KuCoin is freezing my funds and not providing adequate customer supporr

[Kapitalism]

Hi bitcoin community.

Funds are not safe on Kucoin. Lost a lot of money and interest has accrued. Pretty much I got locked out of my account 2 months ago. I longed 100 eth at $3250 and was not able to take profit at $4k… my trading function has been disabled..

Then the price dipped to $2800. I almost got liquidated..

$5k if interest has been accrued on my account because i have an open margin call.

Ive KYCed the account and I have submitted my home address, employment records, SSN.

They really digged for my personal information. I have 5 bitcoins in the account and thats funds I am going to use to buy my family a house...

I open the support ticket in August. We are not in October.

Please help KuCoin support and the Cryptocurrency Community.

[noorman0]

If you expect an email response, you should write your complaint on the "submit a ticket" page.
If that doesn't help, write your complaint on the official Kucoin ANN thread,

I don't know if @KuCoin Exchange is a competent team in the account recovery section, but it can't hurt to try asking for instructions on how to solve your problem.

[The Sceptical Chymist]

I assume you've tried their chat support function?  I don't know why you're having problems with Kucoin, but they're not exactly known as an exchange that has lousy customer service (like Coinbase or *gasp* Yobit).

What exactly is your account locked for?  Did you forget your password after not logging in after a while or something?  One more question: You say you're accruing interest.  Do you have your ETH there on Kucoin's lending platform?  I'm just curious about that; it doesn't make a difference as far as your account being frozen.

I suspect you'll be able to recover your funds, because Kucoin is pretty decent.  If you do, could you please update this thread (or if there are any updates as far as their communications with you)?

[condoras]

I assume you've tried their chat support function?  I don't know why you're having problems with Kucoin, but they're not exactly known as an exchange that has lousy customer service (like Coinbase or *gasp* Yobit).

What exactly is your account locked for?  Did you forget your password after not logging in after a while or something?  One more question: You say you're accruing interest.  Do you have your ETH there on Kucoin's lending platform?  I'm just curious about that; it doesn't make a difference as far as your account being frozen.

I suspect you'll be able to recover your funds, because Kucoin is pretty decent.  If you do, could you please update this thread (or if there are any updates as far as their communications with you)?

As far as I know, freezing funds for forgetting or put wrong password is not the first measure from an exchange. You just can't log in. Op can log in but he can't move / trade his assets and I'm sure that he is getting (or gets already) a message to contact support or to do some steps in order for his account to be back on track.
Unfortunately from my experience, if your funds are frozen then either you had a suspicious activity based on exchange criteria or your account there don't match with your info since you pass KYC.

Hi bitcoin community.

Funds are not safe on Kucoin. Lost a lot of money and interest has accrued. Pretty much I got locked out of my account 2 months ago. I longed 100 eth at $3250 and was not able to take profit at $4k… my trading function has been disabled..

Then the price dipped to $2800. I almost got liquidated..

$5k if interest has been accrued on my account because i have an open margin call.

Ive KYCed the account and I have submitted my home address, employment records, SSN.

They really digged for my personal information. I have 5 bitcoins in the account and thats funds I am going to use to buy my family a house...

I open the support ticket in August. We are not in October.

Please help KuCoin support and the Cryptocurrency Community.

Substories won't help you either care Kucoin support. It seems that you don't say the absolute truth about your case here and Kucoin won't unfreeze your assets until you tell it. Even if you do it now, I really doubt that you get any of your (?) funds back...

[hugeblack]

You did not explain your problem correctly, but from what I understand, you have lost your trading password?, this password enables you to withdraw money and make transfers between currencies.
If this is true, the platform offers the possibility of restoring that password after verifying your ID, but you have to wait for them to do it.

It is a stupid policy to link everything with that password and if you forget it you may lose your money especially the process of withdrawing money.

Sorry for the inconvenience as you will really need to reach out support team with personal documents in order to retrieve your account. We are hoping for your cooperation. Also, if you were to proceed with the trading password reset. Support team will only need to verify that you are the rightful owner of the account to avoid risks of others getting into it. Thank you!

and your account have 5 BTC so they will ask a lot

[Kapitalism]

I didnt lost my trading password.

Update: My funds are still stuck

[bbc.reporter]

@Kapitalism. Exchanges customer support are rated bad to very bad everywhere. However, how were you locked out from your own account? I have more than 3 accounts in different exchanges, all with KYC but I have never been locked out in any of them. You should improve your record keeping and back up everything in a safe place before you deposit more than $1000 on an exchange.

[Jawhead999]

Update: My funds are still stuck

Any chance your funds are come from high risk sources? AFAIK Kucoin has been partnered with chainalysis, chainalysis is a company that tracking cryptocurrency sources and would know the sources came from.

Further, pursuant to the AML/CFT Policy, KuCoin may, in its discretion, carry out continuous monitoring of all KuCoin Accounts. If any unusually large or unusual patterns of trades or any inexplicable or suspicious circumstances are observed, KuCoin may, in its discretion, place an administrative hold on or freeze your KuCoin Account.

Have you contact him in this forum as @noorman0 suggested above? I think it's the better solution to reach KuCoin support, I saw he respond the other who has an issue.

[BitMaxz]

It seems it's almost a month I heard lots of issues on withdrawal let me post few of them

- https://www.reddit.com/r/kucoin/comments/q2t46b/withdrawal_stuck_in_processing/
- https://www.reddit.com/r/kucoin/comments/pxih3j/withdrawal_stuck_in_processing_for_hours_now/
- https://www.reddit.com/r/CryptoCurrency/comments/pxqi9s/kucoin_stole_my_funds_get_your_money_out_asap/?utm_source=share&utm_medium=ios_app&utm_name=iossmf
- https://www.reddit.com/r/kucoin/comments/kq1b1i/how_long_is_kucoin_going_to_hold_my_money_for/

And there are more users having the same issue holding funds or withdrawal restrictions.


Are you living in the US?
It might be one of the reasons why your withdrawal is stuck based on what others said on reddit.
Let's hope that they won't become a scam exchange just like other exchanges before that most of the users can't able to withdraw and ask for many documents.

[Potato Chips]

Update: My funds are still stuck

But did you follow the above posters suggestion? Live chat? bitcointalk ANN thread? I'll be adding their subreddit as well (https://www.reddit.com/r/kucoin)

Are you living in the US?

OPs past posts says they are indeed a US person. BUT KYC for US persons isn't supported in kucoin...

kucoin_moderator: If you forgot your trading password, you'll need to undergo Identity verification which is different from KYC. Please check the process here: Part 3: How to Reset the Trading Password
OP: @kucoin_moderator can I do KYC from the US?
kucoin_moderator: Unfortunately, we don't support KYC verification of users from the US

OP: Hello I am from the USA and it says both here and on your website it is fine for us citizens to use kucoin. I tried to submit KYC and it failed. Are US users allowed to do KYC?
kucoin_moderator: KuCoin has not made any adjustments to our policies. Out of respect to the company's operational requirements, we are only providing service for countries listed in the KYC countries list (US is not included), in order to comply with all applicable laws and regulations. If a user's country is not included in the list, unfortunately, we are temporarily unable to verify the user's KYC. Rest assured that on KuCoin, KYC is not mandatory, you can still do transactions even if you are not verified yet. However, there'll be a withdrawal limit of 5 BTC per 24 hours for unverified accounts. Thank you!

It's quite deceptive to still encourage a user from a restricted country to use your platform knowing there can be hidden precautionary setups that may require them to KYC.

But kucoin does seem relatively laxer, OP may have a chance to get their funds out after talking it out.