**CEX.IO Bitcoin Exchange ** Buy Bitcoins with Cards in iOS / Android App***

[CEX]

I've been waiting for three whole weeks for a SWIFT withdrawal initiated on 11 Sep 2017. I tried withdraw from another exchange with larger amount and it took only two days! Since you have already read until this post, you can see that there are other people that have similar problems to me. If you think a withdrawal period of three weeks is acceptable, go ahead and use CEX.IO services. Otherwise, you know what to do.

Thank you for your patience, we left you reply here https://bitcointalk.org/index.php?topic=1945546.new#new

[mbtctrade]

I've been waiting for three whole weeks for a SWIFT withdrawal initiated on 11 Sep 2017. I tried withdraw from another exchange with larger amount and it took only two days! Since you have already read until this post, you can see that there are other people that have similar problems to me. If you think a withdrawal period of three weeks is acceptable, go ahead and use CEX.IO services. Otherwise, you know what to do.

Thank you for your patience, we left you reply here https://bitcointalk.org/index.php?topic=1945546.new#new

As of today (22 days since I requested for the withdrawal), I still have not received the money!

[ARTHurt]

I've been waiting for three whole weeks for a SWIFT withdrawal initiated on 11 Sep 2017. I tried withdraw from another exchange with larger amount and it took only two days! Since you have already read until this post, you can see that there are other people that have similar problems to me. If you think a withdrawal period of three weeks is acceptable, go ahead and use CEX.IO services. Otherwise, you know what to do.

Thank you for your patience, we left you reply here https://bitcointalk.org/index.php?topic=1945546.new#new

As of today (22 days since I requested for the withdrawal), I still have not received the money!

The 13th working day in my case, almost 3 weeks. There is simply no way for a SEPA to take so much.

@Cex, let us know what happens, we can handle the truth.
This is not a good approach "please I assure you everything is fine, money will arrive shortly"
I personally cannot accept a statement like "payments are processed, further processing depends on banks only" while you "have no visibility".
Of course you CAN have visibility because you are a client for your bank, you can chase them in the very same way we chase you as your clients.
Secondly, the money is still yours and you  owe us at this moment, the bank is dealing with your money until the moment they hit our accounts and the debt to us, your clients, is closed!
It's your responsibility until that very moment!

My bank Support closed my ticket because I couldn't provide the proof of payment, which CEX constantly and repeatedly refuses to provide.

What is really annoying is that I asked several times very clearly for this proof of transaction and the operator behind just refuse to respond to the "proof of transaction" sentence.

What could be so difficult to contact the bank and get this piece of evidence?
Why so much avoiding the subject like trying to hide something?
Do I ask to much for transparency?

As I said to cex in a private mail, I'm not worrying for my money, for me they are trustful enough to put my money on their platform.
I am just annoyed of the secrecy and the fact that I just don't know what the issue is and where.
And they just refuse to enlighten me or help me with a proof of transaction to allow some digging from my bank's side because banks are not gods, they are just service providers good to be chased if they don't respect their standards.

I'm afraid that cex is not respecting their standards regarding the withdrawals and proper support on this matter.

[adamwalker13]

I'm in the same boat

Today will mark working day 14 since my withdrawal was 'confirmed'. Support have responded pretty quickly, but every message is just 'Please be patient'

What happens when it exceeds 20 days?

If there are delays, thats not a problem. I'd just like to know whats going on. At the moment I'm down 10000USD with no idea where they money is or when I'll receive it.

Did similar withdrawals on Kraken and it took about 3 days.

[ARTHurt]

I'm in the same boat

Today will mark working day 14 since my withdrawal was 'confirmed'. Support have responded pretty quickly, but every message is just 'Please be patient'

What happens when it exceeds 20 days?

If there are delays, thats not a problem. I'd just like to know whats going on. At the moment I'm down 10000USD with no idea where they money is or when I'll receive it.

Did similar withdrawals on Kraken and it took about 3 days.

Welcome to the club ...
That means the period around Sep 13th-15th was affected by this issue and we are like 4 or 5 clients here so far, facing the same issue from the same period.

I did many withdrawals from CEX and never experienced this, 24h to maximum 48h I got the money in my bank every single time.

I can believe CEX sent the money to all of us, small doubt about it, what I don't get it is what actually happened and why CEX does not actively help in contacting their bank, finding the issue, giving us a bank proof of transaction at least for showing transparency, then fix the issue and make sure we are getting paid.

[adamwalker13]

As bad as it sounds, it makes me feel a little better that its not just me! At least now I know that I didn't put in the wrong details or do anything wrong on my part.

Keep me updated on how things go for you and I'll do the same

[ARTHurt]

As bad as it sounds, it makes me feel a little better that its not just me! At least now I know that I didn't put in the wrong details or do anything wrong on my part.

Keep me updated on how things go for you and I'll do the same

We are already in contact with each other the above users and we keep in touch over private msg
We agreed so far there is indeed an issue there and trying to convince cex to take this matter seriously.
So far they promised they will contact their bank but this was 2 days ago and no feedback since.
I just hope we can have this solved over Support and have them moving in this direction.
Let u know....

[CEX]

As bad as it sounds, it makes me feel a little better that its not just me! At least now I know that I didn't put in the wrong details or do anything wrong on my part.

Keep me updated on how things go for you and I'll do the same

We are already in contact with each other the above users and we keep in touch over private msg
We agreed so far there is indeed an issue there and trying to convince cex to take this matter seriously.
So far they promised they will contact their bank but this was 2 days ago and no feedback since.
I just hope we can have this solved over Support and have them moving in this direction.
Let u know....

We are terribly sorry for your experience, can you write please all the tickets here, we will send your inquires immediately and post reply here. Thank you very much in advance

[ARTHurt]

Thank you CEX

#345395

[adamwalker13]

My ticket number is #336330

[thunderstorm]

my tickey number is 340768, cex.

Please check, and do it fast

It's already more than two weeks my gosh

[adamwalker13]

15 working days since my withdrawal confirmed. Still no idea whats going on

[ARTHurt]

15 working days since my withdrawal confirmed. Still no idea whats going on

Still nothing in my account either.
But let's give cex a couple of days as they confirmed they already start verification with their payment provider and promised updates on this thread.

[CEX]

Dear users, we apologies for the inconveniences cased and thank you for the cooperation. Please check our replies to the tickets below:

345395 -  Your bank couldn’t enroll SEPA transfer to your beneficiary account, thus money returned to your account on CEX.IO. Please accept our deep apologies, unfortunately we cannot influence banks. Your transfer has returned to your account on September, 26.
Also we have information that you hadn’t received your bank transfer sent on September, 13. Most likely, it will arrive next week.

336330 - dear user, your transfer on September,13th is still on the way. As we mentioned in rules https://cex.io/finance/limits-commissions bank transfer can process up to 20 bank days. On October, 3rd our financial department can receive official reply from the bank about your transfer. We apologies for the inconvenience, we’ve already sent inquiry to your bank and now waiting for the reply. As soon as we get information, we will send you to the ticket.

340768 we are still waiting for the reply about state of your transfer, we have sent inquiry to the risk department and waiting for the reply at the moment. We are thank you for your patience and cooperation.

[ARTHurt]

Dear users, we apologies for the inconveniences cased and thank you for the cooperation. Please check our replies to the tickets below:

345395 -  Your bank couldn’t enroll SEPA transfer to your beneficiary account, thus money returned to your account on CEX.IO. Please accept our deep apologies, unfortunately we cannot influence banks. Your transfer has returned to your account on September, 26.
Also we have information that you hadn’t received your bank transfer sent on September, 13. Most likely, it will arrive next week.

336330 - dear user, your transfer on September,13th is still on the way. As we mentioned in rules https://cex.io/finance/limits-commissions bank transfer can process up to 20 bank days. On October, 3rd our financial department can receive official reply from the bank about your transfer. We apologies for the inconvenience, we’ve already sent inquiry to your bank and now waiting for the reply. As soon as we get information, we will send you to the ticket.

340768 we are still waiting for the reply about state of your transfer, we have sent inquiry to the risk department and waiting for the reply at the moment. We are thank you for your patience and cooperation.

345395 - we are not talking here about the transfet returned on Sep 26th, that one is settled, I understood the problem and accepted your apologies.

But all this fuzz is regarding SEPA initiated on Sep 13th, which did not arrive.

I hope Finance understood the situation better.
They confirmed they escalated to the payment processor/bank, while I agreed to notify them in case of unlikely event of arriving  funds in my bank account before Oct 10th

Thanks anyway for the public feedback ...

[bazzas]

Hello,

my username at CEX.io is up107829022.
I am stuck with about 20K EUR in total for the third week! I didn't receive neither EUR withdrawals nor BTC deposits. This doesn't let me sleep at night!

The operations:
2017-09-18 - 9990 EUR withdrawal
2017-09-18 - 1773.41 EUR withdrawal
2017-09-28 09:03:37   - 0.53591000 BTC   Pending   DEPOSIT
2017-09-28 08:53:21   - 2.12250000 BTC   Pending   DEPOSIT

I have contacted support many times, there is some process going on with Compliance team.
Please solve this quicker, thank you...

[CEX]

Hello,

my username at CEX.io is up107829022.
I am stuck with about 20K EUR in total for the third week! I didn't receive neither EUR withdrawals nor BTC deposits. This doesn't let me sleep at night!

The operations:
2017-09-18 - 9990 EUR withdrawal
2017-09-18 - 1773.41 EUR withdrawal
2017-09-28 09:03:37   - 0.53591000 BTC   Pending   DEPOSIT
2017-09-28 08:53:21   - 2.12250000 BTC   Pending   DEPOSIT

I have contacted support many times, there is some process going on with Compliance team.
Please solve this quicker, thank you...

Dear user, we are apologies for the waiting. On Tuesday September,3rd our finance department have sent inquiry to the bank about finding your transfer and now we are also waiting for their reply. As soon as we have information, we will reply to your ticket 34070177.
According BTC - it is already on your account.
Thank you again!

[mbtctrade]

I've been waiting for three whole weeks for a SWIFT withdrawal initiated on 11 Sep 2017. I tried withdraw from another exchange with larger amount and it took only two days! Since you have already read until this post, you can see that there are other people that have similar problems to me. If you think a withdrawal period of three weeks is acceptable, go ahead and use CEX.IO services. Otherwise, you know what to do.

Thank you for your patience, we left you reply here https://bitcointalk.org/index.php?topic=1945546.new#new

As of today (22 days since I requested for the withdrawal), I still have not received the money!

Dear CEX.IO,

According to our discussion via ticket #342266, the Finance Team asked me to wait until 9 Oct 2017 to see if I will received the money. And I don't you will initiate the investigation process with the bank. I then wait. But somehow about 6 hours ago, my ticket was closed/resolved. Please note that you should not have done that since I have not confirmed that I received the money. I have been waiting for nearly a month (25 days or 19 banking days to be exact) for the payment. Still not received it and you just closed my ticket without asking me? What can I say here? Please don't do that again until I receive my money. I would suggest you start the investigation process now since I anticipate that I wouldn't received the money by 9 Oct 2017.

[CEX]

I've been waiting for three whole weeks for a SWIFT withdrawal initiated on 11 Sep 2017. I tried withdraw from another exchange with larger amount and it took only two days! Since you have already read until this post, you can see that there are other people that have similar problems to me. If you think a withdrawal period of three weeks is acceptable, go ahead and use CEX.IO services. Otherwise, you know what to do.

Thank you for your patience, we left you reply here https://bitcointalk.org/index.php?topic=1945546.new#new

As of today (22 days since I requested for the withdrawal), I still have not received the money!

Dear CEX.IO,

According to our discussion via ticket #342266, the Finance Team asked me to wait until 9 Oct 2017 to see if I will received the money. And I don't you will initiate the investigation process with the bank. I then wait. But somehow about 6 hours ago, my ticket was closed/resolved. Please note that you should not have done that since I have not confirmed that I received the money. I have been waiting for nearly a month (25 days or 19 banking days to be exact) for the payment. Still not received it and you just closed my ticket without asking me? What can I say here? Please don't do that again until I receive my money. I would suggest you start the investigation process now since I anticipate that I wouldn't received the money by 9 Oct 2017.

We've replied to the user in this topic https://bitcointalk.org/index.php?topic=1945546.40. Glad your case resolved and thank you so much for the waiting!

[ARTHurt]

I've been waiting for three whole weeks for a SWIFT withdrawal initiated on 11 Sep 2017. I tried withdraw from another exchange with larger amount and it took only two days! Since you have already read until this post, you can see that there are other people that have similar problems to me. If you think a withdrawal period of three weeks is acceptable, go ahead and use CEX.IO services. Otherwise, you know what to do.

Thank you for your patience, we left you reply here https://bitcointalk.org/index.php?topic=1945546.new#new

As of today (22 days since I requested for the withdrawal), I still have not received the money!

Dear CEX.IO,

According to our discussion via ticket #342266, the Finance Team asked me to wait until 9 Oct 2017 to see if I will received the money. And I don't you will initiate the investigation process with the bank. I then wait. But somehow about 6 hours ago, my ticket was closed/resolved. Please note that you should not have done that since I have not confirmed that I received the money. I have been waiting for nearly a month (25 days or 19 banking days to be exact) for the payment. Still not received it and you just closed my ticket without asking me? What can I say here? Please don't do that again until I receive my money. I would suggest you start the investigation process now since I anticipate that I wouldn't received the money by 9 Oct 2017.

We've replied to the user in this topic[https://bitcointalk.org/index.php?topic=1945546.40 ]. Glad your case resolved and thank you so much for the waiting!

It's a good hope for the rest of us, but it's still on the wait