CEX.io acount activity request

[maen975]

Hello, everybody,
I a have a verified account with CEX.io site, I used to deposit fiat money, trade and withdrawal cryptocurrency through it, after more than 4 months approximately they open a ticket in support center asking me to verify my account activities ( considering  that I already verified my account since the beginning ), they asked me to provide screenshot showing my activities on my other accounts on other platforms (such as kraken and binance) , they asked me to provide all records for deposit, trade and withdrawal at those accounts in addition to copy of my credit card and card statement showing all transactions.
Actually I was surprised for that strange request but I provided all requested documents (considering that I already verified my account long time ago), however they came back to ask me again to provide another  screenshot and other document tilling the reason is to verify my account activities..!!, My question is any one faced this issue with CEX.io or with another trading sites..?!!
are those requests are normal..?!!
and one more question please, do some one try to withdrawal fiat money from CEX.io with no problem?!!, because I read many issues about CEX.io specially regarding fiat money withdrawal.

Thank you all

[magneto]

This is very weird.

They're asking you for screenshots on completely unrelated exchanges. I would understand if they asked you for the source of your funding, which seems to be the standard AML procedure now. However, there is really no useful information that can be gained from screenshots on Binance and Kraken. You might want to contact them and ask them what's the issue that prompted them to ask for these info. I haven't seen a similar case to yours, and there are many complaints regarding Cex.io here.

Also, fiat withdrawals are indeed a problem because apparently they use a third party service provider for all of their fiat transactions. So you have a chance at getting the withdrawal through, but there is also a huge risk you have to wait for weeks on end for your withdrawal. Thus, it's probably best to only deal with crypto withdrawals on their site. I would suggest you contact cex.io on this forum: https://bitcointalk.org/index.php?action=profile;u=148073, regarding both the reason to why the verification info was requested again, and also regarding the current fiat withdrawal statuses.

[Potato Chips]

Being verified but not really, also seems to be standard now 

Anyway, I did some searching and found two similar cases:

https://bitcointalk.org/index.php?topic=2797855.msg30171931#msg30171931
https://bitcointalk.org/index.php?topic=3154338.0

Every exchange does have an AML/KYC but not as extreme as this.  I just remembered bitstamp's, they're similar.

[maen975]

This is very weird.

They're asking you for screenshots on completely unrelated exchanges. I would understand if they asked you for the source of your funding, which seems to be the standard AML procedure now. However, there is really no useful information that can be gained from screenshots on Binance and Kraken. You might want to contact them and ask them what's the issue that prompted them to ask for these info. I haven't seen a similar case to yours, and there are many complaints regarding Cex.io here.

Also, fiat withdrawals are indeed a problem because apparently they use a third party service provider for all of their fiat transactions. So you have a chance at getting the withdrawal through, but there is also a huge risk you have to wait for weeks on end for your withdrawal. Thus, it's probably best to only deal with crypto withdrawals on their site. I would suggest you contact cex.io on this forum: https://bitcointalk.org/index.php?action=profile;u=148073, regarding both the reason to why the verification info was requested again, and also regarding the current fiat withdrawal statuses.

Thank you, Appreciated

[CEX]

Hello, everybody,
I a have a verified account with CEX.io site, I used to deposit fiat money, trade and withdrawal cryptocurrency through it, after more than 4 months approximately they open a ticket in support center asking me to verify my account activities ( considering  that I already verified my account since the beginning ), they asked me to provide screenshot showing my activities on my other accounts on other platforms (such as kraken and binance) , they asked me to provide all records for deposit, trade and withdrawal at those accounts in addition to copy of my credit card and card statement showing all transactions.
Actually I was surprised for that strange request but I provided all requested documents (considering that I already verified my account long time ago), however they came back to ask me again to provide another  screenshot and other document tilling the reason is to verify my account activities..!!, My question is any one faced this issue with CEX.io or with another trading sites..?!!
are those requests are normal..?!!
and one more question please, do some one try to withdrawal fiat money from CEX.io with no problem?!!, because I read many issues about CEX.io specially regarding fiat money withdrawal.

Thank you all

Dear maen975,
Thank you for sharing your concern with Bitcointalk community.

As per your post, your CEX.IO account is being checked in accordance with Anti-Money Laundering and Know Your Customer policies (hereinafter - AML/KYC).

Our platform is working in accordance with strict security rules, that is why we have certain procedures that are designed to ensure compliance with high international standards and policies. Our Compliance Department needs to confirm the source of your funds, understand the nature of your relations with CEX.IO and main crypto funds usage scenarios. AML/KYC check is a regular process for any active user on our platform.

Provided that cryptocurrency is an autonomous and mostly unregulated worldwide payment system, it can be used for laundering money or any other illegal purposes. Hence, both international and local regulations require CEX.IO to implement effective internal procedures and mechanisms in order to prevent any kind of financial activities, which may break the regulations, and to protect our users from any kind of suspicious activity by inappropriate illegal actions performers. Thus, the main purpose is to provide the safe trading environment for our users. Your cooperation regarding AML/KYC check is highly appreciated.

As for fiat withdrawals from CEX.IO, regretfully, we had some issue on this matter at Winter. Please check the following Blog article for more information: https://blog.cex.io/news/gbp_usd-16971 However, let me assure you that now the situation is changed and almost all fiat deposit and withdrawal options are running smoothly.

There are a lot of ways you may use to withdraw your funds: card withdrawals (USD, EUR, GBP, RUB), SWIFT (EUR, GBP) or SEPA (EUR) transfers, Crypto Capital (USD, EUR, GBP) bank transfer. You can find all the options at our Limits and Commisions page: https://cex.io/finance/limits-commissions#/direction/withdrawal

Please note, that some options are restricted to certain countries due to legal reasons, the list of such countries may be found under the withdrawals table at the above-mentioned page. Regretfully, USD SWIFT withdrawals are suspended due to an overload of our wire transfers payment provider. As soon as we ensure that we can provide our users with the stable service, we will enable USD wire withdrawal back.

Current fiat withdrawals timelines are:
- up to 3 days for card withdrawals;
- up to 14 days for SWIFT (GBP only), SEPA and Crypto Capital transfer.

We would be happy to assist you on any other matters or answer any your questions regarding CEX.IO. Please send us your user ID so we can check your account in our system.

Looking forward to your reply.

[maen975]

This is very weird.

They're asking you for screenshots on completely unrelated exchanges. I would understand if they asked you for the source of your funding, which seems to be the standard AML procedure now. However, there is really no useful information that can be gained from screenshots on Binance and Kraken. You might want to contact them and ask them what's the issue that prompted them to ask for these info. I haven't seen a similar case to yours, and there are many complaints regarding Cex.io here.

Also, fiat withdrawals are indeed a problem because apparently they use a third party service provider for all of their fiat transactions. So you have a chance at getting the withdrawal through, but there is also a huge risk you have to wait for weeks on end for your withdrawal. Thus, it's probably best to only deal with crypto withdrawals on their site. I would suggest you contact cex.io on this forum: https://bitcointalk.org/index.php?action=profile;u=148073, regarding both the reason to why the verification info was requested again, and also regarding the current fiat withdrawal statuses.

Thank you, Appreciated

[maen975]

Hello, everybody,
I a have a verified account with CEX.io site, I used to deposit fiat money, trade and withdrawal cryptocurrency through it, after more than 4 months approximately they open a ticket in support center asking me to verify my account activities ( considering  that I already verified my account since the beginning ), they asked me to provide screenshot showing my activities on my other accounts on other platforms (such as kraken and binance) , they asked me to provide all records for deposit, trade and withdrawal at those accounts in addition to copy of my credit card and card statement showing all transactions.
Actually I was surprised for that strange request but I provided all requested documents (considering that I already verified my account long time ago), however they came back to ask me again to provide another  screenshot and other document tilling the reason is to verify my account activities..!!, My question is any one faced this issue with CEX.io or with another trading sites..?!!
are those requests are normal..?!!
and one more question please, do some one try to withdrawal fiat money from CEX.io with no problem?!!, because I read many issues about CEX.io specially regarding fiat money withdrawal.

Thank you all

Dear maen975,
Thank you for sharing your concern with Bitcointalk community.

As per your post, your CEX.IO account is being checked in accordance with Anti-Money Laundering and Know Your Customer policies (hereinafter - AML/KYC).

Our platform is working in accordance with strict security rules, that is why we have certain procedures that are designed to ensure compliance with high international standards and policies. Our Compliance Department needs to confirm the source of your funds, understand the nature of your relations with CEX.IO and main crypto funds usage scenarios. AML/KYC check is a regular process for any active user on our platform.

Provided that cryptocurrency is an autonomous and mostly unregulated worldwide payment system, it can be used for laundering money or any other illegal purposes. Hence, both international and local regulations require CEX.IO to implement effective internal procedures and mechanisms in order to prevent any kind of financial activities, which may break the regulations, and to protect our users from any kind of suspicious activity by inappropriate illegal actions performers. Thus, the main purpose is to provide the safe trading environment for our users. Your cooperation regarding AML/KYC check is highly appreciated.

As for fiat withdrawals from CEX.IO, regretfully, we had some issue on this matter at Winter. Please check the following Blog article for more information: https://blog.cex.io/news/gbp_usd-16971 However, let me assure you that now the situation is changed and almost all fiat deposit and withdrawal options are running smoothly.

There are a lot of ways you may use to withdraw your funds: card withdrawals (USD, EUR, GBP, RUB), SWIFT (EUR, GBP) or SEPA (EUR) transfers, Crypto Capital (USD, EUR, GBP) bank transfer. You can find all the options at our Limits and Commisions page: https://cex.io/finance/limits-commissions#/direction/withdrawal

Please note, that some options are restricted to certain countries due to legal reasons, the list of such countries may be found under the withdrawals table at the above-mentioned page. Regretfully, USD SWIFT withdrawals are suspended due to an overload of our wire transfers payment provider. As soon as we ensure that we can provide our users with the stable service, we will enable USD wire withdrawal back.

Current fiat withdrawals timelines are:
- up to 3 days for card withdrawals;
- up to 14 days for SWIFT (GBP only), SEPA and Crypto Capital transfer.

We would be happy to assist you on any other matters or answer any your questions regarding CEX.IO. Please send us your user ID so we can check your account in our system.

Looking forward to your reply.

Dear CEX.io agent,

Thank you for your Kind reply.
please be informed that all requested data was summited, and still the files attached to Request #757099, and I don't know why is requested again.

thank you for cooperation

ID: up114207153

Regards

[timerland]

I don't get it though. Cex, OP said that he already provided all of this required information in the past. Otherwise, he wouldn't be a verified account. Why are you guys requesting him to send over his docs again?

Also, what purpose is it going to achieve looking into his other exchange accounts? Surely he has the right to privacy to his dealings on other, completely unrelated platforms? Why do you guys need that info?

@OP I would still suggest not to trust the speed of cex fiat withdrawals. Don't expect it to be instant. Even though officially all issues are resolved, you never know what's going to happen in your case considering their history.

[CEX]

Hello, everybody,
I a have a verified account with CEX.io site, I used to deposit fiat money, trade and withdrawal cryptocurrency through it, after more than 4 months approximately they open a ticket in support center asking me to verify my account activities ( considering  that I already verified my account since the beginning ), they asked me to provide screenshot showing my activities on my other accounts on other platforms (such as kraken and binance) , they asked me to provide all records for deposit, trade and withdrawal at those accounts in addition to copy of my credit card and card statement showing all transactions.
Actually I was surprised for that strange request but I provided all requested documents (considering that I already verified my account long time ago), however they came back to ask me again to provide another  screenshot and other document tilling the reason is to verify my account activities..!!, My question is any one faced this issue with CEX.io or with another trading sites..?!!
are those requests are normal..?!!
and one more question please, do some one try to withdrawal fiat money from CEX.io with no problem?!!, because I read many issues about CEX.io specially regarding fiat money withdrawal.

Thank you all

Dear maen975,
Thank you for sharing your concern with Bitcointalk community.

As per your post, your CEX.IO account is being checked in accordance with Anti-Money Laundering and Know Your Customer policies (hereinafter - AML/KYC).

Our platform is working in accordance with strict security rules, that is why we have certain procedures that are designed to ensure compliance with high international standards and policies. Our Compliance Department needs to confirm the source of your funds, understand the nature of your relations with CEX.IO and main crypto funds usage scenarios. AML/KYC check is a regular process for any active user on our platform.

Provided that cryptocurrency is an autonomous and mostly unregulated worldwide payment system, it can be used for laundering money or any other illegal purposes. Hence, both international and local regulations require CEX.IO to implement effective internal procedures and mechanisms in order to prevent any kind of financial activities, which may break the regulations, and to protect our users from any kind of suspicious activity by inappropriate illegal actions performers. Thus, the main purpose is to provide the safe trading environment for our users. Your cooperation regarding AML/KYC check is highly appreciated.

As for fiat withdrawals from CEX.IO, regretfully, we had some issue on this matter at Winter. Please check the following Blog article for more information: https://blog.cex.io/news/gbp_usd-16971 However, let me assure you that now the situation is changed and almost all fiat deposit and withdrawal options are running smoothly.

There are a lot of ways you may use to withdraw your funds: card withdrawals (USD, EUR, GBP, RUB), SWIFT (EUR, GBP) or SEPA (EUR) transfers, Crypto Capital (USD, EUR, GBP) bank transfer. You can find all the options at our Limits and Commisions page: https://cex.io/finance/limits-commissions#/direction/withdrawal

Please note, that some options are restricted to certain countries due to legal reasons, the list of such countries may be found under the withdrawals table at the above-mentioned page. Regretfully, USD SWIFT withdrawals are suspended due to an overload of our wire transfers payment provider. As soon as we ensure that we can provide our users with the stable service, we will enable USD wire withdrawal back.

Current fiat withdrawals timelines are:
- up to 3 days for card withdrawals;
- up to 14 days for SWIFT (GBP only), SEPA and Crypto Capital transfer.

We would be happy to assist you on any other matters or answer any your questions regarding CEX.IO. Please send us your user ID so we can check your account in our system.

Looking forward to your reply.

Dear CEX.io agent,

Thank you for your Kind reply.
please be informed that all requested data was summited, and still the files attached to Request #757099, and I don't know why is requested again.

thank you for cooperation

ID: up114207153

Regards

Dear maen975,
Thank you for providing your CEX.IO user ID and support ticket number.

We have contacted Compliance department in order to speed-up your account audit. A Compliance officer will answer your additional queries in the ticket. Please standby.

Let us know if any further questions arise.

[CEX]

I don't get it though. Cex, OP said that he already provided all of this required information in the past. Otherwise, he wouldn't be a verified account. Why are you guys requesting him to send over his docs again?

Also, what purpose is it going to achieve looking into his other exchange accounts? Surely he has the right to privacy to his dealings on other, completely unrelated platforms? Why do you guys need that info?

@OP I would still suggest not to trust the speed of cex fiat withdrawals. Don't expect it to be instant. Even though officially all issues are resolved, you never know what's going to happen in your case considering their history.

Dear timerland,
Thank you for your post.

Unfortunately, we can not discuss AML/KYC investigation of our customer with third persons, but we would be glad to provide you with general information.

Please be informed that according to our AML\KYC Policy, CEX.IO reserves the right to request up-to-date documents from the Users, even though they have passed identity verification in the past. You can find a full version of our AML\KYC Policy by the following link:
https://cex.io/aml-kyc

AML/KYC investigation is a standard procedure, that is required to ensure compliance with high international standards and policies. Our Compliance Officers has a right to require additional documents to prevent and mitigate possible risks of CEX.IO being involved in any kind of illegal activity. Because of that, it is possible that Compliance team may request User to confirm the source of funds in order to understand nature of relations with CEX.IO and main crypto funds usage scenarios.

Please let us know in case you still have questions regarding our platform.

[maen975]

I don't get it though. Cex, OP said that he already provided all of this required information in the past. Otherwise, he wouldn't be a verified account. Why are you guys requesting him to send over his docs again?

Also, what purpose is it going to achieve looking into his other exchange accounts? Surely he has the right to privacy to his dealings on other, completely unrelated platforms? Why do you guys need that info?

@OP I would still suggest not to trust the speed of cex fiat withdrawals. Don't expect it to be instant. Even though officially all issues are resolved, you never know what's going to happen in your case considering their history.

Thank you for your kind post

Regards

[maen975]

Hello, everybody,
I a have a verified account with CEX.io site, I used to deposit fiat money, trade and withdrawal cryptocurrency through it, after more than 4 months approximately they open a ticket in support center asking me to verify my account activities ( considering  that I already verified my account since the beginning ), they asked me to provide screenshot showing my activities on my other accounts on other platforms (such as kraken and binance) , they asked me to provide all records for deposit, trade and withdrawal at those accounts in addition to copy of my credit card and card statement showing all transactions.
Actually I was surprised for that strange request but I provided all requested documents (considering that I already verified my account long time ago), however they came back to ask me again to provide another  screenshot and other document tilling the reason is to verify my account activities..!!, My question is any one faced this issue with CEX.io or with another trading sites..?!!
are those requests are normal..?!!
and one more question please, do some one try to withdrawal fiat money from CEX.io with no problem?!!, because I read many issues about CEX.io specially regarding fiat money withdrawal.

Thank you all

Dear maen975,
Thank you for sharing your concern with Bitcointalk community.

As per your post, your CEX.IO account is being checked in accordance with Anti-Money Laundering and Know Your Customer policies (hereinafter - AML/KYC).

Our platform is working in accordance with strict security rules, that is why we have certain procedures that are designed to ensure compliance with high international standards and policies. Our Compliance Department needs to confirm the source of your funds, understand the nature of your relations with CEX.IO and main crypto funds usage scenarios. AML/KYC check is a regular process for any active user on our platform.

Provided that cryptocurrency is an autonomous and mostly unregulated worldwide payment system, it can be used for laundering money or any other illegal purposes. Hence, both international and local regulations require CEX.IO to implement effective internal procedures and mechanisms in order to prevent any kind of financial activities, which may break the regulations, and to protect our users from any kind of suspicious activity by inappropriate illegal actions performers. Thus, the main purpose is to provide the safe trading environment for our users. Your cooperation regarding AML/KYC check is highly appreciated.

As for fiat withdrawals from CEX.IO, regretfully, we had some issue on this matter at Winter. Please check the following Blog article for more information: https://blog.cex.io/news/gbp_usd-16971 However, let me assure you that now the situation is changed and almost all fiat deposit and withdrawal options are running smoothly.

There are a lot of ways you may use to withdraw your funds: card withdrawals (USD, EUR, GBP, RUB), SWIFT (EUR, GBP) or SEPA (EUR) transfers, Crypto Capital (USD, EUR, GBP) bank transfer. You can find all the options at our Limits and Commisions page: https://cex.io/finance/limits-commissions#/direction/withdrawal

Please note, that some options are restricted to certain countries due to legal reasons, the list of such countries may be found under the withdrawals table at the above-mentioned page. Regretfully, USD SWIFT withdrawals are suspended due to an overload of our wire transfers payment provider. As soon as we ensure that we can provide our users with the stable service, we will enable USD wire withdrawal back.

Current fiat withdrawals timelines are:
- up to 3 days for card withdrawals;
- up to 14 days for SWIFT (GBP only), SEPA and Crypto Capital transfer.

We would be happy to assist you on any other matters or answer any your questions regarding CEX.IO. Please send us your user ID so we can check your account in our system.

Looking forward to your reply.

Dear CEX.io agent,

Thank you for your Kind reply.
please be informed that all requested data was summited, and still the files attached to Request #757099, and I don't know why is requested again.

thank you for cooperation

ID: up114207153

Regards

Dear maen975,
Thank you for providing your CEX.IO user ID and support ticket number.

We have contacted Compliance department in order to speed-up your account audit. A Compliance officer will answer your additional queries in the ticket. Please standby.

Let us know if any further questions arise.

Dear CEX.io agent,
thank you for your kind reply,
Actually, I have an verified account tier 3 with Kraken as per same  AML/KYC procedure, but I was not been asked to provide such requested reports.
in addition to some information requested by you from another trading sites is clearly mentioned not to share with third party, could you explain please?

[CEX]

Hello, everybody,
I a have a verified account with CEX.io site, I used to deposit fiat money, trade and withdrawal cryptocurrency through it, after more than 4 months approximately they open a ticket in support center asking me to verify my account activities ( considering  that I already verified my account since the beginning ), they asked me to provide screenshot showing my activities on my other accounts on other platforms (such as kraken and binance) , they asked me to provide all records for deposit, trade and withdrawal at those accounts in addition to copy of my credit card and card statement showing all transactions.
Actually I was surprised for that strange request but I provided all requested documents (considering that I already verified my account long time ago), however they came back to ask me again to provide another  screenshot and other document tilling the reason is to verify my account activities..!!, My question is any one faced this issue with CEX.io or with another trading sites..?!!
are those requests are normal..?!!
and one more question please, do some one try to withdrawal fiat money from CEX.io with no problem?!!, because I read many issues about CEX.io specially regarding fiat money withdrawal.

Thank you all

Dear maen975,
Thank you for sharing your concern with Bitcointalk community.

As per your post, your CEX.IO account is being checked in accordance with Anti-Money Laundering and Know Your Customer policies (hereinafter - AML/KYC).

Our platform is working in accordance with strict security rules, that is why we have certain procedures that are designed to ensure compliance with high international standards and policies. Our Compliance Department needs to confirm the source of your funds, understand the nature of your relations with CEX.IO and main crypto funds usage scenarios. AML/KYC check is a regular process for any active user on our platform.

Provided that cryptocurrency is an autonomous and mostly unregulated worldwide payment system, it can be used for laundering money or any other illegal purposes. Hence, both international and local regulations require CEX.IO to implement effective internal procedures and mechanisms in order to prevent any kind of financial activities, which may break the regulations, and to protect our users from any kind of suspicious activity by inappropriate illegal actions performers. Thus, the main purpose is to provide the safe trading environment for our users. Your cooperation regarding AML/KYC check is highly appreciated.

As for fiat withdrawals from CEX.IO, regretfully, we had some issue on this matter at Winter. Please check the following Blog article for more information: https://blog.cex.io/news/gbp_usd-16971 However, let me assure you that now the situation is changed and almost all fiat deposit and withdrawal options are running smoothly.

There are a lot of ways you may use to withdraw your funds: card withdrawals (USD, EUR, GBP, RUB), SWIFT (EUR, GBP) or SEPA (EUR) transfers, Crypto Capital (USD, EUR, GBP) bank transfer. You can find all the options at our Limits and Commisions page: https://cex.io/finance/limits-commissions#/direction/withdrawal

Please note, that some options are restricted to certain countries due to legal reasons, the list of such countries may be found under the withdrawals table at the above-mentioned page. Regretfully, USD SWIFT withdrawals are suspended due to an overload of our wire transfers payment provider. As soon as we ensure that we can provide our users with the stable service, we will enable USD wire withdrawal back.

Current fiat withdrawals timelines are:
- up to 3 days for card withdrawals;
- up to 14 days for SWIFT (GBP only), SEPA and Crypto Capital transfer.

We would be happy to assist you on any other matters or answer any your questions regarding CEX.IO. Please send us your user ID so we can check your account in our system.

Looking forward to your reply.

Dear CEX.io agent,

Thank you for your Kind reply.
please be informed that all requested data was summited, and still the files attached to Request #757099, and I don't know why is requested again.

thank you for cooperation

ID: up114207153

Regards

Dear maen975,
Thank you for providing your CEX.IO user ID and support ticket number.

We have contacted Compliance department in order to speed-up your account audit. A Compliance officer will answer your additional queries in the ticket. Please standby.

Let us know if any further questions arise.

Dear CEX.io agent,
thank you for your kind reply,
Actually, I have an verified account tier 3 with Kraken as per same  AML/KYC procedure, but I was not been asked to provide such requested reports.
in addition to some information requested by you from another trading sites is clearly mentioned not to share with third party, could you explain please?

Dear maen975,
Thank you for your post.

As we have mentioned, our Compliance Officers has a right to require additional documents in order to assure that both Fiat currency and cryptocurrency deposited to the account belong to the User and derived from legal sources.

We would like to note that the process is absolutely voluntary and you have the right to refuse to provide Compliance department with the requested information. Although in this case, account limitations may apply.

Please be assured that we have implemented technical and organizational security measures to ensure the confidentiality of your Personal Information and to protect your Personal Information from loss, misuse, alteration or destruction.

Thank you for understanding.