CEX.io holding BTC deposit

[QOTD]

Hoping for some advice - I sent a small amount of BTC (.03) to my CEX.io wallet from an external wallet. CEX.io support told me it was being held because my bankcard transaction didn’t go through. I responded back that it was from an external wallet & the transaction has 1225 confirmations at the time of this post. I’ve provided all the requested identity verification items. Multiple tickets to support.

Any advice what to try next? Thanks, all!

Edit: blockchain info https://blockchain.info/tx/245759add032443b354f80aca4d13cf33ac8544fb994c3577ee605022a535c8b

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[jhenfelipe]

I wonder why they responded you about bankcard   An automated response?
Wait for their reply since you've provided some documents already. You might want to include your user ID and support ticket number in your post as well, so that when CEX account here in the forum see this thread he could also report/follow up the problem to their team.

[timerland]

Hoping for some advice - I sent a small amount of BTC (.03) to my CEX.io wallet from an external wallet. CEX.io support told me it was being held because my bankcard transaction didn’t go through. I responded back that it was from an external wallet & the transaction has 1225 confirmations at the time of this post. I’ve provided all the requested identity verification items. Multiple tickets to support.

Any advice what to try next? Thanks, all!

Edit: blockchain info https://blockchain.info/tx/245759add032443b354f80aca4d13cf33ac8544fb994c3577ee605022a535c8b

It could have been that your funds have been mixed with both bitcoin deposits and bank deposits, which means that your entire balance is "contaminated" and unusable until your bank transaction actually goes through.

If that's not the case and the only source of funds is BTC, then they should definitely process this withdrawal ASAP. Considering that you're fully verified as well.

Usually is CEX's forum rep sees a thread regarding this they will respond. But just in case that they do miss your case you should PM this account. You could also try posting on their exchange's thread here.

We can't do anything other than advising you how to approach this, unfortuntaely.

[QOTD]

I wonder why they responded you about bankcard   An automated response?
Wait for their reply since you've provided some documents already. You might want to include your user ID and support ticket number in your post as well, so that when CEX account here in the forum see this thread he could also report/follow up the problem to their team.

Thank you for responding! I appreciate the guidance. Him
My ticket # is 711206 - hope the rep sees this

[QOTD]

It could have been that your funds have been mixed with both bitcoin deposits and bank deposits, which means that your entire balance is "contaminated" and unusable until your bank transaction actually goes through.

If that's not the case and the only source of funds is BTC, then they should definitely process this withdrawal ASAP. Considering that you're fully verified as well.

Usually is CEX's forum rep sees a thread regarding this they will respond. But just in case that they do miss your case you should PM this account. You could also try posting on their exchange's thread here.

We can't do anything other than advising you how to approach this, unfortuntaely.
[/quote]

Thank you! This was very helpful - I appreciate the guidance I sent the PM so hopefully it will get resolved.

[QOTD]

Update: CEX.io has credited my account & I’m working with support now to allow me to withdraw to an external BTC address. Thank you!!

[CEX]

Dear QOTD,
Thank you for sharing your feedback and informing about the updates. 

I am sorry to hear that you have experienced problems with BTC deposit. But as I can see all the issues were successfully resolved by our Support team. Though, there was some delay caused by the investigation of our concerned department with regard to AML/KYC policy.

We are grateful for your cooperation and understanding on this matter and we are deeply sorry for all the inconveniences.