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Author Topic: Official Quoine Exchange Thread  (Read 36011 times)
mew2Master
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July 13, 2016, 06:51:20 AM
 #241


Apologies once again for the delayed response on this forum.

I have been advised that notifications and full details are being communicated to the users affected by the pricing issue.


My account has also been frozen and account balance reseted to 0. I only receive 2 emails (refer to following) from Quoine, and Quoine did not mention anything detail about the glitch. Quoine refuse to provide me the person in-charge contact number to whom i can speak to and i have dropped them multiple emails without any reply or response.

The account balance was simply deducted without any form of accounting and information.

This is what they do to my account:
SGD: I am holding SGD 2xx before the reconciliation, they make my balance to become - SGD 4841.34 on 10 July. On 11 July, they did another reconciliation and set my SGD account to SGD 0. They didn’t provide any details about the “Reconciliation” process. Actually I believe they don’t even know what they are doing. In fact, i also believe that they don’t know what the supposedly GLITCH is about.
Reference: http://i.imgur.com/NogzzZp.png

BTC: they just simply set all my BTC to 0. That mean now all my BTC belong to them.
Reference: http://i.imgur.com/MD89pa3.png

1st Email: Frozen Account Notification‏ on Wed, 29 Jun 2016 04:46:14 +0000

Between June 16 and June 21, a price anomaly due to a system glitch allowed continuous arbitrage across various products in the platform. Your account has been flagged as having done trades to take advantage of this glitch in violation of our terms & policies and as a result your trades during those dates will be reverted.

Until this is completed, any withdrawals (fiat and crypto currencies) have been frozen for your account.


2nd Email: Account Balance Deducted Notification on Tue, 12 Jul 2016 09:50:54 +0000‏

Between June 16 and June 23, our platform experienced pricing issues which resulted in price discrepancies across related products/currency pairs. These unintended discrepancies when exploited by some users resulted in substantial losses to our business. After inspecting your account behaviour during those dates, which resulted in abnormally large and substantial increases in your balance, your account have been identified as having taken advantage of said pricing glitch. As we deem these gains an abnormal result due to a pricing glitch in our system and not due a real market-driven result, we have decided not to honor any those gains. Therefore, your balance has been deducted by the difference between two dates, excluding any deposits you have made within this period.
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ibeliveIcanflyETH
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July 13, 2016, 10:01:37 AM
 #242

In the end, Quoine is not much different from a bank.
They hold your money, you can trades, withdraw, etc.
In the end, the only difference between Quoine and a bank is that they have the ability to reset your account to $0 while not being bankrupt  (hum hum Lehman brothers hum hum Tongue).
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July 13, 2016, 01:09:25 PM
 #243

I make FAST deposit S$10k from OCBC bank to Quoine SGD account on last friday but until now still not credit to my SGD account.
Everyday sent several emails to complain that my deposit was not credited to my account but get no reply at all.
4 days passed but still nobody reply to me, I was wondering whether Quoine is scam or not.

I miss all the opportunities to trade.

I hope Quoine so handle this issue in a more professional way because I feel very unsecured.
Anybody can help me out. What should I do next?

Hi,

Apologies for the delay. I believe your balance was updated today - please advise if any further issues via the support ticket I believe you raised.

I am so disappointed with your service because I was expected Quoine will be the largest platform in Singapore(zero trading fee).
You owe me an explanation, how can I accept your apologies? What is the reason you delay my deposit? Why nobody reply for long period?

Frankly, even though is zero trading free now I will stay away from Quoine, I just afraid that my money will suddenly disappear in Quoine.

Hi,

I will try to find out if your delayed response was due to human error, or if it's related to something else like compliance.

We do try to ensure customer support tickets are answered in a timely manner. There are some cases where we are actually unable to provide details in our communications to customers, especially when some of the suspicious activity checks we do flags up customers for any activity that we deem suspicious. As per market standard money laundering/compliance procedures, we can't actually notify a user if they are being investigated as within Anti Money Laundering/Compliance this is known as "tipping off"


Quoine can hold your money as long as they wish and turn your account to zero without going to court because they are the judge. They can just do not reply to you and said is AML compliance "tipping off". Maybe in future, they can just runaway with your money and btc. I really don't feel confident to put my money or btc in Quoine because they are just giving excuses to cover what they are doing behind. Just S$10k what AML compliance that make you don't even want to reply to your nervous client? Always apologize for delay but still delay again and again.

Please tell me the truth why our deposit being delay and withdrawal also being delay? We need to know the truth.
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July 14, 2016, 03:10:44 PM
 #244

Hi,

As explained in the previous post (#238), there are varying circumstances from case to case, and only accounts with mispriced trades resulting from this pricing issue have had fiats and bitcoin withdrawals halted. And again, balance resets to zero without any notification should not have happened without proper communication between platform and users.

I have also been advised that we have good reasons, from trading volume and balance surge to trading behaviors, to believe that we were taken advantage of for the duration of the pricing issue. Nevertheless, we are keeping our mind open to the possibility of simple arbitrage trading and not unfair exploit. For this reason, our team is working in a deeper investigation for all accounts that have had balance reset.

Quoine Exchange - Bitcoin trading - 25X Margin - 10 BTC CCY markets www.quoine.com
Serpens66
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July 14, 2016, 05:41:58 PM
 #245

@Quoine:
So I can start trading at quoine now, without the fear that this also happens to me, because you fixed the pricing issue, right?

I already implemented quoine into my bot and did some trades via API. I noticed I get quite often timeout errors scattered over the day (more than 10 seconds without an answer, often 3 times in a row when I repeat the request). Is this normal? Maybe you could try to improve this.

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July 14, 2016, 08:27:28 PM
 #246

@AlexTrader:
WTF ?! O.ô with that large sum I guess you should try legal actions.

It is of course ridiculous from Quoine to prohibit Arbitrage Cheesy
No serious exchange will prohibit this, because every exchange only profits from arbitrage traders. If not, they are obviously scam!
I planned to use quoine, but it seems I won't.

Thanks for the advice. Handling this matter via the legal route is currently within my considerations. While I respect their rights to prohibit arbitrage on their exchange, I definitely do not appreciate that they have decided to add this new clause to their list of T&Cs without notifying existing users, and that their T&C page still claims to be "Last updated April 2014".
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July 14, 2016, 09:14:50 PM
 #247

Hi,

Apologies once again for the delayed response on this forum.

I have been advised that notifications and full details are being communicated to the users affected by the pricing issue.

Although I cannot go into detail around the specifics on each case here, I have been assured that our support team will be reaching out to each customer that was affected, and I have asked them to ensure responses are timely.

Balance resets to zero without any notification should not have happened, and I do apologise if this was the case.

To clarify, the act of arbitrage itself is not prohibited on Quoine.

Only accounts where users had mispriced trades that were affected by the pricing issue on our platform have had fiat and bitcoin withdrawals halted during the investigation. I believe there are varying circumstances from case to case, from users that made small profits/reduced profits/losses with a few trades, some large losses, and some that executed many trades manually or with trading software/bots, and have amassed large sums from the initial deposits.

No other customers should be experiencing long delays in fiat/bitcoin deposits/withdrawals - please do raise customer support tickets if this is the case.


1. I have received zero responses for the support requests and emails I've sent to QUOINE since 24th of June - I've been awaiting for a response from QUOINE for more than two weeks and yet did not receive a single reply even till now. On the other hand, I found out through posting about this incident here and over at Reddit that many QUOINE users are having issues getting a response from QUOINE, while QUOINE claims that this is done so as to avoid "tipping off", whatever that is supposed to mean, for compliance investigations. (See reddit link below)

2. My account balances were zeroed out without any notification, which occurred on July 10. I only received an email notification that was sent out on July 12, 5 PM stating that my account balances have been deducted AFTER I have posted details of this incident online on July 12, 1 AM (refer to the date of my first post). Is it that the only way I can get any form of responses and updates from QUOINE is to actually publish details of the matter publicly on an online discussion platform?

http://i.imgur.com/JvO9gCZ.png

3. "To clarify, the act of arbitrage itself is not prohibited on Quoine."
If that's the case, you would be contradicting what is currently presented on your T&C page.

http://i.imgur.com/0Ked6Rj.png

QUOINE's response on reddit: https://web.archive.org/web/20160714204809/https://www.reddit.com/r/Bitcoin/comments/4sbyb9/advice_needed_singaporebased_bitcoin_trading/
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July 14, 2016, 09:40:34 PM
 #248

Hi,

As explained in the previous post (#238), there are varying circumstances from case to case, and only accounts with mispriced trades resulting from this pricing issue have had fiats and bitcoin withdrawals halted. And again, balance resets to zero without any notification should not have happened without proper communication between platform and users.

I have also been advised that we have good reasons, from trading volume and balance surge to trading behaviors, to believe that we were taken advantage of for the duration of the pricing issue. Nevertheless, we are keeping our mind open to the possibility of simple arbitrage trading and not unfair exploit. For this reason, our team is working in a deeper investigation for all accounts that have had balance reset.

For how long would this "deeper investigation" require of your team? By resetting the account balances of the affected users, myself included, to zero, you're effectively denying them the opportunity to trade with their funds during this period of time while your team conduct its investigation. If the result of your investigation concludes that their usage of QUOINE's platform has been legitimate, how would the affected users be compensated for this period which they've lost trading opportunities due to QUOINE's decision to deny them access to their funds?

Secondly, if QUOINE claims that there had been an glitch in QUOINE's trading platform and permanently resets the account balances of users involved in the exploitation of such a glitch, how will the affected trades be reversed? Will the capital surplus from resetting these accounts now belong to QUOINE? Or will they be returned to users who have lost capital in the trades involved?

Last but not least, how will QUOINE be able to assure its future users that their trading activities, and consequently their potential profits, will not be reversed and voided simply because a "pricing glitch" has occurred on your trading platform and that all gains from the affected trades will not be honoured again?
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July 15, 2016, 12:47:23 AM
 #249

API:
Since more than 3 hours, the API is not reachable at all. Trading via API is not possible... Is there anything at your exchange that does work like intended? (pricing issue, withdrawals taking weeks)

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July 16, 2016, 03:26:58 PM
 #250

Quoine API is down since 15 hours? O.ô

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July 18, 2016, 06:27:04 AM
 #251

Hello Quoine,

My fiat withdrawal has been pending and processing for a week. Could you please look into it?

Ticket ID:
Support request (3675)

Many thanks!

EDIT: ISSUE HAS BEEN RESOLVED. WITHDRAWAL RECEIVED. THANK YOU QUOINE
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July 23, 2016, 07:41:19 AM
 #252

My BTC was subtracted without any reason! No transaction on your history page. Bug or stolen by your staff?

Please check the ticket #3881 and contact me as soon as possible.

EDIT: My balance was back to normal.
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July 23, 2016, 10:49:56 AM
 #253

hi i got the same issue as a lot of fellow users

account were "frozen", my deposit gone, fiat gone, my btc were also gone without any transactions details.

i have sent many support tickets to them for ask for explanation but there's no response...

i haven't been able to do anything since...

this is really worrying..
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July 23, 2016, 01:18:57 PM
 #254

Hi,

I have the same issue as the above users.

It has come to my concern that part of my account balance is gone / stolen. Please investigate. This is a serious issue.

Also, my crypto balance is in the negative amount. Please investigate.

Thank you.

Please get back to me ASAP (Support ticket ID: 3887)
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July 23, 2016, 03:00:24 PM
 #255

Hi,

I have the same issue as the above users.

It has come to my concern that part of my account balance is gone / stolen. Please investigate. This is a serious issue.

Also, my crypto balance is in the negative amount. Please investigate.

Thank you.

Please get back to me ASAP (Support ticket ID: 3887)

I thought i read your post that Quoine has processed your withdrawal? you are facing another issue?
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July 23, 2016, 03:13:27 PM
 #256

Hi,

I have the same issue as the above users.

It has come to my concern that part of my account balance is gone / stolen. Please investigate. This is a serious issue.

Also, my crypto balance is in the negative amount. Please investigate.

Thank you.

Please get back to me ASAP (Support ticket ID: 3887)

I thought i read your post that Quoine has processed your withdrawal? you are facing another issue?

Yes, this is yet again another separate issue
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July 23, 2016, 06:54:54 PM
 #257

Hello, I just wanted to add that I too also have a negative crypto balance. I hope that Quoine support can sort this out
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July 24, 2016, 03:00:13 AM
 #258

what do you mean about first deposit can bonus 100%
example iam deposit 1 bitcoin in my balance is 2 bitcoin or what and bonus can witdraw or not
and how long witdhraw local bank in indonesia
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July 24, 2016, 08:33:54 AM
 #259

Hello, I just wanted to add that I too also have a negative crypto balance. I hope that Quoine support can sort this out

Everything is back to as it was, thank you for the quick fix Quoine  Kiss

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July 24, 2016, 11:08:35 AM
 #260

Issue fixed and resolved within a day.
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