Fiat withdrawal from OceanEx via Prime Trust, waiting 17 days now

[worrieddude]

Hi all. Not sure if I got the right subforum, but I hope I did and someone can help me with some information.

On the 9th of March I've made fiat withdrawal request from OceanEx exchange. Apparently Prime Trust LLC handles their withdrawals, so I've then received an email from them to confirm the transaction, which I did. The withdrawal was made to Europe, revolut. It has now been 17 days and I have still not received the money. On the OceanEx withdrawal page withdrawal is marked as completed. Revolut has confirmed the money has not reached my account. They would check where the money is if I  gave them some details, but I don't have any to give. I have not made a mistake with my bank account number, name, or address.

I have contacted OceanEx numerous times, but they just keep telling me they are updating my ticket and prime trust hasn't replied yet. I've asked them if they can call Prime Trust, since after 6 ticket updates they are not replying, and they told me last they are not allowed to call prime trust on the phone!?.

I really don't know what to do now. Hopefully someone with some knowledge what to do in a situation like this can give me some advice.

I am now really worried about it all, as for me it is a big amount.

Thank you.

[1714773151]

1714773151

[1714773151]

1714773151

[Bitcoin_Arena]

Sorry about the experience. Honestly, it's my first time hearing about OceanEx. Maybe next time you should avoid such shitty and less popular exchanges that don't care about their customers. 17 days is a very long time for one to wait for their withdrawal to be processed.

They are the ones supposed to help you on the issue. Not anyone else. At least if they can ask them to reverse the transaction, and you withdraw it in form of crypto to another exchange.

Here is some information about PrimeTrust, Maybe you can try your luck contacting them

Website: www.primetrust.com
Phone: 1-702-840-4000
https://support.primetrust.com

[stompix]

I have contacted OceanEx numerous times, but they just keep telling me they are updating my ticket and prime trust hasn't replied yet. I've asked them if they can call Prime Trust, since after 6 ticket updates they are not replying, and they told me last they are not allowed to call prime trust on the phone!?.

While this is not an excuse low-level customer support might indeed not be able or outright be banned for making any inquiries to 3rd party without clearance from a supervisor, so probably the guy told you the truth.
But he should have already escalated the ticket to a higher-up after that many updates and days passed.

Now the only thing left for you would be indeed to call Prime Trust and ask them for information on what is happening here and why and hope they do offer support to customers, there are some who will not deal with private persons serviced by their partners. Unfortunately, there is simply no other solution for you now, and no way anybody on the forum can help you with it.

Honestly, it's my first time hearing about OceanEx. Maybe next time you should avoid such shitty and less popular exchanges that don't care about their customers.

They deal with coins on the Vechain, they also hold IEOs so there is a possibility some users are trapped on it because of the project they've invested in it.

[worrieddude]

Thank you for the replies. They seem to be a big exchange (volume wise) and no wash trading. The biggest problem was with Prime Trust not responding to their inquiry for such a long time. I only used them because I didn't wish to use my Binance account, to make the tax issue on withdrawal easier, as in my country it is tax free if you hodl for 2+ years. OceanEx helpdesk replies really quickly, that has to be said.

A little update, Prime Trust provided the transfer details today, but the receiving bank (Revolut, and my account with them is in Lithuania) has not received the money. It was wired on March 10th. Revolut failed to track down the funds(it hasn't reached their partner bank and they can't track it farther than that). They say it can take between 3-5 intermediary banks to reach final destination (USA to Lithuania), so the sender now has to track it. I've notified OceanEx and they have forwarded this to Prime Trust. Now I guess another two weeks before Prime Trust replies, as they clearly don't give a crap or are seriously understaffed. They are not a bank, but some sort of financial service provider.

It is very stressful, but ultimately this is a transfer between USA and European Union, so hopefully it can not be lost, I imagine this is highly regulated financial sector. I do kinda regret using Revolut for this to save a few thousand USD on currency conversion fees, compared to using a regular bank in my country, but it is what it is. A lesson for all users if they wish to withdraw to Revolut from the USA - don't. From EU from what i read it works like a charm.