This is a message specifically for you Yana_M1.

 I am the CEO of Cryptopia. I can tell you unequivocally that Cryptopia has never stolen anyone's money. We respond to every email and we have a brand-new very comprehensive support ticketing system that sees every single inbound enquiry, complaint or issue and they're all dealt with within 24 hours.

 if you send a message to our support team I can guarantee that you will get a response within 24 hours and I can absolutely guarantee that Cryptopia has never been backed, has never stolen anyone's money, and is there 24/7 to support you.

I can also tell you that anyone who has complained about having funds stolen or coins stolen for that matter have invariably lost because someone has compromised their own account by logging in with their credentials. Nothing to do with Cryptopia or our security. We offer many forms of security to prevent people getting into your account and if anything the only complaint we get is from legitimate account holders who have misplaced their credentials.

 I generally try and find time to read as many of the forums, Facebook pages and group pages they can and will directly address whenever there is an opportunity a concern.

We have a support team in New Zealand at our head office and we have another support team in the UK so that we can monitor our request 24 7 to make sure there are no delays.

If Cryptopia had been hacked you would have heard about in the news, if we had dishonest employees they would have been dismissed and prosecuted and if we had a technical problem you would have read about it on the main site.

 I invite you to send a full letter of complaint outlining every aspect of your loss so that we can look into it and remedy the situation. Please address your concerns directly to the helpdesk team of which there are many ways to get in contact with them from our main website.  Please do not hesitate to get in contact with us with any queries you have and I will once again, guarantee, that you will hear from us within 24 hours.

Yours sincerely
Alan Booth
CEO Cryptopia

Response from the Cryptopia CEO

Please firstly accept that we are not scammers. No one is going to take your coin or funds as long as we can keep the bad guys out and we are doing a huge amount of work to prevent any attacks.

The problem is worldwide in that all trading platforms are short staffed due to the massive growth in popularity of Cryptocurrency trading.  We are recruiting as fast as we can in all areas and of course, once recruitment is completed we then have to train people.  As you can imagine, we have to be very careful about who we recruit and how we get people trained.  

One of my many jobs is to help solve these issues as fast as we can and being that I have just arrived I cannot make it happen today. Please hang in there with us as we do our very best to attend to all outstanding matters and keep you all informed.  

Trying to contact me privately or via other social media or in some cases even though my family is pretty futile, we can’t solve technical issues and it won’t move you up the queue.

We’ve been working hard over the last few weeks to establish new working and highly functional processes which should start making things not only more efficient but more focused. We know that there’s been a level of frustration around a number of issues and I ask that you bear with us as we resolve problems as they occur.

One of the biggest areas of focus currently is improving our support service. We’re training new staff and hiring as fast as we can and in addition, improving the UI for better messaging and launching an external knowledge base that will better enable users to troubleshoot their own issues.

Some of the issues you face have not necessarily originated on our platform. Coins can have bugs of their own and poor support that simply gets handed on to us as we are the public-facing component of the process, we are the first and last link in the chain that affects you.  We are careful when listing to make sure we have done as much testing as possible.

You will see a regular post from me from here on in to keep you all as informed as I can. We are not going bust, we are not running away, yes we are struggling but we will be there and we will continue to improve. We also thank you for your support.

― Edwin Louis Cole once said>>>
“You don't drown by falling in the water; you drown by staying there.”

Alan Booth
CEO Cryptopia