|
July 07, 2017, 03:35:13 PM |
|
I recently had an issue, where my E-Mail got hacked. Fortunately I have a seperate E-Mail for each exchange, however the one that got broken into was the one associated with BTC-E. So in order to prevent any damages I told BTC-E to lock my account, until I could regain access to said E-Mail. 2 Factor was also enabled, so the funds should be still on BTC-e. Remember to enable 2 Factor Authentication!
After 2 Days my access to the E-Mail was restored and I am now in the process of regaining access to the Account. So far their support has been quite responsive: - Ticket to lock the account has been answered within hours - 1 day later I sent them a reply to that ticket, that I have regained access to my E-Mail and asked for the account to be unlocked. They have closed it without responding, this might be, because the category was "money hold" and not "account banned" - 2 Hours later I have opened another ticket using the E-Mail that was previously compromised to open a Ticket called "account suspended" in their "Account banned" category. - Another swift reply, within hours from the BTC-E support asking me to register on xBTC-e in order to verify my account, with the promise that the account will be verified their within a day - Naturally I have completed the verification on xBTC-e and have provided my drivers license, a utility bill (the bill got rejected, because it was older than 3 months) and my bank statement. As I had proof of address and the ID I indeed got verified on xBTC-e within 24 hours as promised. They even let me know in the ticket.
As of making this thread another 3 days have passed and my account is not unblocked yet, so I have opened a ticket with xBTC-e asking for my BTC-e account to be unblocked, after 5 hours it has not been responded to yet. There are reports of xBTC-e responding better, so lets see.
I would like to document my journey with the infamous BTC-e support and share the outcome, because there might be many who never report if the support acts quickly. I will edit this post as time goes on to keep you informed. I am also interested in your experience with BTC-e in these cases. If you got any questions, let me know!
Current ticket status: My btc-e ticket: #HXX-594-18906 (Priority [ Private ] , Created Created: 04 July 2017 12:19 PM) My xbtc-e ticket #9550 (Priority Open , Created: 07 July 2017 08:22 AM )
|