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Hi,
I've been using cex.io since 2013 (the account is also verified), mainly trading without problems until I started withdrawing money. The first withdrawal of £7,500 on 2017-06-07 come through about 14 days later, after chasing the support team about it.
A subsequent withdrawal on 2017-06-23 (to the same bank account) is still yet to come through (more than 2 months now!!). Several weeks, after making the withdrawal request, I was unable to login to my account when I started chasing up on it, the reason I was unable to login was because my account email address wasn't verified?? This seemed very suspicious, as everything had already been verified, I still haven’t received an explanation of why this happened. The support team apparently tried sending me verification emails, none of these I received. Eventually, I had to go through the process of changing the account email address which involved submitted various information about myself and my account.
Once I had access to the account, I continued requesting more information about the withdrawal, so far I have received very little concrete evidence that a transfer of funds was requested. I’ve been told that “We can request a SWIFT confirmation from our bank, but please kindly note that this request can be processed from 2 to 3 working weeks by the our bank. Also the request for SWIFT confirmation is paid service. If these conditions are suitable for you, we will send the request on SWIFT confirmation.” I this responded by asking how much this would cost (2017-08-24), I have yet to hear back!
Also the team that initially respond to the tickets seem to to struggle to understand basic explanations, they get confused very easily and don’t seem to read the history of tickets. So every other time, I reply, I have explain everything to them in the message, so that I don't have to wait another 5 days for an actual meaning full response. I’ve tried to be brief, by omitting lots of other issues have I’d had with while trying to understand what’s happened to my money.
The handling of this situation has been extremely poor, whether from incompetence or dishonest behaviour. If it's the former, I expect matters to be escalated and corrected swiftly, otherwise I'm left with no option but to pursue legal action. I can PM my login and anything else you need. You can also see some history on request #303800.
Ali
I've been using cex.io since 2013 (the account is also verified), mainly trading without problems until I started withdrawing money. The first withdrawal of £7,500 on 2017-06-07 come through about 14 days later, after chasing the support team about it.
A subsequent withdrawal on 2017-06-23 (to the same bank account) is still yet to come through (more than 2 months now!!). Several weeks, after making the withdrawal request, I was unable to login to my account when I started chasing up on it, the reason I was unable to login was because my account email address wasn't verified?? This seemed very suspicious, as everything had already been verified, I still haven’t received an explanation of why this happened. The support team apparently tried sending me verification emails, none of these I received. Eventually, I had to go through the process of changing the account email address which involved submitted various information about myself and my account.
Once I had access to the account, I continued requesting more information about the withdrawal, so far I have received very little concrete evidence that a transfer of funds was requested. I’ve been told that “We can request a SWIFT confirmation from our bank, but please kindly note that this request can be processed from 2 to 3 working weeks by the our bank. Also the request for SWIFT confirmation is paid service. If these conditions are suitable for you, we will send the request on SWIFT confirmation.” I this responded by asking how much this would cost (2017-08-24), I have yet to hear back!
Also the team that initially respond to the tickets seem to to struggle to understand basic explanations, they get confused very easily and don’t seem to read the history of tickets. So every other time, I reply, I have explain everything to them in the message, so that I don't have to wait another 5 days for an actual meaning full response. I’ve tried to be brief, by omitting lots of other issues have I’d had with while trying to understand what’s happened to my money.
The handling of this situation has been extremely poor, whether from incompetence or dishonest behaviour. If it's the former, I expect matters to be escalated and corrected swiftly, otherwise I'm left with no option but to pursue legal action. I can PM my login and anything else you need. You can also see some history on request #303800.
Ali
Hi,
Just a quick update on my previous post above, I did eventually manage get the money out in early November, so I'm happy about that. There were some extra charges with reference of 'CRYPTO SPOLKA Z* TFR' of £6. I did query CEX about it but havn't received a clear answer.
Ali
