[UNSOLVED] WEX.NZ REFUSING TO UNLOCK MY ACCOUNT (thousands of dollars)

[Steven009]

Quick update: After a lengthily talk with BTC-E and providing some more information, BTC-E.com support offered to transfer the funds to a different account, since they said the current account cannot be restored (no idea why they cannot restore the account, but I'm good as long as they keep up their word).

They replied right after cryptodevil tagged them. I just think it's unfortunate that it has come to this, they could have solved it literally 13 months ago. I'll see how this will finish, since they promised to transfer my funds.


Source:

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[codehtcmail]

I was much luckier than you, but I guess since I had only about $50 worth of Litecoin on my account, they unlocked it pretty fast in one week (well, fast compared to your 13 month period).
Good luck.

[mindrust]

Interesting news. I always found btc-e.com as a nice, clear and simple, reliable, user friendly exchange. Using them since 2013. (not keeping any coins there for months though) Always suggested them as a reliable exchange in this forum too. But what they've done to you is simply unacceptable. Now i'm fckin afraid to send my coins there even for trading purposes. And now btc-e.com is also removed from my trusted exchange websites list, now i don't trust any of them.

Never say that those things won't happen to me, It happens. It can happen you too. Always keep your bitcoins in your own private wallet where you have the full control over it.

Btw, seeing that cryptodevil helped to solve your situation is also very nice. God bless that dude.

[Steven009]

Btw, seeing that cryptodevil helped to solve your situation is also very nice. God bless that dude.

Yes, they (btc-e.com support) got my hopes all high and now I'm waiting for them to deliver. All thanks to cryptodevil.

Lets just see if they keep up their word. If not, I'll keep this thread regularly updated since it's relevant to the public as well.

[neochiny]

Btw, seeing that cryptodevil helped to solve your situation is also very nice. God bless that dude.

Yes, they (btc-e.com support) got my hopes all high and now I'm waiting for them to deliver. All thanks to cryptodevil.

Lets just see if they keep up their word. If not, I'll keep this thread regularly updated since it's relevant to the public as well.

That's great news. I'm glad you finally got some answers. I hope everything's wrapped up soon.

@cryptodevil, thumbs up! You really did good. Nice to see someone helping out.

@btc-e, finally. Took you guys long enough. I expect this wouldn't happen again since it would be too bad to see a great exchange who's been around for a long time, lose its reputation. Regards.

[Steven009]

Btw, seeing that cryptodevil helped to solve your situation is also very nice. God bless that dude.

Yes, they (btc-e.com support) got my hopes all high and now I'm waiting for them to deliver. All thanks to cryptodevil.

Lets just see if they keep up their word. If not, I'll keep this thread regularly updated since it's relevant to the public as well.

That's great news. I'm glad you finally got some answers. I hope everything's wrapped up soon.

@cryptodevil, thumbs up! You really did good. Nice to see someone helping out.

@btc-e, finally. Took you guys long enough. I expect this wouldn't happen again since it would be too bad to see a great exchange who's been around for a long time, lose its reputation. Regards.

Update: situation not resolved yet. They are going back to the same question already answered on the first screenshot of this thread...

[pawel7777]

Good to see they finally responded to you and promised to release your funds.

Update: situation not resolved yet. They are going back to the same question already answered on the first screenshot of this thread...

That's annoying, but you may be dealing with different person who wants to get a clear picture of the situation.

BTW was your gmail account deleted due to inactivity? What happens when you send an email to that account, would it bounce back as undelivered? If so, btc-e should be able to verify your story easily. If not, they have a reasonable reason to be extra cautious.

Hope all goes well. Let cryptodevil know when you successfully withdraw your funds (I assume that's what you want to do) and it would be nice gesture to offer him small tip for spending his time to help you out.

[Steven009]

Good to see they finally responded to you and promised to release your funds.

Update: situation not resolved yet. They are going back to the same question already answered on the first screenshot of this thread...

That's annoying, but you may be dealing with different person who wants to get a clear picture of the situation.

BTW was your gmail account deleted due to inactivity? What happens when you send an email to that account, would it bounce back as undelivered? If so, btc-e should be able to verify your story easily. If not, they have a reasonable reason to be extra cautious.

Hope all goes well. Let cryptodevil know when you successfully withdraw your funds (I assume that's what you want to do) and it would be nice gesture to offer him small tip for spending his time to help you out.

I was not using that email, I now use my domain's email as my primary since early 2013 (which I actually thought was associated with my BTC-e later on).

And yes, the email bounces back as undelivered:

I will most definitely give a generous tip to @cryptodevil for his help, assuming that @btc-e.com delivers what they promised.

[irfan_pak10]

Op case is really strange, because i also used btc-e in early 2014 and after that i started using coinbase & blockchain, and occasionally go to btc-e and everytime they ask me to change my password because my password is old. They never closed my account because of inactivity. The thing is because May be closing my account is not going to benefit them?

Its always said never use exchange site as a primary site for storage of your BTC.

[Steven009]

Its always said never use exchange site as a primary site for storage of your BTC.

I never had any problems with them, until now. They're either being extremely paranoid, or incredibly sketchy.

[Steven009]

Update: Here we go again, round in circles. I can only assume that this case is being handled by different costumer support assistants, and it seems like they have no sort of typification process. All it takes is to actually read the whole ticket and past messages, which isn't huge, to figure out what's happening, and what kind of crucial evidence was already provided. Or maybe they are intentionally going in circles to perpetuate this issue. I feel like they're putting me inside a labyrinth with no end.

[irfan_pak10]

Update: Here we go again, round in circles. I can only assume that this case is being handled by different costumer support assistants, and it seems like they have no sort of typification process. All it takes is to actually read the whole ticket and past messages, which isn't huge, to figure out what's happening, and what kind of crucial evidence was already provided. Or maybe they are intentionally going in circles to perpetuate this issue. I feel like they're putting me inside a labyrinth with no end.

From this it seems that they aren't gonna return you your money. Like yesterday they were agreed on returning you your money. But today seems they didn't even have any conversation with you.

[Steven009]

Update: Here we go again, round in circles. I can only assume that this case is being handled by different costumer support assistants, and it seems like they have no sort of typification process. All it takes is to actually read the whole ticket and past messages, which isn't huge, to figure out what's happening, and what kind of crucial evidence was already provided. Or maybe they are intentionally going in circles to perpetuate this issue. I feel like they're putting me inside a labyrinth with no end.

From this it seems that they aren't gonna return you your money. Like yesterday they were agreed on returning you your money. But today seems they didn't even have any conversation with you.

Yes, it's very contradictory. When I first made this thread they wanted to resolve this by sending my funds to a different account (check previous posts), since they couldn't "restore" my account. Now they're being redundant again. I find this incredibly sketchy, since I had a considerable amount of currency that at the time wasn't really much (when bitcoin was less than ~$160-180) but now is roughly 5 to 6 times more its older value. I thought that BTC-e was trustworthy enough to keep my bitcoins there, trouble free, since I never had any issues with them. But I was wrong, was a bad decision, and now it's being a nightmare to withdraw them.

[cryptodevil]

Their repeated fumbling of this matter is either down to an extremely flawed helpdesk response, incompetence or is intentional.

I'd like to think it is just a 'lost in translation' situation with poor communication among those who are responding to you. Otherwise the latter two scenarios would be alarming to say the least.

Have you tried requesting that the support person copy in a senior staff member to coordinate their response better? Point out that the normal identity documents, such as passport, drivers license and utility bills are internationally accepted standards of proof and that not being able to sign or send from a previously used bitcoin address is insufficient a reason for them to continue denying you your funds.

If they previously accepted identity documentation from you when you first used the account then they must accept them as sufficient proof for you to recover the account/funds. You've already said you're willing to skype them to prove you are the person identified by those documents.

[pbleak]

What would make you think btc-e is trustworthy? Nobody has any idea who they are, you have to basically route your documents via god know's who, and there is nothing you can do legally if anything goes wrong. They are actually pretty good considering they don't really have to do be. They could disappear tomorrow and all we'd have are some crumbs.

[Steven009]

Their repeated fumbling of this matter is either down to an extremely flawed helpdesk response, incompetence or is intentional.

I'd like to think it is just a 'lost in translation' situation with poor communication among those who are responding to you. Otherwise the latter two scenarios would be alarming to say the least.

Have you tried requesting that the support person copy in a senior staff member to coordinate their response better? Point out that the normal identity documents, such as passport, drivers license and utility bills are internationally accepted standards of proof and that not being able to sign or send from a previously used bitcoin address is insufficient a reason for them to continue denying you your funds.

If they previously accepted identity documentation from you when you first used the account then they must accept them as sufficient proof for you to recover the account/funds. You've already said you're willing to skype them to prove you are the person identified by those documents.

And it's merry-go-round time, again. Have already sent them the screenshot they're asking.

[cryptodevil]

And it's merry-go-round time, again. Have already sent them the screenshot they're asking.

Is that the entirety of the message? "it screens out of your wallet" sounds like either they are writing replies on an auto-correcting phone or they are relying on google translate.

Has any of the correspondence from them included the name of the person you are dealing with or has it all been sent as "BTC-E Support"?

[irfan_pak10]

Hi @cryptodevil

what you think of taking this issue to twitter and other media? Becuase by posting tweets by using btc-e hashtags, will surely hurt them? We can also make posts on different sites too? Doing this will surely gona hurt them and loose many users who already using this site.

[cryptodevil]

Hi @cryptodevil

what you think of taking this issue to twitter and other media? Becuase by posting tweets by using btc-e hashtags, will surely hurt them? We can also make posts on different sites too? Doing this will surely gona hurt them and loose many users who already using this site.

I don't think spraying social media with anti-btc posts is going to help and it might actually hinder the situation at this time. I'm thinking there may be a language issue with their helpdesk staff, as well as it clearly not being the same person who is responding each time. So we need to make sure they understand that he keeps being asked things he's already answered and to assign a senior member of staff who can process the support ticket to resolution.

Steve, can you push that issue with them and asked them to make sure the same person handles the ticket because you have been asked the same things repeatedly over the last year?

[Steven009]

Hi @cryptodevil

what you think of taking this issue to twitter and other media? Becuase by posting tweets by using btc-e hashtags, will surely hurt them? We can also make posts on different sites too? Doing this will surely gona hurt them and loose many users who already using this site.

Steve, can you push that issue with them and asked them to make sure the same person handles the ticket because you have been asked the same things repeatedly over the last year?

I can try to do that. I cannot differentiate if it's another assistant, since they're all "BTC-E Support". But most definitely I've been messaging different assistants, no amount of stupidity would justify otherwise. Also, not having someone that speaks/understands actual English is very challenging if we consider they cater to an international audience.