Official Liquid Exchange Thread

[Serpens66]

@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.

[AlexTrader]

@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
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".

[AlexTrader]

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?

https://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.

https://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/

[AlexTrader]

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?

[Serpens66]

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)

[Serpens66]

Quoine API is down since 15 hours? O.ô

[harnorno2]

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

[emmettoc]

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.

[nullable]

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..

[harnorno2]

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)

[nullable]

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?

[harnorno2]

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

[Joe9]

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

[anama]

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

[Joe9]

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 

[harnorno2]

Issue fixed and resolved within a day.

[nullable]

Did they reply your email?

[harnorno2]

Yes they did. They said it was an error.

[nullable]

that's a relieve for you.


Dear Quoine support, i have create another support ticket (3940) regarding my account status and pending withdrawal etc
please assist.

thanks

[fanta984]

what happen with quoine ? why my position ( margin buy ) closed by system with unreasonable price ? the present price was 7.4xx.xxx but my position closed by system at 4.2xx.xxx . and that wasn't margin call because i just used a little for margin used.

it happens twice yesterday and three times in today, my total balance reduced from idr 188.xxx.xxx became 143.xxx.xxx and after i made some wd my balance 73.xxx.xxx but again reduced to 12.xxx.xxx

was it error system or quoine steal my money

please investigate my account and give me back my balance to like before the error happens