Did Cex.io simply stopped replying support tickets?

[MCrypto]

Well, I do understand that all exchanges are experiencing huge growth lately and as a result they have delays in customer support!

But I started to think that Cex.io stopped responding to support tickets! I have 3 support tickets, 2 of them from more than 1 month! No reply at all! I also DMed them on FB without reply!
Ticket IDs:
580942, 422776, 427891

 I'm very concerned specially that the tickets regarding fiat withdrawals, also for reading all the similar topics on the forum!

Did cex.io team replied anyone support tickets lately for other members? did they solve your problems?

[yosef92]

i have same problem one ticket from month and never replay

and another one before four days

https://bitcointalk.org/index.php?topic=2668289.0

no answer !

[Slow death]

Well, I do understand that all exchanges are experiencing huge growth lately and as a result they have delays in customer support!

But I started to think that Cex.io stopped responding to support tickets! I have 3 support tickets, 2 of them from more than 1 month! No reply at all! I also DMed them on FB without reply!
Ticket IDs:
580942, 422776, 427891

Some days ago I received an email from them where they said they are no longer accepting new registrations because the number of customers they have increased a lot.

As 2017 has shown explosive growth of interest to cryptocurrencies, we have been an exchange of choice for many of those who are just joining the market. Our user base grew 200% this year.

In November alone, the number of registrations was 9 times higher compared to November 2016. During the first 20 days of December 2017, more than 300,000 people became our customers. We’ve been excited by this growth and also humbled by the loyalty of our existing users.

The inflow of registrations, however, has put additional pressures on our support and verification teams.

Yes that is what is happening, many exchange are facing this problem and it is a problem that does not have a solution in the short term because we do not know every exchange has how many employees and how many employees are from the support ticket department

I'm very concerned specially that the tickets regarding fiat withdrawals, also for reading all the similar topics on the forum!

In the email I received they talked about it, according to them:

Delays in withdrawal processing


Temporary suspension of Visa withdrawals has caused an influx of withdrawals via alternative methods. That resulted in additional delays and some need for selective manual transaction processing. Our team is focused on fixing the technical issues with Visa and clearing the backlog. Please note that our relationships with Visa and MasterCard remain intact.

[MCrypto]

i have same problem one ticket from month and never replay

and another one before four days

https://bitcointalk.org/index.php?topic=2668289.0

no answer !

yeah, saw your post as well.. let's hope Cex themselves see it!

[MCrypto]

Well, I do understand that all exchanges are experiencing huge growth lately and as a result they have delays in customer support!

But I started to think that Cex.io stopped responding to support tickets! I have 3 support tickets, 2 of them from more than 1 month! No reply at all! I also DMed them on FB without reply!
Ticket IDs:
580942, 422776, 427891

Some days ago I received an email from them where they said they are no longer accepting new registrations because the number of customers they have increased a lot.

As 2017 has shown explosive growth of interest to cryptocurrencies, we have been an exchange of choice for many of those who are just joining the market. Our user base grew 200% this year.

In November alone, the number of registrations was 9 times higher compared to November 2016. During the first 20 days of December 2017, more than 300,000 people became our customers. We’ve been excited by this growth and also humbled by the loyalty of our existing users.

The inflow of registrations, however, has put additional pressures on our support and verification teams.

Yes that is what is happening, many exchange are facing this problem and it is a problem that does not have a solution in the short term because we do not know every exchange has how many employees and how many employees are from the support ticket department

I'm very concerned specially that the tickets regarding fiat withdrawals, also for reading all the similar topics on the forum!

In the email I received they talked about it, according to them:

Delays in withdrawal processing


Temporary suspension of Visa withdrawals has caused an influx of withdrawals via alternative methods. That resulted in additional delays and some need for selective manual transaction processing. Our team is focused on fixing the technical issues with Visa and clearing the backlog. Please note that our relationships with Visa and MasterCard remain intact.

The thing is, they announced Visa withdrawals are back couple of days ago! Still people are complaining all over the forum and their FB page about both Visa, MasterCard and even bank transfers withdrawals!

Well, I read their email about stopping registrations temporarily but that doesn't solve the issue! They need to increase their support staff. They have been taking 30 days for a simple reply to support tickets since July. Now it seems that they need more than 1 month to just respond!

[CEX]

The support is overloaded with the tickets, but they do their best to ensure that everything is processed according to the highest standards. We are sorry for such a delay and will try to escalate the issue to the concerned department.

[MCrypto]

The support is overloaded with the tickets, but they do their best to ensure that everything is processed according to the highest standards. We are sorry for such a delay and will try to escalate the issue to the concerned department.

Meanwhile, could you confirm that Euro withdrawals are allowed to Egypt? (Cause you listed Egypt in the restricted countries for USD)

[mshordja]

I have made a withdraw in 27 December, in the system shows withdraw completed but at my bank nothing, they sad 3 banking days and still nothing.
Now i am worried about 

[MCrypto]

I have made a withdraw in 27 December, in the system shows withdraw completed but at my bank nothing, they sad 3 banking days and still nothing.
Now i am worried about 

Have you submitted a ticket?

[MCrypto]

The support is overloaded with the tickets, but they do their best to ensure that everything is processed according to the highest standards. We are sorry for such a delay and will try to escalate the issue to the concerned department.

Meanwhile, could you confirm that Euro withdrawals are allowed to Egypt? (Cause you listed Egypt in the restricted countries for USD)

It seems that they disappeared again! I'm still waiting for this answer since 5 weeks on their support system without one reply!

[MCrypto]

So after waiting for 5 weeks (exactly 37 days), one of their customer support replied with this:
"Thank you for contacting us in the first place.
Our team would like to apologise for any possible inconvenience that could be caused due to such a delay in responses.

Please let us know if you still need assistance with having your issue solved or it got resolved already by now. Should it be sorted out, please ignore the message of mine, but in case it still maintains, just let me know for our team to do their best in getting back to you at the soonest possible.

Have a good day and thank you for your patience."

 Clearly the support employee didn't take the time to read the ticket, else he would have known that it's not solved and I'm still waiting for their reply (I repeated my question 6 days ago in the same ticket)!

Let's see if the CEX guy here in the forum has an answer for that!

[Backend]

From experience Cex tends to give the run around. Why would you waste anymore time with them?

-Backend

[MCrypto]

From experience Cex tends to give the run around. Why would you waste anymore time with them?

-Backend

Because I can't even withdraw my money at the moment!

[taserz]

Just got a response from an email in under 30 min.

[MCrypto]

Just got a response from an email in under 30 min.

Was it the automatic response? Or an actual email?

[kabrero]

look at my transaction:
https://blockchain.info/tx/7a9532803a68c995de2d1b269f765bccc61253cc27930a216ac0dea4d66baa93

i paid a lot and this is the result. this will never transfer to the owners i guess. do you have any idea how log will it take?
shame on you cex.io. i am swearing all the day to you. how could you pay 23 sats per byte.

[CEX]

I have made a withdraw in 27 December, in the system shows withdraw completed but at my bank nothing, they sad 3 banking days and still nothing.
Now i am worried about 

Kindly tell us your user ID or support ticket number so that we could investigate the case.

[monotheist]

All victoms of CEX.IO please reply here

https://www.reddit.com/r/cexio/comments/7poqf1/all_victims_lets_post_all_our_problems_in_one/

[kabrero]

hey CEX!
WILL YOU SOLVE MY PROBLEM ABOUT THE TRANSACTION OF VERY FEW FEE? I PAID 0.001 BTC TO YOU TO SEND MY GOODS. SUPPORT SAYS THERE IS NOTHING TO DO AND I SHOULD WAIT. ARE YOU KIDDING ME? WHAT KIND OF A COMPANY YOU ARE? STEALING? DO YOU CARE ABOUT YOUR CUSTOMERS? I ALREADY LOST A LOT. ARE YOU HAPPY? MOST OF THE CRYPTO INVESTORS READING THIS. DO YOU CARE THAT YOU LOSE PEOPLE WHO WANT TO INVEST VIA YOUR SERVICE? WHAT IS THIS GREEDY; PAYING ONLY 23 SATS FOR BTC TRANSFER? PEOPLE ARE ATTEMPTING TO CALL POLICE OR GO TO PROSECUTORS? DONT YOU AFRAID OF LEGAL ISSUES? YOU CLAIM THAT YOU SEND BTC IN 1 HOUR TO 24 HOURS. SO, WHERE IS MY BTC FOR GODS SAKE? ITS BEEN 10 DAYS!! SHAME ON YOU!!

https://blockchain.info/tx/7a9532803a68c995de2d1b269f765bccc61253cc27930a216ac0dea4d66baa93

[monotheist]

They reply to all messages except the ones which they are accused of sending low transaction fee.