[kucoin.com] I lost 2000 € ... Poor service

[peace7]

Hello everyone!

Before starting, I would just like to say that I am aware that it is me who is making a big mistake! But if I wrote this post, it is to warn you that we should not count on these professionals in case of problems!

4 days ago, I made a very big mistake ... I transferred my ETH from Binance to a ETC wallet of kucoin.com ... A very big mistake of MY PART which cost me 2.000 € .

But of course, kucoin.com did nothing to help me, on the contrary ....
That's what happened:

4 days ago, when I saw that my ETH did not arrive on my kucoin.com account, I contacted their service to know if it was normal, they answered me directly by a copy / paste that it was normal, that the network eth was saturated, and not iniquity ...

The next day, I return to kucoin.com to see if my eth did not appear .... I resume contact with kucoin.com stating that  it's been 2 days that I wait for my eth and I'm entitled to the same answer copy / paste of the day before ... I ask them WHEN I would receive them ... and they answered me YES ...
I repeat my question to know WHEN I will receive them and I am still entitled to the same answer ... network saturated eth, do not iniquity ....

The next day, still not received my eth ....

Yesterday, I started to lose patience, and I had to OBLIGATE THEM TO TAKE MY PROBLEM MORE SERIOUSLY!
They asked me the deposit address, the TXID ....
I have explained to them that my transfer order does not appear on their site (=> they do not even look at my problem once, I was entitled to all-purpose answers, based on my questions read half !)
There I realize that I sent my ETH to a bad address ... And I start to panic!
I send them the wrong address explaining to them MY ERROR, and asking them if they do not know where this address comes from, if I will not have sent my eth on the wallet of another currency of their site. Of course, I get a quick answer DO NOT KNOW. (not the least effort on their part!)
So I start looking for where this address comes from, by opening the wallet of each of the currency of their site, and I notice that it corresponds to my ETC address.
I tell them my mistake, and I'm told that I can say goodbye to my eth:  

I search a little on the web, and I find other person who made the same mistake as me ....
- https://cryptofr.com/topic/3412/environment-eth-on-a-address-etc/6
It is explained that it is possible to recover its eth transferred on an ETC wallet with myetherwallet.com and the private key ETC
- https://askfrance.me/q/Eth-envoy-l-adresse-etc-25648083746
He found them thanks to bittrex!
-On Binance.com, the address of my ETH wallet is the same as my ETC wallet...

I share my discoveries with Kucoin.com, as it's not impossible to find them, it's just the wrong time from them, and from the beginning, they did not want to take my problem seriously, that they do not care about me, and / or want to steal my 2000 €.

More answers!

So here, € 2,000 in their pocket I want to say! Do not rely on their services, they are just there to make an act of presence! ***** service, pay attention to their "professionalism"

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[CryptoWinner]

they don't owe you anything, it's up to them to release the mistakenly sent funds or not. Probably they have some straight rules regarding these situation (which is not too bad).

Imagine how overloaded the support on all exchanges right now...

[peace7]

Thank you for your answer,

I'm not saying that they have to do something, especially if it's me that makes these big mistakes.

Personally, I think that if they wanted to, they could help me to recover my eth (like to explain in my post with bittrex and the private key eth ...), but nothing obliges them to do it.

But it's not normal how they managed my request ... I had the impression of talking to a wall ... They have not even bothered to take a look at it to my problem ... it is hardly if they read my questions completely ... I was entitled to answers on half of my questions read, I had to forced them to watch my problem! and they did not move a finger!

[InTheSameBoat]

Did the same thing only I sent BTC to my BCC address. I actually thought I was sending BCC (long story).

I get that it is my fault. Lesson learned and all that but a new exchange should be trying to make a name for themselves by going out of their way for customers. The funds are recoverable and I get that it is hassle for them and am more than willing to pay for expenses but not even entertained. It a huge problem on KuCoin. A simple google shows up countless threads with people who have done similar. Rather than dealing with individual cases they could credit accounts and then do a sweep of all the effect account in one go later to recover all the funds.  

Many institutions could tell customers tough shit all the time but they don't because they understand how it reflects on them in the long run. KuCoin don't care and I think that should tell you all you need to know about them as an exchange.

[lovesybitz]

Before Sending coins from any other exchange be sure to check everything from the address to address of this coin. I think you had a big mistake. i'm sorry my friend by you lose your money for that it's very risky.

[InTheSameBoat]

Before Sending coins from any other exchange be sure to check everything from the address to address of this coin. I think you had a big mistake. i'm sorry my friend by you lose your money for that it's very risky.

I normally do triple check everything. It was a perfect storm of things that went wrong that ended up with the mistake. I actually thought I was sending BCC. I even checked the amount on a calculator before sending. I was using a BCC -> Dollar calculator. I remember thinking the amount seemed a little off but but it wasn't a huge difference. The amount was actually a BTC amount. So not only did I end up sending money to a wrong address but it was 6 times more than what I had meant to send in the first place. The reason behind why I thought it was BCC is another comedy of errors which led to a perfect storm of crap.

It is just frustrating to see my money sitting in a wallet that can imported in if the exchange would play ball with the private key. They point blank refuse to help though.

[VuLDK]

Before you send your money you must check all service in site
ex:
- Domain name service in the world
- Domain address
- Developer handle this site
- Information of user using service feedback
After you checked, If you fell service in site good you will send your money. If it don't good then you don't send
Goodluck for you

[misterjo]

I use it and it goes perfect !, I think they say very well that you verify before sending !, but I think that they should have helped you better

[Haslett5236]

you should be careful when you sending fund especially sending ETH or ETC address

there is no way to find back because exchange will not give you the address privatekey

[InTheSameBoat]

you should be careful when you sending fund especially sending ETH or ETC address

there is no way to find back because exchange will not give you the address privatekey

I understand they don't want to give out private keys but they could resolve the issue themselves in the background without providing the user with the private key.

[mindrust]

Did the same thing only I sent BTC to my BCC address. I actually thought I was sending BCC (long story).

I get that it is my fault. Lesson learned and all that but a new exchange should be trying to make a name for themselves by going out of their way for customers. The funds are recoverable and I get that it is hassle for them and am more than willing to pay for expenses but not even entertained. It a huge problem on KuCoin. A simple google shows up countless threads with people who have done similar. Rather than dealing with individual cases they could credit accounts and then do a sweep of all the effect account in one go later to recover all the funds.  

Many institutions could tell customers tough shit all the time but they don't because they understand how it reflects on them in the long run. KuCoin don't care and I think that should tell you all you need to know about them as an exchange.

It is not your fault completely. It is partly Roger Ver's (CEO of Bcash) fault. He is the one who created this brand confusion.

[smartsan]

hi,
Its a new exchange and it would take little time to upgrade the service.

[InTheSameBoat]

It is not your fault completely. It is partly Roger Ver's (CEO of Bcash) fault. He is the one who created this brand confusion.

Thanks, I will take any sympathy I can get as I am feeling pretty sorry for myself right about now but in fairness it is only a problem because I don't control the private key and there would be no issue if I did.

[sysx21]

hmm ..... i've also experienced the loss of coin like you, a little different i lost my NXT, pretty much equivalent 0.1BTC, just because wrongly wrote note

[peace7]

Thank you for your support, and glad to not be the only one to make this mistake ...

I was so anxious to have made this mistake! But what I'm most excited about is the service of kucoin .... More I talk to them about my problem, and the more I realize that it takes me for an idiot ... They really answer anything,  just to make an act of presence....

I really do not recommend Kucoin, the day you have a problem, do not really count on them! They are not even able to read your question correctly ....

[InTheSameBoat]

Thank you for your support, and glad to not be the only one to make this mistake ...

I was so anxious to have made this mistake! But what I'm most excited about is the service of kucoin .... More I talk to them about my problem, and the more I realize that it takes me for an idiot ... They really answer anything,  just to make an act of presence....

I really do not recommend Kucoin, the day you have a problem, do not really count on them! They are not even able to read your question correctly ....

I think it comes down to the fact that the first line support just don't really understand the situation. I spoke to someone last night and they didn't have the first clue about what I was actually trying to ask. They kept telling me to look at my BTC/BCC addresses on KuCoin that they are different.

Here are some of the replies

sorry, i'd like to you it will stuck in the blockchain.

She then sent me screenshot of my wallets on KuCoin

as you acn see. the btc and the bcc has not the same address.

how can you say that the BCC address has the same BTC address?

I tried to explain the details again and got this

oh my god, how the BCC address has the same BTC address as well on kucoin?

plz check your bcc address and your btc address.

They don't have a clue what people are actually trying to ask and refuse to escalate it to someone to actually check.

[zoaretz]

Kucoin.com, just impossible to believe it, ""amazing""! service ...

[Kgdktac]

they don't owe you anything, it's up to them to release the mistakenly sent funds or not. Probably they have some straight rules regarding these situation (which is not too bad).

Imagine how overloaded the support on all exchanges right now...

That's a harsh line to draw in this situation. 2k€ is not 200€ to not give a sh*t. I'll understand if it's impossible to retrieve but as long as their a chance they should help it might take time. I suggest u should not give up on your efforts to recover your funds and try and be nice in your response to support team cos a lot is riding on it, they are humans you know. If you become a wise ass or arrogant then you are screwed. So be nice and try again cos "a snail pass through thorns by a nice tongue".

[InTheSameBoat]

That's a harsh line to draw in this situation. 2k€ is not 200€ to not give a sh*t. I'll understand if it's impossible to retrieve but as long as their a chance they should help it might take time. I suggest u should not give up on your efforts to recover your funds and try and be nice in your response to support team cos a lot is riding on it, they are humans you know. If you become a wise ass or arrogant then you are screwed. So be nice and try again cos "a snail pass through thorns by a nice tongue".

I have always tried to be nice and keep calm just explaining the situation. It is incredibly frustrating though as they don't seem to understand the technicalities of what you're trying to ask them. I am sure they are probably also using some sort of translation tool at times which means a language barrier exists. If I could just talk to someone who actually understood the issue.

[MWorld]

I recently in this thread, but noticed a lot of house, one opens another closes, payments hang and it's not clear what to do. Support is also people. You need to be more careful.

[canman]

I'm the opposite. The kucoin is perfect. I have not had any problems with kucoin. This is a big exchange just like binance

[viramarket]

I think. what team support should contribute to strengthening mutual understanding with users.but in the face of the language barrier!!they just don't understand what you want.vesnice what their native language and form a complete and proper treatment.

[wiik]

I feel sorry for you man . Ive used KUCOIN one time and the deposit take quite a while (LTC) . Tho there were no problem regarding deposit / withdraw . The only thing that i didnt like tho is that it takes a a day or so to receive my BTC withdrawal . I dont know if it was just about the congestion or anything . On other exchanges (Cryptopia for example) the withdrawal is pretty fast . But i guess thats pretty reasonable considering the higher fee on BTC withdrawal compared to KUCOIN's .

So to wrap it up , KUCOIN is a GOOD exhange in my opinion . Site look neat and fresh . Tho its understandable that support is always overloaded , we are just humans . We cant avoid raging when process takes long .

So my last advice to you all . Double, if not Triple check the address where you are sending your coins / money . Because if you mistakenly entered a wrong address , then theres only 0-1%chance to get em back .

[X-avier]

I had a similar situation, I sent the ETC from Binance to the wallet in ETH. KuCoin was very upset, but after a while I found that the address of ETC and ETH are identical !!! I was very happy! Should be so or not, I do not know. But in your situation, the administration was supposed to help you. I regularly use this exchange and can't say anything bad about it.

[peace7]

I had a similar situation, I sent the ETC from Binance to the wallet in ETH. KuCoin was very upset, but after a while I found that the address of ETC and ETH are identical !!! I was very happy! Should be so or not, I do not know. But in your situation, the administration was supposed to help you. I regularly use this exchange and can't say anything bad about it.

The address of ETC and ETH are identical on kucoin??
In my kucoin wallet, they are not the same!

It's been 3 weeks that kucoin does not answer me anymore ...
I contacted them by email and on their facebook .... but no sign of life

[CoderTerganteng]

That is your own fault! so take own risk, Read before do transactions