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Author Topic: **CEX.IO Bitcoin Exchange ** Buy Bitcoins with Cards in iOS / Android App***  (Read 421533 times)
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Jendeh
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November 23, 2017, 04:18:18 PM
 #2581

Their site works fine, however I am still waiting 6 days for my 2 withdrawals worth of €26000+
They already have "escalated" my ticket to the financial department and the only response I got from them through e-mail is the standard e-mail which everyone is getting who wants to withdrawal:



Dear [MyName],

We are sorry for delayed reply. Due to extremely high load of requests it will take us extra time to resolve your issue. Our support team is working around the clock to reduce the queue, and we will reply to you as soon as possible.

Thank you for your patience.


Something is wrong, because while making a deposit the SAME financial departmant was able to verify my deposit within 1 day, but a withdrawal must take 6+ days??? And even an normal answer where my money is is taking 6+ days? How can you just ignore your customer and €26000+?

I don't understand why they taking an normal answer so long? Escalated or not, I still did not get even an answer on my question where my money is, today is the 6th day I am waiting and it is not even sent! Can you personally contact the finance department for me?

Or else cancel the withdrawals so I can trade again if a withdrawal is taking such long time, because all my money is now still "pending".

Request id: 397454


Never had any problems with other exchanges like kraken gdax and so on, all taking maximum 1 business day to withdrawal!!

I will update once problem is solved.



UPDATE 1:

I got a new Ticket id: 405949

"I am writing to you to inform that your pending withdrawal is currently being processed by our bank, it should be completed shortly. We appreciate your patience on this matter.

Also I would like to mention that we are working in accordance with strict security rules, both AML (anti-money laundering) and KYC (know your customer) policies. That is why we have certain procedures that are designed to ensure compliance with high international standards and policies, we need to confirm source of your funds, understand nature of your relations with CEX.IO and main crypto funds usage scenarios."

1) So I am wondering what "shortly" means. Can @Mr Cex on here maybe clearify that? On other exchanges like Kraken a SEPA transfer takes usually 1 business day, so my question is how long is it going to take before my funds are sent?

2) However I have already sent all asked documents, can @Mr Cex on here maybe escalate the new ticket: 405949 so I don't wait again 7 days for one response?

I'll keep this updated once problem is solved.

UPDATE 2:

After sending all required documents. Today I got e-mail that first withdrawal "has been successfully processed. "
However second withdrawal still says pending...

I am curious when I will receive the money.
Cex site is fine, it works better than some other Exchanges which are very slow, however I think Cex really need to expand their finance/Compliance department.

Can @Mr Cex on here confirm it is sent and why the second one is still pending after 8 days?
Ticket ID: 405949
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November 23, 2017, 05:06:39 PM
Last edit: November 23, 2017, 06:22:56 PM by ARTHurt
 #2582

Hey Cex, can you please explain why you play arround with payment processors?

My previous withdrawal, greater than 10k eur where your Compliance team got into scene to check and aprove, arrived instantly in my bank account, the same bank of yours - intrabank transfer... which was fine!

But why, in the name of God, the Finance team can't use the same bank for super easy instant intrabank transfer, when confirming withdrawals of less 10k?

Is it still CryptoCapital involved here for my last withdrawal??
If it takes again for one month to get the money I think I kill myself Sad

Reason: I got the confirmation email from Finalert but no instant payment, means you send the money again from other bank, instead the one you used for my previous withdrawal.
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November 24, 2017, 06:01:28 AM
 #2583

Request #355629

It's been a while that you haven't answered me or asked anything about documents and extended verification.
I would like to have some news and my account re-activated for further usage.
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November 24, 2017, 08:11:05 AM
 #2584

Dear Cex Support team,

Please help me to verify my kyc document Ticket ID: 390334 (My ID: Up109221685)
- My deposit (BTC and BCH) was pending for 10 days already please help to solve this urgently.

Hope to get fast feedback from your team, Thank you.


Dear Support team,

I have checked my activity and my Email there is no any staff give any feedback

Can you please help solve this urgently, I cannot do anything with my coin for almost 2 weeks !!

Thank you
CEX
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November 24, 2017, 03:16:05 PM
 #2585

Hey Cex, can you please explain why you play arround with payment processors?

My previous withdrawal, greater than 10k eur where your Compliance team got into scene to check and aprove, arrived instantly in my bank account, the same bank of yours - intrabank transfer... which was fine!

But why, in the name of God, the Finance team can't use the same bank for super easy instant intrabank transfer, when confirming withdrawals of less 10k?

Is it still CryptoCapital involved here for my last withdrawal??
If it takes again for one month to get the money I think I kill myself Sad

Reason: I got the confirmation email from Finalert but no instant payment, means you send the money again from other bank, instead the one you used for my previous withdrawal.

Unfortunately, we cannot comment such details, but we all the time is looking for the best options, sorry for the delay. We are in the first place look for the way to speed up the procedures in terms of our business.

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CEX
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November 24, 2017, 03:19:00 PM
 #2586

Dear Cex Support team,

Please help me to verify my kyc document Ticket ID: 390334 (My ID: Up109221685)
- My deposit (BTC and BCH) was pending for 10 days already please help to solve this urgently.

Hope to get fast feedback from your team, Thank you.


Dear Support team,

I have checked my activity and my Email there is no any staff give any feedback

Can you please help solve this urgently, I cannot do anything with my coin for almost 2 weeks !!

Thank you


Sorry for the delay, we have sent a reminder to our Finance and Compliance from our side too.

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Jendeh
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November 24, 2017, 03:20:50 PM
 #2587

Dear Cex Support team,

Please help me to verify my kyc document Ticket ID: 390334 (My ID: Up109221685)
- My deposit (BTC and BCH) was pending for 10 days already please help to solve this urgently.

Hope to get fast feedback from your team, Thank you.


Dear Support team,

I have checked my activity and my Email there is no any staff give any feedback

Can you please help solve this urgently, I cannot do anything with my coin for almost 2 weeks !!

Thank you



Sorry for the delay, we have sent a reminder to our Finance and Compliance from our side too.

Dear Cex,
I have the same problem.
After sending all required documents. Yesterday I got e-mail that first withdrawal "has been successfully processed. " Can you confirm it is sent? Because today is 1 business further and I did not get the money (usually SEPA takes just 1 business day to arrive)
However where is the second withdrawal? It still says pending???Why haven't this one also been processed??? Ticket ID: 405949
CEX
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November 24, 2017, 03:22:43 PM
 #2588

Please Help me  I am waiting from 23.11.2017  2500 euro

up110000395

Hello, can we ask you if it was withdrawal or deposit? According to our terms of use, deposit can take up to 14 days, withdrawal up to 20 bank days.

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Jendeh
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November 24, 2017, 03:43:53 PM
Last edit: November 24, 2017, 05:30:23 PM by Jendeh
 #2589

Emails are not answered, on twitter I got ignored, and even on here I got Ignored with 2 pending withdrawals worth of €26000+, I asked just 2 simple questions can you please answer my ticket?

Only 1 withdrawal is processed, where is my second withdrawal? I am waiting now 9+ days.
Ticket ID: 405949
itthikhun
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November 25, 2017, 03:19:30 AM
 #2590

Dear Cex Support team,

Please help me to verify my kyc document Ticket ID: 390334 (My ID: Up109221685)
- My deposit (BTC and BCH) was pending for 10 days already please help to solve this urgently.

Hope to get fast feedback from your team, Thank you.


Dear Support team,

I have checked my activity and my Email there is no any staff give any feedback

Can you please help solve this urgently, I cannot do anything with my coin for almost 2 weeks !!

Thank you


Sorry for the delay, we have sent a reminder to our Finance and Compliance from our side too.

Dear Support Team,

I have got response in my account activity, I would like to say thank you for the feedback

This is the Message:

"Thank you for your request.

The recent BTC and BCH transactions were still not completed as our Risk department has temporarily suspended an option to make any deposits/withdrawals on your account until the AML/KYC procedure is completed.

The information you have provided regarding 'Your activity request' was delivered to the Risk department and should be processed in the nearest time.

Please take our apologies for the delays, our Risk Department is now heavily loaded.
We have sent them a reminder with your username for your case to be checked as soon as possible.

We are sorry for the inconveniences caused and highly appreciate your patience on this matter."


I hope this issue will solve in the nearest time ..

I will keep updated until this was solved.

Thank you
inturist
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November 26, 2017, 01:02:11 PM
 #2591

Hi,
I would you ask about BTG when this coin will be on the Cex.io? Minenet has been started and some exchanges accrued BTG for their users.

Concerning the Bitcoin Gold trading, we are not ready to launch it yet. The situation with its full node client is still unclear, and we would not like to risk with your money. But as soon as everything gets clear, you will be updated.
So any news about BTG?
Probably all exchanges added BTG to their users and they can withdraw and send to any wallets. At least approximate start dates.
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November 27, 2017, 07:42:38 AM
 #2592

can you please take a look at Request #355629?
It's been 2 month I'm waiting for verification plus, also all my deposits are blocked as you mentioned earlier
I indeed want to use your service, but support team? huh
Also all the necessary documentations are provided upon request, if there is a need of something else just let me know
itthikhun
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November 27, 2017, 08:42:37 AM
 #2593

Dear Cex Support team,

Please help me to verify my kyc document Ticket ID: 390334 (My ID: Up109221685)
- My deposit (BTC and BCH) was pending for 10 days already please help to solve this urgently.

Hope to get fast feedback from your team, Thank you.


Dear Support team,

I have checked my activity and my Email there is no any staff give any feedback

Can you please help solve this urgently, I cannot do anything with my coin for almost 2 weeks !!

Thank you


Sorry for the delay, we have sent a reminder to our Finance and Compliance from our side too.

Dear Support Team,

I have got response in my account activity, I would like to say thank you for the feedback

This is the Message:

"Thank you for your request.

The recent BTC and BCH transactions were still not completed as our Risk department has temporarily suspended an option to make any deposits/withdrawals on your account until the AML/KYC procedure is completed.

The information you have provided regarding 'Your activity request' was delivered to the Risk department and should be processed in the nearest time.

Please take our apologies for the delays, our Risk Department is now heavily loaded.
We have sent them a reminder with your username for your case to be checked as soon as possible.

We are sorry for the inconveniences caused and highly appreciate your patience on this matter."


I hope this issue will solve in the nearest time ..

I will keep updated until this was solved.

Thank you

Dear Support team,

I have wait for another 2 days and there is no response again.

Hope that someone will take care this problem.

Thank you
CEX
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November 27, 2017, 04:23:46 PM
 #2594

Emails are not answered, on twitter I got ignored, and even on here I got Ignored with 2 pending withdrawals worth of €26000+, I asked just 2 simple questions can you please answer my ticket?

Only 1 withdrawal is processed, where is my second withdrawal? I am waiting now 9+ days.
Ticket ID: 405949


Hello, as we have informed you, your payment has been completed. We send a reminder to a Finance team and asked to update you on a ticket with payment details. Just a kind reminder according to our payment schedule, withdrawal can last up to 20 bank days. Anyway, you will be updated by our Finance team as soon as they get information.

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julio369
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November 27, 2017, 05:06:17 PM
 #2595

Hello CEX,

I've got a deposit pending since Nov 10th, more than two weeks ago now. I've submitted all the documentation that I've been asked for. What do I have to do for you to make my funds available? All I get from the Service Desk is a generic response.

Service Desk reference: 409438

I appreciate any help you can provide

Thank you
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November 27, 2017, 05:23:17 PM
 #2596

Please Help me  I am waiting from 23.11.2017  2500 euro

up110000395

Hello, can we ask you if it was withdrawal or deposit? According to our terms of use, deposit can take up to 14 days, withdrawal up to 20 bank days.

deposit

2017-11-09 16:56:08    2490.00 EUR   Pending    DEPOSIT   -   Bank Transfer
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November 28, 2017, 05:46:56 AM
 #2597

Hey Cex, can you please explain why you play arround with payment processors?

My previous withdrawal, greater than 10k eur where your Compliance team got into scene to check and aprove, arrived instantly in my bank account, the same bank of yours - intrabank transfer... which was fine!

But why, in the name of God, the Finance team can't use the same bank for super easy instant intrabank transfer, when confirming withdrawals of less 10k?

Is it still CryptoCapital involved here for my last withdrawal??
If it takes again for one month to get the money I think I kill myself Sad

Reason: I got the confirmation email from Finalert but no instant payment, means you send the money again from other bank, instead the one you used for my previous withdrawal.

Unfortunately, we cannot comment such details, but we all the time is looking for the best options, sorry for the delay. We are in the first place look for the way to speed up the procedures in terms of our business.
can you please take a look at Request #355629?
It's been 2 month I'm waiting for verification plus, also all my deposits are blocked as you mentioned earlier
I indeed want to use your service, but support team? huh
Also all the necessary documentations are provided upon request, if there is a need of something else just let me know
Hornet06
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November 28, 2017, 04:18:41 PM
 #2598

Hello dear CEX

UserİD: up110117136

I have made on 20.11.2017 the dollar withdrawal transaction still has not passed the bank account. I interviewed the bank. I was told to give me his reference number. There are no reference numbers in cex.io. Will you come back to me on this?
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November 28, 2017, 04:20:37 PM
 #2599

Hello dear CEX

I have made on 20.11.2017 the dollar withdrawal transaction still has not passed the bank account. I interviewed the bank. I was told to give me his reference number. There are no reference numbers in cex.io. Will you come back to me on this?
you'd be lucky if they will
CEX
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November 29, 2017, 11:28:47 AM
 #2600

Hey Cex, can you please explain why you play arround with payment processors?

My previous withdrawal, greater than 10k eur where your Compliance team got into scene to check and aprove, arrived instantly in my bank account, the same bank of yours - intrabank transfer... which was fine!

But why, in the name of God, the Finance team can't use the same bank for super easy instant intrabank transfer, when confirming withdrawals of less 10k?

Is it still CryptoCapital involved here for my last withdrawal??
If it takes again for one month to get the money I think I kill myself Sad

Reason: I got the confirmation email from Finalert but no instant payment, means you send the money again from other bank, instead the one you used for my previous withdrawal.

Unfortunately, we cannot comment such details, but we all the time is looking for the best options, sorry for the delay. We are in the first place look for the way to speed up the procedures in terms of our business.
can you please take a look at Request #355629?
It's been 2 month I'm waiting for verification plus, also all my deposits are blocked as you mentioned earlier
I indeed want to use your service, but support team? huh
Also all the necessary documentations are provided upon request, if there is a need of something else just let me know

Hello, sorry for the delay, we understand your frustration, we are sending the reminders every day to our compliance team, also please check your email, they can ask for additional information directly

Buy/sell BTC and ETH using your Visa/Mastercard. Instant payments, low fees, worldwide coverage, 100% secure. Register
Join Bitcoin Affiliate program! Invite users and get 30% lifetime bonus. Join now
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