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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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CEX
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March 26, 2018, 02:24:32 PM
 #2921

Dear @cex.io

As you may find in your records, I have sent multiple 2fa to disable requests and your support team requested my details. I sent mentioned info and docs many times. So far, still no help from your side and still I can not login to my account.

I lost enough money already. Please pay attention to user's demands and act accordingly to help me!

I am a seaman and earning money in tough conditions and for this reason, I do not have internet connection all times. I can only check my inbox when we arrive ve at ports.

You can check my username and can see previous correspondence with your support team. Like I have said I sent requested docs many times!

Username: up111207982

Dear olusortacc,

Thank you for your post.

Let me mention that we have been responding to each and every ticket request of yours with the proper information what was needed for solving your query.

As far as we have already explained to you via our responses to all your tickets, we have still been waiting for the additional photo from you of a proper quality to process your request and disable your 2fa authentication.

In your last email response, you informed us that you would provide us with the required information once you get it from your captain.

Kindly note that we are patiently waiting for you to provide a photo of you holding your passport, once it is available.
Please do it in a response to your last ticket.

Feel free to contact us at any time if further assistance is needed.

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Crypto_C12
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April 23, 2018, 06:33:11 AM
 #2922

Do you have any plan to list the new monerov (xmv)? I want to trade this fork on cex.
GeneralJarmen
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April 23, 2018, 08:44:23 AM
 #2923

On 13 January 2018, I bankwired US$10,000 to CEX. CEX rejected the bankwire and told they would refund my amount.
Till today, after over 90 days, the amount has not been credited.

Despite several followups with CEX, they have not provided any proof of attempt to transfer my money. Everytime they have responded with "please be patient", "our Finance Department is working on this" or "the issue will be escalated".

My bank in the UAE told me that CEX's bank in Poland has confirmed that CEX account is blocked due to prosecution order. To me it's irrelevant. All I need is my $10,000 back in my account.

Please provide your assistance in this regard. I expect CEX to be professional since they are based in the UK.

up108984857
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April 24, 2018, 12:59:12 PM
 #2924

Do you have any plan to list the new monerov (xmv)? I want to trade this fork on cex.

Dear Crypto_C12, thank you for your question.

Unfortunately, support team do not have any information about forthcoming coins listing.  Please subscribe to our news channels to be up-to-date:
https://twitter.com/cex_io?lang=en
https://blog.cex.io
https://www.facebook.com/CEX.IO 

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alexvombat6
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April 25, 2018, 07:43:19 AM
 #2925

On 13 January 2018, I bankwired US$10,000 to CEX. CEX rejected the bankwire and told they would refund my amount.
Till today, after over 90 days, the amount has not been credited.

Despite several followups with CEX, they have not provided any proof of attempt to transfer my money. Everytime they have responded with "please be patient", "our Finance Department is working on this" or "the issue will be escalated".

My bank in the UAE told me that CEX's bank in Poland has confirmed that CEX account is blocked due to prosecution order. To me it's irrelevant. All I need is my $10,000 back in my account.

Please provide your assistance in this regard. I expect CEX to be professional since they are based in the UK.

up108984857

I have a similar problem with this "stock-market". My CEX.IO ID# up118741364 On 21 february I bankwired US$5000,9 to CEX. My bank informed me that I wouldn't be able to recall the transfer and after my confirmation the operation was completed. 60 days left but I still didn't get any money on my CEX-account. The support service answered to all my letters (ticket 709424) with standart phrases «We will do our best to find the solution», «We kindly ask you to understand that it may take some time», but they didn't provide any proofs that they did anything regarding to my problem. As I see now a lot of people have the same issues with CEX. Here https://bitcointalk.org/index.php?topic=2756135.0 a guy proposes to file complants to the UK police, may be it could help?
CEX
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April 25, 2018, 09:31:10 AM
 #2926

On 13 January 2018, I bankwired US$10,000 to CEX. CEX rejected the bankwire and told they would refund my amount.
Till today, after over 90 days, the amount has not been credited.

Despite several followups with CEX, they have not provided any proof of attempt to transfer my money. Everytime they have responded with "please be patient", "our Finance Department is working on this" or "the issue will be escalated".

My bank in the UAE told me that CEX's bank in Poland has confirmed that CEX account is blocked due to prosecution order. To me it's irrelevant. All I need is my $10,000 back in my account.

Please provide your assistance in this regard. I expect CEX to be professional since they are based in the UK.

up108984857
Dear GeneralJarmen,
Please accept our apologies for the inconvenience caused.

We can assure you that you will receive your money but we kindly ask you to understand that since the nature of cryptocurrency is still an unregulated feature within the bank industry, delays for cryptotransactions may appear.

Our team has sent an email to you recently with more detailed information on your issue.

We would like to highlight that your case is under the supervision of our finance department and it is checked by our specialists few times per day.
In order to provide you with more accurate information, we have sent a request to our payment provider and currently, we are waiting for a reply. Please be assured that we will update you as soon as possible.

Also, I kindly ask you to inform us once the funds will be available in your bank account.

Thank you for understanding.

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vmcrown
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May 03, 2018, 07:11:45 AM
 #2927

CEX.IO is a really good service, im satisfied with it!

During my using experience ive got only two troubles. First was with ETH deposit. Support reacted in 30 minutes and in hour my issue was solved. Great respect for team! Smiley

But last problem is painful. On 2 of March i made USD withdrawal to Mastercard. Since that day its in status "Pending". All withdrawals before arrived to me immediately. In withdrawal options timeframe is 2-3 banking days. Today is 3rd.
As i was told, payment provider can push or cancel transaction anytime. So i ask to cancel this transaction and credit funds back to my CEX.IO account if its unreal to send my funds to my card today.

I have a very big trust level to this service but im very worrying now.  Sad
And i hope that this trust level will never go down.

I will write here all updates about solving/unsolving my problem.

My ticket ID: 704075
User ID: up101654493

Best regards to CEX.IO team. I beleive in you.

Your faithful customer

Our Finance department is already aware of your case and they will do their best to ensure that you receive your funds. Please wait for the updates from them.

Still no changes Sad My favourite service doesnt care of me Sad


Thank you very much for your help and fast response , one of my transaction is not pending anymore, but this transaction: 5764313593 still PENDING, Could you please handle it?

I will update my status on the forum, thanks in advance.
Your transaction which is not pending anymore, it was credited back to your CEX.IO account or money arrived to your card?
First pending transaction returned back to my cex account but second transaction is still pending
Was it credited back with any fees?

UPDATE
My problem was solved on the 10th day since my withdrawal. Thanks a lot and best of luck! Sorry for late answer!
LongHodler
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May 03, 2018, 11:10:58 PM
 #2928

Hi CEX,

My request  #616520 since January 10 is marked as solved while it is not.

Could you please fix this mistake and solve the issue?

Best,
LongHodler
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May 16, 2018, 01:41:47 PM
 #2929

Hi CEX,

My request  #616520 since January 10 is marked as solved while it is not.

Could you please fix this mistake and solve the issue?

Best,
LongHodler

Dear LongHodler, please accept our apologies for the delay in our reply.

The concerned ticket was automatically closed by the system as we did not receive an answer to our last update. As we see you have already created another ticket, a support agent will contact you in the nearest time possible. We appreciate your patience on this matter.

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CEX
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May 16, 2018, 01:49:09 PM
 #2930

CEX.IO is a really good service, im satisfied with it!

During my using experience ive got only two troubles. First was with ETH deposit. Support reacted in 30 minutes and in hour my issue was solved. Great respect for team! Smiley

But last problem is painful. On 2 of March i made USD withdrawal to Mastercard. Since that day its in status "Pending". All withdrawals before arrived to me immediately. In withdrawal options timeframe is 2-3 banking days. Today is 3rd.
As i was told, payment provider can push or cancel transaction anytime. So i ask to cancel this transaction and credit funds back to my CEX.IO account if its unreal to send my funds to my card today.

I have a very big trust level to this service but im very worrying now.  Sad
And i hope that this trust level will never go down.

I will write here all updates about solving/unsolving my problem.

My ticket ID: 704075
User ID: up101654493

Best regards to CEX.IO team. I beleive in you.

Your faithful customer

Our Finance department is already aware of your case and they will do their best to ensure that you receive your funds. Please wait for the updates from them.

Still no changes Sad My favourite service doesnt care of me Sad


Thank you very much for your help and fast response , one of my transaction is not pending anymore, but this transaction: 5764313593 still PENDING, Could you please handle it?

I will update my status on the forum, thanks in advance.
Your transaction which is not pending anymore, it was credited back to your CEX.IO account or money arrived to your card?
First pending transaction returned back to my cex account but second transaction is still pending
Was it credited back with any fees?

UPDATE
My problem was solved on the 10th day since my withdrawal. Thanks a lot and best of luck! Sorry for late answer!

Dear vmcrown, thank you for your feedback!

Let us know if there is anything else we can help you with.

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LongHodler
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June 06, 2018, 12:46:08 AM
 #2931

Hi CEX,

My request  #616520 since January 10 is marked as solved while it is not.

Could you please fix this mistake and solve the issue?

Best,
LongHodler

Dear LongHodler, please accept our apologies for the delay in our reply.

The concerned ticket was automatically closed by the system as we did not receive an answer to our last update. As we see you have already created another ticket, a support agent will contact you in the nearest time possible. We appreciate your patience on this matter.

Hi CEX,

It's been three weeks since my second ticket. Is there any progress?

Best.
CryptoChartIndex
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June 07, 2018, 07:12:32 AM
 #2932

Cex.io Exchange is now listed on CryptoChartIndex , Now you can get all information regarding Cex.io Exchange on CryptoChartIndex!

CryptoChartIndex (https://cryptochartindex.com) Bitcoin Price (https://cryptochartindex.com/currency/bitcoin)
CEX
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July 05, 2018, 12:13:56 PM
 #2933

On 13 January 2018, I bankwired US$10,000 to CEX. CEX rejected the bankwire and told they would refund my amount.
Till today, after over 90 days, the amount has not been credited.

Despite several followups with CEX, they have not provided any proof of attempt to transfer my money. Everytime they have responded with "please be patient", "our Finance Department is working on this" or "the issue will be escalated".

My bank in the UAE told me that CEX's bank in Poland has confirmed that CEX account is blocked due to prosecution order. To me it's irrelevant. All I need is my $10,000 back in my account.

Please provide your assistance in this regard. I expect CEX to be professional since they are based in the UK.

up108984857

I have a similar problem with this "stock-market". My CEX.IO ID# up118741364 On 21 february I bankwired US$5000,9 to CEX. My bank informed me that I wouldn't be able to recall the transfer and after my confirmation the operation was completed. 60 days left but I still didn't get any money on my CEX-account. The support service answered to all my letters (ticket 709424) with standart phrases «We will do our best to find the solution», «We kindly ask you to understand that it may take some time», but they didn't provide any proofs that they did anything regarding to my problem. As I see now a lot of people have the same issues with CEX. Here https://bitcointalk.org/index.php?topic=2756135.0 a guy proposes to file complants to the UK police, may be it could help?


Dear GeneralJarmen,

We are glad to inform you that your deposit has been successfully refunded back to your bank account.

Please accept our apologies for such a delay in resolving the issue and for all the inconveniences caused.

Should you need any further assistance, please feel free to contact us.

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ibrahim4com2
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July 06, 2018, 01:43:55 PM
 #2934

Cex.io provided me with a bank account to send them my money.
When i did that they told me that they don't have any bank accounts and i had transferred my money to their finance partner.
So,They had manipulated me by putting me at their finance partner mercy who is unknown. It's been 43 days since I've transferred the amount that hasn't added to my balance. I've sent them many emails and they keep telling me that they can't do anything at the moment and they are waiting for any reply from their finance partner. I've talked with my lawyer who asked me to provide him with their CEX.IO manager's phone number and I've asked them many times their manager's phone number but they refused to give me any phone number.

My ticket no: 759976
User id       :up115245224

Below you will find the the payment information that i was given by cex.io:

Beneficiary name: GLOBAL TRADE SOLUTIONS A.G.
Beneficiary address: Bahnhofstrasse 21, 6300 Zug Switzerland
Beneficiary’s Bank name: VP Bank Ltd.
Beneficiary’s Bank address: Aeulestrasse 6, Vaduz 9490, Liechtenstein
Beneficiary’s bank account number (IBAN): LI9408805503946900001
Beneficiary bank SWIFT: VPBVLI2X
CEX
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July 07, 2018, 02:24:01 PM
 #2935

Cex.io provided me with a bank account to send them my money.
When i did that they told me that they don't have any bank accounts and i had transferred my money to their finance partner.
So,They had manipulated me by putting me at their finance partner mercy who is unknown. It's been 43 days since I've transferred the amount that hasn't added to my balance. I've sent them many emails and they keep telling me that they can't do anything at the moment and they are waiting for any reply from their finance partner. I've talked with my lawyer who asked me to provide him with their CEX.IO manager's phone number and I've asked them many times their manager's phone number but they refused to give me any phone number.

My ticket no: 759976
User id       :up115245224

Below you will find the the payment information that i was given by cex.io:

Beneficiary name: GLOBAL TRADE SOLUTIONS A.G.
Beneficiary address: Bahnhofstrasse 21, 6300 Zug Switzerland
Beneficiary’s Bank name: VP Bank Ltd.
Beneficiary’s Bank address: Aeulestrasse 6, Vaduz 9490, Liechtenstein
Beneficiary’s bank account number (IBAN): LI9408805503946900001
Beneficiary bank SWIFT: VPBVLI2X

Dear ibrahim4com2,
Thank you for your comment.

Let me kindly clarify that bank transfers are processed by our licenced payment provider partners, not by CEX.IO. I have gone through your previous correspondence and didn't find any mentions, that we use a personal bank account for such purposes. We kindly ask you to consider that our team is not interested in misleading our clients or potential clients, so there were no manipulations, just an ordinary misunderstanding took a place.

As far as I see from the previous correspondence, you have not entered the deposit reference number as there was no appropriate field for this info at your bank's form. Unfortunately, this issue might cause the delay as your transfer might get slowed down in processing without this information. Because of the nature of cryptocurrency, all payments have to pass numerous verifications at each stage and it may be a time-consuming procedure. On this point, we ask you to understand that bank transfer is a complicated process and may take time to get to the receiving account.

In case you want to contact our platform by phone, we kindly ask you to send us here via Private messages next information:
1. Please send us with your actual contact phone number;
2. Specify your local time zone or current geolocation;
3. Specify a convenient time for a call at your local time.
After we receive the requested info, our Customer Success department will contact you.

Looking forward to your reply.

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ibrahim4com2
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July 10, 2018, 05:33:49 PM
 #2936

Thank you for your reply. I would like to mention that Cex.io asked me to provide them with MT-103 document
in order to do their investigation and adds the amount to my balance. For who dont know what is the MT-103 form,
 it' s an international document that you get from your bank and it shows all details about the transaction
including all information about the sender and the beneficiary. I can't understand that we live in 2018.
it is unacceptable to spend more than 47 days looking for a transaction that you have all the details about.
However, I understand that as you said it's a complicated process but what i don't understand that you don't
want to give me a deadline. That means you don't have any rules about managing this process. Besides,
as i told you before no one would wait to unlimited time. I really, appreciate your reply and i am looking forward to your reply.
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July 11, 2018, 10:14:47 AM
 #2937

Thank you for your reply. I would like to mention that Cex.io asked me to provide them with MT-103 document
in order to do their investigation and adds the amount to my balance. For who dont know what is the MT-103 form,
 it' s an international document that you get from your bank and it shows all details about the transaction
including all information about the sender and the beneficiary. I can't understand that we live in 2018.
it is unacceptable to spend more than 47 days looking for a transaction that you have all the details about.
However, I understand that as you said it's a complicated process but what i don't understand that you don't
want to give me a deadline. That means you don't have any rules about managing this process. Besides,
as i told you before no one would wait to unlimited time. I really, appreciate your reply and i am looking forward to your reply.


Dear ibrahim4com2,
Thank you for your reply.

As we stated before, the investigation process involves a third party - our payment provider, that is why we can't give you an estimated resolving time. A lot of things do not depend on our company in this case. We understand that it might be frustration, but we kindly ask you for understanding and patience on this matter. We are doing our best in order to speed-up your case solving and manage the situation to a satisfying end.

Please reply to this post in case you have any other concerns or queries.

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LongHodler
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July 15, 2018, 08:48:42 AM
 #2938

Dear CEX,

My userid is: up113940437

It has been 2 months and 10 days since I have opened the ticket #740302. Please note that this is a follow-up of the ticket that you closed although I have provided the required documents. In total it's been more than 6 months to pass the AML/KYC form verification.

Do you think this is fair?
EvgenyV
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July 15, 2018, 11:46:07 AM
 #2939

Hello!
My ticket is 773685.
I made BTC withdrawal. But it stuck in pending status for 4 hours without BTC blockchain
TxId. Support engineer wrote that I have to wait patiently.
How much time I have to wait for my BTC to withdraw?
On status.cex.io there’s no info about crypto withdrawal delays. What has happened with my
transaction???
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July 16, 2018, 10:34:15 AM
 #2940

Dear CEX,

My userid is: up113940437

It has been 2 months and 10 days since I have opened the ticket #740302. Please note that this is a follow-up of the ticket that you closed although I have provided the required documents. In total it's been more than 6 months to pass the AML/KYC form verification.

Do you think this is fair?


Dear LongHodler,

Please accept our apologies for all the inconveniences caused by this time-comsuming process.

Kindly be informed that it is an obligatory procedure, as our company strictly follows AML and KYC policies and all the provided information should be checked carefully by our team. But in order to speed up the process, we have set a high priority for your ticket and we have also asked our concerned department to check the status of your request as soon as possible. Thus, you will be updated via email on this matter in the near future.

Hoping for your understanding and patience.

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