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

[CEX]

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.

[julio369]

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

[mario777]

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

[mettalmag]

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

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]

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?

[mettalmag]

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]

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

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

[ARTHurt]

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

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

Dear CEX,

With all the respect, I think it's also a lot of incompetence somewhere... to be polite ...

It's been one week since withdrawal was confirmed, yet nothing in my bank account.

I'm saying this because it's so obvious, while the previous withdrawal arrived instantly MIEGLT21 to MIEGLT21, showing clearly that you have the possibility to send from the same bank and actually have the possibility to work in the client's interest, then upon the next withdraw your Finance opts to send from CryptoCapital to MIEGLT21 which was proved previously that took one full month.

I don't understand you, really! Why should you choose to complicate the things and create this situation when everything can be simple especially when it was just proved it can be done much easier!

Do you have financial issues? Do you lack liquidity in your banks and can't afford to be fluent in payments? Isn't it so obvious that intra-bank transfers are in our both interest? (while you still charge the 10EUR commission ,sending money free of charge and also instant for my benefit)

What is wrong with you?

[Jendeh]

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.

UPDATE:
Withdrawal 1) requested on 15-11-2017:
Got Finalert e-mail that it was sent on: 23-11-2017 > Received 29-11-2017 (= 4 Business/Banking days)


However I still did not received the withdrawal 2) requested on 16-11-2017:
Got Finalert e-mail that it was sent on: 27-11-2017 > I Did Not Yet Received This Withdrawal > (4 Business/Banking days would be: 1-12-2017) Let see when it will arrives, I will keep updated.


Question for future:
- Can I in future withdrawal faster? Or does it always take soo much time?
- Also can I now deposit / withdrawal cryptocurrency instantly in the future?
- If I want to add an mastercard in future, do I need to verify again?

Can you respond to my Ticket id: 397454 ? Thanks.

[itthikhun]

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

There is no any feedback for my issue. I still wait your compliance team to clear this case.

Thank you

[samuel_t]

Dear CEX Support team,

I have been waiting for your response about my withdrawal of BTC for two days. I have submitted 2 tickets enquiring my withdrawal of BTC (Ticket ID: 419989, and 420881).

In my transaction history, I see that my btc withdrawal transaction is marked as "100% completed" with a transaction id. When I enquire the tx id in blockchain.info, it says "transaction not found".

My withdrawal transaction time is 2017-11-28 18:36:22 and transaction amount is 0.72BTC.

Please take a look at my issue as I receive no response and no follow-up since I raise this issue 36 hours ago.

Thank you.

Update:

As there are so many complains about CEX.io, I want to clarify my case in order to let you know what exactly happened.

The missing transaction in block chain is not their problem. I understand it is not CEX.io's but blockchain issue. The delay time of appearance in bitcoin block chain explorers is causing a lot of anxiety these days.

It takes nearly 3 days for the transaction to be confirmed in blockchain. After that, I can see the transaction is published. So, please just wait when you encounter similar case.

Thank you for CEX.io Support staff.

[julio369]

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

Hi CEX, I got a reply from your finance team telling me not to worry and stating that your compliance team is still reviewing my deposit. I appreciate you answering my service desk ticket, nevertheless it's been three weeks now and this is not good enough, I am very worried. I don't understand why it's taking this long for your compliance team to complete its review. Please, unlock my deposit.

[CEX]

Dear CEX Support team,

I have been waiting for your response about my withdrawal of BTC for two days. I have submitted 2 tickets enquiring my withdrawal of BTC (Ticket ID: 419989, and 420881).

In my transaction history, I see that my btc withdrawal transaction is marked as "100% completed" with a transaction id. When I enquire the tx id in blockchain.info, it says "transaction not found".

My withdrawal transaction time is 2017-11-28 18:36:22 and transaction amount is 0.72BTC.

Please take a look at my issue as I receive no response and no follow-up since I raise this issue 36 hours ago.

Thank you.

Hello, sorry for your waiting, you have been updated via your tickets

[julio369]

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

Hi CEX, I got a reply from your finance team telling me not to worry and stating that your compliance team is still reviewing my deposit. I appreciate you answering my service desk ticket, nevertheless it's been three weeks now and this is not good enough, I am very worried. I don't understand why it's taking this long for your compliance team to complete its review. Please, unlock my deposit.

Finally my funds we're unlocked. I really hope CEX improve upon their compliance review process because their trading platform is good. Crypto is growing fast they need to scale up and provide a better service.

[mettalmag]

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

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

Hello again,
this thing above was resolved and I finally got the answer I was waiting for.
But now I'm not sure if my deposits are still blocked or not and I'm afraid to send any BTC to my account, what can we do about this? I opened a ticket... 430565

[xtyling]

Has anyone been able to withdraw money to a VISA prepaid card ?

Mine is being rejected

[fote]

Hi Support,

I made two Zcash withdrawals yesterday and it's almost 24hrs and still "transaction is being processed". Did you run out of Zcash?

I have had a smooth experience till this issue and it's bugging me because I needed to make an urgent payment yesterday.

This is unacceptable. What I don't get is the card deposits came through fine but withdrawals are pending payment verification. What does that even mean guys?

If there's a possibility to cancel the transaction so I use different method pls advise.

My user ID  is up104347179. Please fix this quickly.

Thanks.

[donmarkon]

Hi Support,

I made two Zcash withdrawals yesterday and it's almost 24hrs and still "transaction is being processed". Did you run out of Zcash?

I have had a smooth experience till this issue and it's bugging me because I needed to make an urgent payment yesterday.

This is unacceptable. What I don't get is the card deposits came through fine but withdrawals are pending payment verification. What does that even mean guys?

If there's a possibility to cancel the transaction so I use different method pls advise.

My user ID  is up104347179. Please fix this quickly.

Thanks.

I have same problem even on main screen it says that my withdrawal was rejected!
CEX please check my ticket 434221

Thank you

[fote]

Hi Support,

I made two Zcash withdrawals yesterday and it's almost 24hrs and still "transaction is being processed". Did you run out of Zcash?

I have had a smooth experience till this issue and it's bugging me because I needed to make an urgent payment yesterday.

This is unacceptable. What I don't get is the card deposits came through fine but withdrawals are pending payment verification. What does that even mean guys?

If there's a possibility to cancel the transaction so I use different method pls advise.

My user ID  is up104347179. Please fix this quickly.

Thanks.

I have same problem even on main screen it says that my withdrawal was rejected!
CEX please check my ticket 434221

Thank you

My issue got sorted this afternoon.

[itthikhun]

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

There is no any feedback for my issue. I still wait your compliance team to clear this case.

Thank you

My issue go for 26 days and still counting on. It seem that no one interest to help, and it just verify documents ...

My money also struck here for 26 days. Not have any feedback at all.

I know your compliance team got heavy workload but I'm not sure that in verification documents process customer need to wait for a month long ?

Thank you