It has been 65 days since I submitted my request to change my email address. My support ticket remains open, and I continue to inquire about the status. Regrettably, the responses I receive follow a familiar pattern, such as: 'Your complaint has been forwarded to the security department. We will notify you as soon as the change is made. We sincerely apologize for the prolonged wait.'

On the initial day, they asked me 2-3 questions and requested a selfie with my ID and a piece of paper displaying the current date. I promptly provided the necessary documents and answers. However, since then, I haven't received any new questions or updates. I am simply urged to wait patiently.

Moreover, I have been facing difficulties reaching them via email. When I open a new support ticket, I consistently receive responses from the same individual. Unfortunately, I cannot log in to my account as my old email is no longer functional.

Yeah, they are Ukrainians from chicken farms, so I can't have high expectations. They rip off what they can. It's so sad that they are still online. I advise everybody never to use this exchange; it's just a scam now.

I opened my account several years ago, and everything was fine. Due to some personal issues in my life, I became inactive for several years. I lost access to my email, and unfortunately, it got deleted, making it impossible to recover or re-register. When I reached out for assistance, they asked for information like my account balance, the cryptocurrencies I used, a photo of me holding my ID with the current date, and I promptly provided all of this information on the same day.

However, since then, I have received responses that only say, 'Please wait, your request is in a queue and will be processed soon.' More recently, the messages have been along the lines of 'Your complaint has been forwarded to the security department, and we hope it will be processed soon. We apologize for any inconvenience.' They haven't mentioned any issues with my information, IP address, or other potential problems.

Hello everyone,

I'm experiencing some issues with Mercatox.com. On August 23, 2023, at 15:58:29, I opened a ticket to change my email address. I provided them with the requested information and pictures, answered their questions, and everything seemed fine. However, my request has been forwarded to the Security Department, and I've been waiting for days on end without any updates.

In the past 34 days, I've reached out to them with 10 different inquiries, and the response is almost always the same: 'It's in a queue, we apologize for the long wait, and we'll inform you when it's changed.' I keep receiving the same response repeatedly, and I'm unable to use my old email address.

Is it normal for Mercatox.com to take this long to change an email address, or is there a possibility that they are attempting to defraud me of my funds? What steps can I take to recover my funds, given their less-than-ideal treatment of their users?