your bank to immediately void the hold. Generally, it takes 2 business days from when the order was created for the funds to be made available to you again. But this can vary depending on your bank. If you send us an email or PM us your order number (it starts with BBT for Bitcoin transactions), we'll be better able to investigate what happened and make sure that you receive your coins or funds as soon as possible. Feel free to leave a reply below as well, so others can know how you're getting along. |
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Hey there, My name's Martin, and I'm heading up our support efforts at Coinmama. As you can imagine, things are a bit hectic in the world of crypto, and our teams are working around the clock to answer everyone's questions. If we haven't answered yours yet, have faith that we're putting in every effort to get there soon Alternatively, leave a reply here with your order number or PM us your email, and I'll look into it right away. |
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Hi there, My name's Martin, and I'm head of support over at Coinmama. Nice to e-meet you! When it comes to choosing the right service, I would advise you to look around and do your own due diligence - we've been doing this since 2013, so there are a bunch of reviews and anecdotes out there. Of course, I'd be happy to answer any questions you may have, but I don't think my word would hold the same sway as the words of hundreds of thousands of our customers. What I can say is that we have served many Indians, including when they removed the rupee bills back in December, and will continue to serve many more. Of course, we're affected by the recent rapid growth as much as anyone, but our team is putting in an incredible effort to answer everyone's questions and concerns. If you're not sure, why don't you send us an email and get a feel for it yourself? It's free, and we generally don't bite  Of course, if you have any specific questions, I'll be happy to answer them. |
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Hi splizenz, My name's Martin and I'm Head of Support here at Coinmama. Nice to meet you! First of all, we've been selling crypto currencies to customers from 182 countries since 2013 and I can very much assure you that we are a legit company. When it comes to choosing the right service to buy your bitcoins, a lot depend on your preferences - do you prefer high limits, many crypto options, minimal verification, low fees, fast processing, or great service? In that spectrum, Coinmama is generally regarded as one of the easiest-to-use brokers out there and are well-known for our focus on providing great customer service (though, of course... I'll let you be the judge of that!). At any rate, there are a bunch of reviews and anecdotes about us out there and I don't think my word would hold the same sway as the words of hundreds of thousands of our customers. But I'll be happy to answer any question you may have |
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Coinmama just protect their income not their words. When words on their site are against them when deputing with customers, they just simply change it (so easy) instead of taking resposibility for their words. They quoted
"15% on ALL referrals sales". When I asked them why just 1,1%, they just corrected "15% of Coinmama's commission". Oh my god. How can they fool me in this way
Hi melnsee, Martin from Coinmama here. Coinmama is one of the oldest companies in the industry, and we've always put a lot of emphasis on the community. This includes participating in forums like bitcointalk and listening to customer feedback, but also - when justified - admitting that we were wrong. To address your comment, I haven't heard of a company that are close to offering 15% of all referral sales. That would exceed their fee by an order of magnitude and as such they would go out of business very soon, so I hope you see how it could never be the model you mentioned. If that wasn't communicated clearly enough on our website, I do apologize. Is it possible to buy Bitcoins on your website using debir cards? If yes do you support debit cards (like Maestro) from Europe? And are there any fees or special charges when buying Bitcoin on that way and is this buying processed instantly? Is ID verification necessary? Hi bitbunnny! Yes, it is possible to buy bitcoin with your debit card at Coinmama. We accept all debit and credit cards issued by Visa or Mastercard, from all over the EU. The card processing fee is 5% with a minimum of $10 and it's usually a matter of minutes though it could be longer in certain cases. ID verification is needed for purchases above $150. Below that, no ID needed. |
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Coinmama just protect their income not their words. When words on their site are against them when deputing with customers, they just simply change it (so easy) instead of taking resposibility for their words. They quoted
"15% on ALL referrals sales". When I asked them why just 1,1%, they just corrected "15% of Coinmama's commission". Oh my god. How can they fool me in this way
Hi melnsee, Martin from Coinmama here. Coinmama is one of the oldest companies in the industry, and we've always put a lot of emphasis on the community. This includes participating in forums like bitcointalk and listening to customer feedback, but also - when justified - admitting that we were wrong. To address your comment, I haven't heard of a company that are close to offering 15% of all referral sales. That would exceed their fee by an order of magnitude and as such they would go out of business very soon, so I hope you see how it could never be the model you mentioned. If that wasn't communicated clearly enough on our website, I do apologize. |
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Hi zsobro, I'm sorry that you had a bad experience with Coinmama. It's the first time we hear about this issue. I wish you had contacted us directly so we could have sent your commission right away, and not only when we heard about it here. All the same, we appreciate your feedback - it gives us a better idea of how we can improve! To address your concern: you're absolutely right that we did not live up to the 24 hours stated. All I can say is that this number is a remnant from when we first launched the affiliate program, and while it will be updated shortly, I can only apologize that it was there in the first place. The reason why we haven't paid out commission on a daily basis is that we're soon launching an update that makes payouts happen automatically. Our hope is that this creates a better experience for affiliates going forward. If you have any other comments or feedback, please let us know here contact us directly via support@coinmama.comCheers, and have a great day! Best regards, Martin K Coinmama |
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17 leads but no sales, could you please explain how this works? something doesn't seem right thinking to quit promoting. thanks.
Succesful registrations doesn't necessarily bring succesful sales and unfortunately we cannot control your referrers actions Maybe you should consider if you target the right audience? We'll be happy to help you convert better, please send us an email to support@coinmama.com and we'll try to figure out if we can help you! |
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I had problem with coinmama affiliate program. They quoted 15% on the purchases of my referrals. What I received is just 1,1%. I sent feeback. They gave me no respond. Anyone can give me an answer?
I can give you an answer. just wait for some time/days and if they dont response for some days. then leave their affliate programs. because they seem scammers. and making peoples fool with telling something else and paying something else. you can start a thread in scam auction section by telling peoples what they did with you.. Hi! Regarding our response time - we are trying to answer any email in less than 24 hours which we have in this case actually, you simply didn't give us the chance to answer before posting a message on the forum. Regarding the commission structure - What was quoted on Coinmama is "15% commission on ALL of your referrals purchases". As we explained to you by email, what we meant by that is 15% of Coinmama's commission. We also explained why 15% of the total order amount is not possible with our recurring fees model (affiliates earn for all of their referrals purchases not just the first one) and we would be practically losing for any referral purchase if we were to pay 15% of the total order amount. I do understand however the reason for the confusion reading this sentence again and we already rephrased it to prevent further confusions. It's now "Earn 15% of Coinmama's commission on ALL of your referrals purchases including all their future purchases - forever!". Our affiliates are usually very happy with our program and earn good money working with us. We also never received a complaint about the above mentioned so we didn't realise it caused any confusions. Nevertheless i'm sorry for any misunderstanding caused! ivanst776, I don't know what makes you think we look like scammers (might it be because Coinmama and your company are offering similar services?) but writing these kind of things without any basis will not bring you good business, the opposite is correct. I'd be happy to answer anything else if there's something you'd like to ask. Bottom line melnsee, we weren't trying to mislead you, our affiliates success is our success. Sorry for this confusion once again and i hope things are more clear now If you have any questions you're always welcome to ping us and we'll be happy to assist. Have an awesome day! |
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Hi guys,
It's Nimi from Coinmama here.
I'll address the things NevilleRosalesfqkduw mentioned in Red below each paragraph;
Do not work with CoinMamma. At least they are not serious, and at worse they are fraudulent guys. I have following story with them. I needed to pay with BitCoin for my hosting. Such payment must be made on time of course, it can not wait. So, I decided to try "officially licensed" seller with "good reputation". It is CoinMamma, of course, it is #1 result in Google for "buy bitcoin", so what may be better?
Coinmama has been operating since 2013 and has managed to preserve a good, positive reputation in a tough neighborhood, thanks to our fast and safe service within the Bitcoin community. I think you may have jumped the gun, calling us "fraudulent guys", especially as we'll see below how this story unfolds.
I registered. They ask to upload my documents (driver license) scan copy. Well, ok, they exchange money for me, so I can understand why do they need it. Anyway, it is bad idea to upload your documents to man in Internet who you don't know at all, and you don't know how can he use your documents, for example, can he register himself on another site with your documents? Well, he is "officially licensed", so of course not.
That is a real concern and a good one, when giving away any personal info online, there will always have to be some trust involved. We also agree that in some cases it makes less sense, however when it comes to Bitcoin, it's not an odd request at all. In order to comply with the law we are required to identify our clients. Whether you'd like to share the info or not, is entirely up to you.
Next day after documents uploading they say that I am verified. Well, I have some days before hosting payment, so I am happy. I start to place order. Wow, for 0.2 bitcoins they want USD 65. Usual price was USD 50 at that time. Why is it so expensive? Well, of course, "officially licensed" company with "good reputation" may be more expensive, however, you get better service as a compensation. So I agreed. Next step is SMS verification. Is it OK to give your phone number to man you don't know? The question is rhetorical one. OK, I agree.
CoinMama offers a number of methods of payment. In your case, you chose to buy Bitcoins with credit card. If in fact these numbers are correct and you calculated a 15 dollar delta, please know that there is a minimum fee of $10 from the credit card processor(which you have been notified of prior to submitting the payment form) not CoinMama, which raises the cost when using this method of payment. The credit card processor is also responsible for SMS verification. Both events occur in order to prevent fraud and charge backs, enabling CC payments in the bitcoin sphere. We're hoping for less friction in the future.
I see the message now "sorry, your payment may be delayed up to 17 hours due to overload". Hm... I need to pay for hosting, I can not wait, and it is not good for company with "good reputation". OK, I agree to wait (I don't have choice, they blocked funds on my credit card already).
If to be exact, the message was; "Current payment requests will be queued and handled in X hours. You may experience delays on some occasions. You may continue and submit the payment as usual and we will process it as soon as possible.". This message was shown to you prior to completing the payment form. Which makes a big difference to your argument. This means that we notified you, explaining that your order may take longer than usual, giving you the choice to make a decision, to either continue with us or to buy somewhere else. Furthermore, your money was never blocked. You could have reached out to us and ask for the payment to be cancelled, it would have happened quickly.
I went to sleep, and next day I have to pay for my hosting. However, I see incoming email message when I stand up. And it says that: "Your payment request from CoinMama has been declined. Note that we do not disclose the cause of declined payments." Fortunately they refund my money.
It wasn't really fortune, that's just what legitimate companies do. Of course we'll return money that wasn't exchanged for Bitcoins. The question is - why did you get declined?
Ops. So, how to pay for hosting? And why did they steal 2 days of my time?
In most cases, payments are declined due to fraud suspicion.
From legal point of view they actually gain my driver license, phone number and email by deceit, because they claimed they need this information to sell me bitcoins, and they actually don't do that, they just got my documents, and it is a big question why do they need them if you don't sell me anything.
As you did not manage to complete your order, we do not "need" to keep a record of your documents. If you'd like to try out our service again, you're welcome to give us a go, your account is verified. However, if you no longer wish to use our service, simply send us an email requesting to delete your account and we'll permanently deleted all your records.
OK, I decided to contact them to solve the problem somehow. I go to contact form, write them about my issue and click Send. Now, I see following message:
SQLSTATE[HY000] [2002] An operation on a socket could not be performed because the system lacked sufficient buffer space or because a queue was full.
Wow!!! Theirs contact form doesn't even work. They stole my documents, and they even don't want to simulate they will read my support request.
During the past couple of days we experienced a major DDOS attack. During this time which was unfortunately long, the website suffered several issues including downtime which led to the message mentioned above. We're sorry some of our users saw this nasty error and have already fixed it. We understand it came a bad time and contributed to your confusion, but these things happen and we can only do our best to prevent them from happening again.
Conclusion: remember my story and double think before you'll work with them. May be you'll be lucky and you'll have better experience. And may be not. May be you'll waste some days, and you'll get one more fraudulent company that owns your personal ID copy. You have to decide it for yourself.
Our conclusion is: CoinMama is here for the long run. CoinMama's target is to offer the easiest way to buy Bitcoins. You don't get far screwing over clients for a couple of dollars a day. We're here to keep on serving our Bitcoin community loyally. We're working on improving our service and reducing our fees and hope to keep on serving you all for many years to come!
Best,
Nimi
CoinMama
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Hi, Yes, we do accept Astropay |
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Hi! Coinmama admin here. The request to upload a video of you came from our payment processor(note the email address it came from) and not directly from us. It's a normal procedure they conduct from time to time in order to protect themselves from credit card fraud which is a huge problem in the crypto world, This is not an AML(anti money laundering) demand as some here have suggested. Coinmama operates for more than 2 years now with a long history of satisfied customers, if you have any doubt about uploading the video or any other questions, feel free to email us or hop on a quick Skype call with our customer support. Have a good one |
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@ 3dsellers
FNxvDWmDAb2vYzrSXaiduGFn7JYuyR5CKE
Thanks!
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