PLEASE HELP! CEX.IO

[adeluca911]

Greetings
Did anyone have such a problem?
I sent sepa transfer to CEX.IO
I exchanged it for usdt and decided to withdraw money to another exchange in order to trade there
But they canceled the transaction, returned the money to the balance
And asked for verification
Verification failed and it is written to wait 29 days
This is complete nonsense!
[https://imgur.com/a/ngxe6rm]

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[Potato Chips]

Found a similar problem in reddit. It looks like having their users shoulder what they lack is how they handle the surge of users.

I have heard back about verification, stating that because of delays they will only let you submit verification documents once every 30 days, which is absolutely ludicrous

Just how busy and limited is cex.io that it has to come down to a one month cooldown... even a day or two cooldown makes a huge difference. Ngl, I am suspicious.

In any case, we have a rep from cex.io here, you can PM them to follow up your case/respond to this, see user https://bitcointalk.org/index.php?action=profile;u=148073
They will ask you your support ticket number so to save time, make sure you include it in your PM and in your post.

[Lucius]

In addition to what @Potato Chips has already written, it is important to emphasize that KYC is mandatory on that exchange, and that it is completely stupid to allow someone to make a deposit before performing the verification. It is even more foolish to let someone wait a month for a new verification attempt, which only shows a great disrespect for clients who cannot get their funds.

It is very important that you find out what the problem was during the verification so as not to repeat the same mistake another time. In this regard, check your e-mail used during registration, to which you should have been sent an explanation.

Next time follow the exact instructions, everything is explained in detail at the following link ->

If your verification is rejected you should have already received an explanatory email from our Compliance Department stating reason/reasons for its rejection. In case you do not agree with the comments or need any help - please review these guides that outline document requirements.

[adeluca911]

I have already been verified by them.
And after my withdrawal of funds, they asked for another verification, I uploaded the same photos
And the request was immediately denied, it looks very strange

[OmegaStarScream]

I have already been verified by them.
And after my withdrawal of funds, they asked for another verification, I uploaded the same photos
And the request was immediately denied, it looks very strange

Just go ahead and P.M CEX as suggested by Potato chips. If anyone can help you sort your issue without delays, it would be him.

[adeluca911]

I have already been verified by them.
And after my withdrawal of funds, they asked for another verification, I uploaded the same photos
And the request was immediately denied, it looks very strange

Just go ahead and P.M CEX as suggested by Potato chips. If anyone can help you sort your issue without delays, it would be him.

I'm just worried that they rejected my documents and may not return the funds.

[bitmover]

Quoting your image properly so everyone can see.

The worst part of this is having to wait 29 dias.makes absolute no sense at all.

Your funds are basically hostage until they verify your account... you will have to give then all documents and details they ask,  excuse they are controlling your funds.
Your best chance is contacting them here as suggested and posting similar threads in other social media platforms.

[Lucius]

I have already been verified by them.
And after my withdrawal of funds, they asked for another verification, I uploaded the same photos
And the request was immediately denied, it looks very strange

I've checked to see if there are different levels of verification associated with certain limits, and that's really the case - it's possible that your deposit has activated the next level of verification. In any case, check what they wrote to you in the e-mail, there must be a reason why your documents were rejected - although it is possible that it is a mistake of their automatic system that checks such things before they are forwarded for human verification.

I'm just worried that they rejected my documents and may not return the funds.

This is not about permanently terminating your account, you will have a new chance after the 29-day period expires - you have a good chance that you will be able to get your money back, and this will be a good lesson to check who you are working with before making such mistake.

[adeluca911]

I have already been verified by them.
And after my withdrawal of funds, they asked for another verification, I uploaded the same photos
And the request was immediately denied, it looks very strange

I've checked to see if there are different levels of verification associated with certain limits, and that's really the case - it's possible that your deposit has activated the next level of verification. In any case, check what they wrote to you in the e-mail, there must be a reason why your documents were rejected - although it is possible that it is a mistake of their automatic system that checks such things before they are forwarded for human verification.

I'm just worried that they rejected my documents and may not return the funds.

This is not about permanently terminating your account, you will have a new chance after the 29-day period expires - you have a good chance that you will be able to get your money back, and this will be a good lesson to check who you are working with before making such mistake.

I have been verified up to $ 10,000
I made a deposit much less than this limit
And I did not understand the essence of the check.
I sent the same photos as when passing the verification at the very beginning, but they refused me

[Potato Chips]

I have been verified up to $ 10,000
I made a deposit much less than this limit
And I did not understand the essence of the check.

The total trading volume at certain time frames could've also played a part.

Assuming you weren't/won't be asked after this for additional documents, this could just be a re-verification, you triggered something and the exchange needs to verify it's you.

I sent the same photos as when passing the verification at the very beginning, but they refused me

Did you check your email?

[adeluca911]

I have been verified up to $ 10,000
I made a deposit much less than this limit
And I did not understand the essence of the check.

The total trading volume at certain time frames could've also played a part.

Assuming you weren't/won't be asked after this for additional documents, this could just be a re-verification, you triggered something and the exchange needs to verify it's you.

I sent the same photos as when passing the verification at the very beginning, but they refused me

Did you check your email?

Yes, now they have requested additional documents from me and answers to questions

[CEX]

Thanks for sharing your concern here.

First of all, we have replied to your direct message asking if you have already contacted the team to assist you. Upon this thread, we see that the support has requested some additional information from you to complete the verification. Please provide the requested details and, we believe, your verification will be completed ASAP.

We'd like to emphasize that CEX.IO never withholds the users' funds and even if the verification cannot be completed due to AML/KYC policies, international or local regulations, etc, the customer is still always allowed to withdraw the personal assets.

Nevertheless, we hope that you'll pass an undergoing AML/KYC check in the shortest terms and will be able to use CEX.IO services to your benefit.

If you have any additional questions, comments or concerns, we're here.

[Lucius]

Please provide the requested details and, we believe, your verification will be completed ASAP.

Does this mean that the user does not have to wait 29 days to retry the verification, or is ASAP actually just a phrase which means that this process can still take 29 days or even longer? Given the large number of complaints about that, it might be a good idea to reconsider that decision, which does you much more harm than good.

[examplens]

Please provide the requested details and, we believe, your verification will be completed ASAP.

Does this mean that the user does not have to wait 29 days to retry the verification, or is ASAP actually just a phrase which means that this process can still take 29 days or even longer? Given the large number of complaints about that, it might be a good idea to reconsider that decision, which does you much more harm than good.

how that number of 29 days is determined at all? as it prevents any kind of abuse, I do not dare to understand that rule?
Also, judging by the screenshot, there is no explanation why he is not passed KYC verification. They should need to give them explain what is wrong with his documents. It can be low-quality images, but again I don’t see it as a reason to wait for 29days for resubmitting.

As well, they should need to ask KYC before deposit. It's not fair to accept a deposit without KYC, without you being able to dispose of it. He certainly wouldn’t wait 29 days for a new chance to deposit money there.

[Lucius]

Also, judging by the screenshot, there is no explanation why he is not passed KYC verification. They should need to give them explain what is wrong with his documents. It can be low-quality images, but again I don’t see it as a reason to wait for 29days for resubmitting.

If you had read my post, it would have been clear to you that the user should receive an explanation to his e-mail after the verification failed. It is not logical that immediately after the verification is completed, the user gets the exact reason why it failed - after all, it is very likely an automatic process that detects that something is wrong, and then such verifications are reviewed by real people who inform users why those are unsuccessful.

[examplens]

Also, judging by the screenshot, there is no explanation why he is not passed KYC verification. They should need to give them explain what is wrong with his documents. It can be low-quality images, but again I don’t see it as a reason to wait for 29days for resubmitting.

If you had read my post, it would have been clear to you that the user should receive an explanation to his e-mail after the verification failed. It is not logical that immediately after the verification is completed, the user gets the exact reason why it failed - after all, it is very likely an automatic process that detects that something is wrong, and then such verifications are reviewed by real people who inform users why those are unsuccessful.

Yes, but OP did not give us a clear indication of what exactly was wrong with the whole verification process. except screenshot. additional documents can be whatever, other personal documents, proof of address...
I doing KYC, where everything is automated and passed without any problem, even if there is an artificial check.

[Potato Chips]

We'd like to emphasize that CEX.IO never withholds the users' funds and even if the verification cannot be completed due to AML/KYC policies, international or local regulations, etc, the customer is still always allowed to withdraw the personal assets.

That's good but I'd like to hear a further confirmation from op cause it looked like their funds were locked based from this post:

I'm just worried that they rejected my documents and may not return the funds.

If funds were indeed locked, did you make sure you weren't able to withdraw @op?

In any case, doesn't change the fact that the long ass cool down is a huge inconvenience. Because users can't use cex.io, they have to go to another exchange which depending on the situation (e.g. wants to trade fiat but verified acc is only on cex.io), could mean another KYC... not to mention it could as well lead to loss of users/activity because they might like the exchange enough to be a regular.