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

[dekana]

After my first bank wire took 2 weeks for CEX to process I decided never to send or receive bank wires from them again.

Their card withdrawal is pretty quick though ( instant ).

my 2 cents

[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

Dear CEX
you have the best "this is not my fucking job" support team. Some dude from support is checking in my requests and closing them from time to time, or replying standard copy paste "thank you, goodbye"
I'm trying to understand are my deposits open or not, I'm trying to understand this for a week now, maybe more.
Is this so hard to answer yes or no? Or if it happens every damn time to every suspicious customer just make a big red fucking button on your page that says "do not deposit" ?!

[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.

Can you please ask Finanace Team to respond to ticket: 397454 ? I still did not received the withdrawal requested on 16-11-2017. Thank you.

[miguelmirpuri]

Dear CEX.IO,

I didnt receive my first withdrawal of EUR 5184.97 (EUR 5174.97 with fees included) but i have received the other two that i requested after that one.

My first SEPA transfer was completed on their website on 28 Nov, but i haven´t received the funds until now. I submitted support tickets but only got automatic replies.

Im really worried because these are almost all my personal savings...

User: up103914944
Ticket# 427066

[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

Today Support team manually complete my deposits (so I get all my crypto coin) and request me to summit more document in order to complete my verification.

I would like to say Thank you CEX support team for takecare my problem.

Case is solved now.

Thank you.

[miguelmirpuri]

Dear CEX.IO,

I didnt receive my first withdrawal of EUR 5184.97 (EUR 5174.97 with fees included) but i have received the other two that i requested after that one.

My first SEPA transfer was completed on their website on 28 Nov, but i haven´t received the funds until now. I submitted support tickets but only got automatic replies.

Im really worried because these are almost all my personal savings...

User: up103914944
Ticket# 427066

Can you please help me to solve this? I still didnt receive this withdrawal, SEPA should take maximum 2 days and it has been almost a week...

Miguel

[ARTHurt]

Dear CEX.IO,

I didnt receive my first withdrawal of EUR 5184.97 (EUR 5174.97 with fees included) but i have received the other two that i requested after that one.

My first SEPA transfer was completed on their website on 28 Nov, but i haven´t received the funds until now. I submitted support tickets but only got automatic replies.

Im really worried because these are almost all my personal savings...

User: up103914944
Ticket# 427066

Can you please help me to solve this? I still didnt receive this withdrawal, SEPA should take maximum 2 days and it has been almost a week...

Miguel

Hi Miguel, while cex is too busy to answer I'll try to calm you down... normally yes it should take max. 48 hrs for a SEPA but from unknown reasons, when Cex is sending through CryptoCapital payment partner, a simple withdrawal becomes a process taken from 19th century... horses with carriage moving the cash across countries.
When you have waited 48 hrs and money didn't hit your account expect it between at least a week to one month.
Don't bother to raise support tickets to Cex because all you get is apologises...
Just rest sure the money will arrive one day (this is for sure) and try to keep calm and patient...

I've been there several times ....

[miguelmirpuri]

Dear CEX.IO,

I didnt receive my first withdrawal of EUR 5184.97 (EUR 5174.97 with fees included) but i have received the other two that i requested after that one.

My first SEPA transfer was completed on their website on 28 Nov, but i haven´t received the funds until now. I submitted support tickets but only got automatic replies.

Im really worried because these are almost all my personal savings...

User: up103914944
Ticket# 427066

Can you please help me to solve this? I still didnt receive this withdrawal, SEPA should take maximum 2 days and it has been almost a week...

Miguel

Hi Miguel, while cex is too busy to answer I'll try to calm you down... normally yes it should take max. 48 hrs for a SEPA but from unknown reasons, when Cex is sending through CryptoCapital payment partner, a simple withdrawal becomes a process taken from 19th century... horses with carriage moving the cash across countries.
When you have waited 48 hrs and money didn't hit your account expect it between at least a week to one month.
Don't bother to raise support tickets to Cex because all you get is apologises...
Just rest sure the money will arrive one day (this is for sure) and try to keep calm and patient...

I've been there several times ....

Hi

Thanks for the explanation, i ll keep waiting then... its a bit frustrating...

[miguelmirpuri]

I noticied this difference on the email i received for this first withdrawal:

"Please be informed that there are no completed SWIFT transactions matching this SEPA request."

Althought i requested a SEPA transfer, maybe they sent by swift and all the non-sepa/swift transfers are processed by CryptoCapital?

Best regards,
Miguel

Dear CEX.IO,

I didnt receive my first withdrawal of EUR 5184.97 (EUR 5174.97 with fees included) but i have received the other two that i requested after that one.

My first SEPA transfer was completed on their website on 28 Nov, but i haven´t received the funds until now. I submitted support tickets but only got automatic replies.

Im really worried because these are almost all my personal savings...

User: up103914944
Ticket# 427066

Can you please help me to solve this? I still didnt receive this withdrawal, SEPA should take maximum 2 days and it has been almost a week...

Miguel

Hi Miguel, while cex is too busy to answer I'll try to calm you down... normally yes it should take max. 48 hrs for a SEPA but from unknown reasons, when Cex is sending through CryptoCapital payment partner, a simple withdrawal becomes a process taken from 19th century... horses with carriage moving the cash across countries.
When you have waited 48 hrs and money didn't hit your account expect it between at least a week to one month.
Don't bother to raise support tickets to Cex because all you get is apologises...
Just rest sure the money will arrive one day (this is for sure) and try to keep calm and patient...

I've been there several times ....

[mettalmag]

CEX
this is getting ridiculous again,
I've asked a simple question on which I can get answer even here, are my deposits open or not?
Even a support person with lowest access to your system can answer on this.
ID-436241;430565

[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.

Can you please ask Finanace Team to respond to ticket: 397454 ? I still did not received the withdrawal requested on 16-11-2017. Thank you.

UPDATE 5:

Dear Mr Cex, today I received my withdrawal of 16 November, however wrong amount is sent, funds are sent in USD instead of EUR!! Because of this mistake of you I still need to receive the missing amount of €2180 , As it is a mistake on your side and I have already waited a long time since 16 November for my money I hope you can send the rest of the funds as soon as possible.

Ticket ID: 448233

[xtyling]

I have a pending card to be verified on my account. Can it be verified?

Ticket: 428985

EDIT:

-Card verified by team when I created a new ticket
-I was able to withdraw with a credit card. Strangely prepaid did not work, must be from my bank policies

[kolyamoshman]

Hello, i have made deposit through SEPA transfer for 2000euro a couple days ago. They are still in pending status, can you approve deposit? ticket 451718

[CEX]

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.

Hello, we see your transaction was completed on our side

[kolyamoshman]

Hello, i have made deposit through SEPA transfer for 2000euro a couple days ago. They are still in pending status, can you approve deposit? ticket 451718

@cex.io what about my issue? can i get any proper answer how long i need to wait?

[erikalui]

Got almost 7 failed authorization messages from cex.io http://prntscr.com/hkyozq IT's weird as all these attempts were made on the same day Dec 5th and almost every hour (using an iphone). I stopped using my account and it was deactivated in July and still I am getting these failed authorization messages. Shouldn't my account be locked after 2-3 attempts? Is there any way to delete the account?

[bllaize]

Hello, I'm waiting for the withdrawal and verify Crypto Capital for a very long time, please check already, work is worth up110750951

[donngaddy]

Hi there. I Have some problems with 2FA, namely:
I've decised to moves 2FA to another phone. So I've disable 2FA on my 1st phone, turn it on my 2nd phone (of course such operation means 2FA code filling in, which was succesfully accepted)
But now I can't login my account, because of error of 2FA code incorrectness.
Recovery key, which I received when turning 2FA on is also incorrect.
I wrote to the support, sent them all data for 2FA reset.
But there is no answer yet.

[dbpopescu]

Hi, I've made a withdrawal request for 4 days and no response. The request was for bank transfer. I would like to have this go through or cancel and make it through credit card because this is taking way too long. My userid is up111791395 and my support ticket is: 446599.

PS: What I'm seeing on the cex.io reddit is disturbing, there's a guy there with a similar amount and situation that has been in pending for over a month ... I really hope it doesn't get to that .... thanks.

[Serpens66]

@Cex:
Okay, you are going to more than double your trading fee.
But please do not calculate the 30 day volume in BTC, that is rubbish!
Convert it to USD or EUR at current market rate!
Should be very obvious why...