AML/KYC process is a standard procedure for any active users and because of the fact that each AML\KYC check is different and it needs to be checked manually by a Compliance Officer, it may be time-consuming.
Does it really take months (6 months according to OP) to verify the legitimacy of documents, though? I doubt it.
I think that users of your site at least have to understand the maximum amount of time that their funds will be frozen for, whilst this compliance check is done. And it should be done at sign up, instead of after the user has already deposited funds into your site.
Otherwise, you guys could continue to stall and do nothing while claiming that you are still sorting out the issue, and hold funds of customers indefinitely.
Also, in terms of unresponsiveness of support, is bitcointalk support separate from the support ticket staff? Because I feel like the bitcointalk support is actually a lot more responsive and active in terms of answering questions on the forum.
Dear timerland and Slow death,
Thank you for your comments.
As a legit company, we have designed internal verification procedures in accordance with high international standards. These procedures help us to ensure the safe trading environment on our platform.
Our Compliance Department, which follows both international and local regulations, has to request some information in order to confirm the source of funds of our users, understand the nature of their relations with CEX.IO and main crypto funds usage scenarios.
In general AML/KYC check doesn't take that long if all the requested documents are sent in time and in the appropriate format.
In case of suspending some payment options, our Compliance Department always informs the users about it beforehand and explains the reason for it.
More details on our AML/KYC procedure can be found on the next web page:
https://cex.io/aml-kyc.
We would also like to emphasize that all the verification requests are checked thoroughly, all the information provided is reviewed carefully, each case is processed in accordance with the above-mentioned requirements. Therefore, it takes some time to receive an answer from our Compliance Department.
It is a pleasure for us to hear that you find our forum support to be responsive and active. We work hard to provide our users with an assistance and answer their questions.
Our Help Centre is also dedicated to helping our customers solve any issue 24/7. Each can contact our Support Team by the following link:
https://support.cex.io/hc/en-us/requests/new
