Does anyone have the same problem on Cex.io?

[Slow death]

I have an account verified for years, I have been using the site for years and I have never had a problem, but yesterday I deposited bitcoin and had more than 10 confirmations and it had not arrived in my account, after I complained they resolved the problem, I decided to withdraw the money in litecoin, but after more than 1 hour it says withdrawn was rejected, then I withdrawn to card and says withdrawn to rejected letter, then I went back to withdrawn to card and it is from yesterday to today with the status of pending, I also took a test now withdrawing litecoin I want to see if you will accept withdraw



about support:

they haven't contacted me yet, i've reported all this and they haven't contacted me

I also sent a PM to the user @CEX and said that support would contact me, I honestly do not understand what is happening with this site, they have always been very quick to respond and solve people's problems, but this way it starts to get scared

Edit:

I was contacted by the team to do KYC again, I did KYC years ago

[Oshosondy]

One thing about centralized exchanges and wallets is that they manage your funds for you, instead of managing it yourself on noncustodial wallet, but have to trade and easily convert to fiat, that is why many people prefer them but the best are noncustodial wallet like electrum and decentralized exchange like bisq which still gives maximum control as you own the private key. Not you key not your coin applies to this.

You do not have any other option, reply to them that you are already verified. Continue sending them message in response to what they send you until this is solved. To have full control, try decentralized exchanges and avoid scammers. You can take the complain to their social media where it can be seen by the public.

[Slow death]

One thing about centralized exchanges and wallets is that they manage your funds for you, instead of managing it yourself on noncustodial wallet, but have to trade and easily convert to fiat, that is why many people prefer them but the best are noncustodial wallet like electrum and decentralized exchange like bisq which still gives maximum control as you own the private key. Not you key not your coin applies to this.

You do not have any other option, reply to them that you are already verified. Continue sending them message in response to what they send you until this is solved. To have full control, try decentralized exchanges and avoid scammers. You can take the complain to their social media where it can be seen by the public.

I understand your point, but to withdraw to a bank we have to use these centralized exchanges.... if I had the option of some decentralized exchange withdrawing to a bank I would use decentralized exchange

[OmegaStarScream]

I understand your point, but to withdraw to a bank we have to use these centralized exchanges....
-snip-

Well, not necessarily. I'm not sure where are you located but if you're from a country where Wise, Skrill, PayPal, etc. are supported then you could always use LocalCryptos. Sure, it may be less convenient and it could take you some time when you're looking for good rates, but at least, you won't find yourself in a situation where you can no longer access your funds like you are now.

[Oshosondy]

Well, not necessarily. I'm not sure where are you located but if you're from a country where Wise, Skrill, PayPal, etc. are supported then you could always use LocalCryptos. Sure, it may be less convenient and it could take you some time when you're looking for good rates, but at least, you won't find yourself in a situation where you can no longer access your funds like you are now.

That is just it, privacy is not easy to maintain, to have full control can cost than using centralized exchanges but it is worth it as a result of the full control it gives.

Localcryptos is also very good, hodlhodl is not bad too, only that I hate the warning that it is not available for US citizens but it is better than centralized exchanges like Cex.io in term of control.

[mindrust]

I was contacted by the team to do KYC again, I did KYC years ago

KYC strikes back again...

My local exchange wanted documents from me also even though I have already KYC'ed with them like 7-8 years ago. I refused to send them my documents again. Luckily, my semi disabled account still meets my needs. So, fuck em.

If you have big funds on the exchange you don't have a choice I guess. Send your documents again so you can withdraw your money and don't forget that these exchanges can go poof anytime.

[noorman0]

If your account has been kyc, then it's not a problem if you do it again.

Another weakness of centralized services. Sometimes they suspect activity that suddenly asks for withdrawals (especially if it's to empty the balance) after the account has been unused for some time no matter if there are security logs that are not hack identification at all.

[michellee]

Well, it's pretty weird to see your experience as we see that your account is already KYC and has become a verified user. We do not know in detail what is happening with your case because it is out of our expectations. Maybe there is a problem in their back end so you have that problem because if you do not have the same experience from a long time ago, something happens with their withdrawal process.

We can only speculate about what is happening, but as I said before, we do not know and only they will know. Maybe they are still searching for the real problem of your case, so you can only wait for a while. Giving them time for some time is what you can do right now.

[YOSHIE]

If you say you've been using the Cex.io site for years, this shouldn't be a problem, because you already trust the Cex.io site.

However, I see the same thing has happened to other members here, as below.

This is just to clearly warn others about this shady exchange.

They've been holding back user's funds for months now, e.g. https://imgur.com/a/w5uAJ and https://imgur.com/a/DNmzk
No help from support, every once in a while there's an automated and meaningless response, which I'm assuming is to buy them
more time to cover the tracks.

This firm, although apparently registered in the UK, appears to be run by some Ukrainians and even though I don't have anything
against the nation as such, if the combination of crypto an Russia/Ukraine doesn't raise your eyebrows then nothing will.

It's more than 72hours now I made a btc withdrawal on Cex.io and I'm yet to get the coin in the receiving wallet. The said coin is no more in the cex account balance, no btc in the receiving wallet and no record of the transaction on blockchain network. I have messaged Cex support team more than 19 times and no response whatsoever.

What could be the problem ? has anyone experienced this before.

Edited.
Cex has responded to my query and Bitcoin received. Thanks

#bitcoin
#cex.io

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

However, at least you can contact this person: @CEX, for your problem, maybe he can solve the problem you are facing right now.

[Slow death]

Support got back to me and they said they froze my account so I can't withdraw, they want to know where the funds come from, the sad thing about it is that the funds are $63 and it's coming from stake.com. I gave them everything and they told me to wait and they're going to investigate the data I gave them, but what's so hard to look at a printe screem from my stake account and confirm that the bitcoin came from my cex.io account? this shouldn't take more than 30 minutes. but so far i haven't had any response from them

[michellee]

Support got back to me and they said they froze my account so I can't withdraw, they want to know where the funds come from, the sad thing about it is that the funds are $63 and it's coming from stake.com. I gave them everything and they told me to wait and they're going to investigate the data I gave them, but what's so hard to look at a printe screem from my stake account and confirm that the bitcoin came from my cex.io account? this shouldn't take more than 30 minutes. but so far i haven't had any response from them

So right now, CEX.io has started investigating all incoming funds from the gambling industry. It does not make sense after they have loyal customers who often use their services but did not tell anything about wanting to know where the funds come from. At least, if they want to do that, they can send an email to all of their customers and explain the situation. In this matter, I do not agree with them, but they can freeze the member's accounts. Hopefully, they will understand your situation.

But I think they had ANN in this forum, so they know that many members here are playing gambling and send the money to their site to withdraw into their bank's accounts.

You can check their ANN here

The last reply from one member was on July 2021 and no answer from CEX staff so maybe you can bump your case there. I hope that helps you to solve the case.

[Slow death]

Support got back to me and they said they froze my account so I can't withdraw, they want to know where the funds come from, the sad thing about it is that the funds are $63 and it's coming from stake.com. I gave them everything and they told me to wait and they're going to investigate the data I gave them, but what's so hard to look at a printe screem from my stake account and confirm that the bitcoin came from my cex.io account? this shouldn't take more than 30 minutes. but so far i haven't had any response from them

So right now, CEX.io has started investigating all incoming funds from the gambling industry. It does not make sense after they have loyal customers who often use their services but did not tell anything about wanting to know where the funds come from. At least, if they want to do that, they can send an email to all of their customers and explain the situation. In this matter, I do not agree with them, but they can freeze the member's accounts. Hopefully, they will understand your situation.

But I think they had ANN in this forum, so they know that many members here are playing gambling and send the money to their site to withdraw into their bank's accounts.

You can check their ANN here

The last reply from one member was on July 2021 and no answer from CEX staff so maybe you can bump your case there. I hope that helps you to solve the case.

I will post in this thread of theirs to see if they speed up this process of verifying the provenance of funds, they asked me to take a screen shot of my stake account and they are taking a long time to check what I said about the funds coming from the stake

[martina14]

Support got back to me and they said they froze my account so I can't withdraw, they want to know where the funds come from, the sad thing about it is that the funds are $63 and it's coming from stake.com. I gave them everything and they told me to wait and they're going to investigate the data I gave them, but what's so hard to look at a printe screem from my stake account and confirm that the bitcoin came from my cex.io account? this shouldn't take more than 30 minutes. but so far i haven't had any response from them

That's really strange actually, the exchanger support only will ask where your fund come from if the amount is huge, but its only below 100$.
Just like for example Binance, Kucoin, Gate.io and Bithumb global these platform are not asking where does our fund came from even your submitting any of your KYC but CEX.io was doing it. I smelled something fishy around this platform honestly speaking. Even you already passed your kyc and yet they've asked you to submit it again, isn't that's right?

[CEX]

Thank you for your post.

We would like to inform you that in accordance with the AML/KYC policy, our platform reserves the right to request additional data about the user, even if the user has successfully passed Identity/Address verification.

AML/KYC procedure is standard and designed to ensure that all funds on our exchange accounts are of legal and explainable origin. The main purpose of this check is to provide a secure trading environment for all of our users. You can find more detailed information here: https://cex.io/aml-kyc

We would also like to draw your attention to the fact that usually this procedure is completed quickly enough in the case the requested data is provided from the user in full and in a timely manner.

We sincerely thank you for your understanding and appreciate your cooperation in advance.

[Slow death]

I'm glad you said that:

We would also like to draw your attention to the fact that usually this procedure is completed quickly enough in the case the requested data is provided from the user in full and in a timely manner.

I delivered everything in just under 7 minutes, today we are on day 2 and support hasn't resolved my issue and I'm still blocked without making any withdrawals.

Just to remember:

Support asked me where the $61 came from and I was asked to take a screenshot of my stake.com account

I already replied that the funds came from stake.com and also immediately delivered the print screen and then I received this:



Is it necessary to take two days to review this information I gave?

[Strongkored]

Is it necessary to take two days to review this information I gave?

two days is actually quite a long time to get resolved from a service, but i've had experienced almost 5 days at other cex and this doesn't good sign, because the speed of resolving complaints should be be one of the assessments of whether a business is feasible to use or not, moreover you immediately provide all the information they ask for. hopefully it will be resolved soon and you can take the funds.

[Slow death]

Is it necessary to take two days to review this information I gave?

two days is actually quite a long time to get resolved from a service, but i've had experienced almost 5 days at other cex and this doesn't good sign, because the speed of resolving complaints should be be one of the assessments of whether a business is feasible to use or not, moreover you immediately provide all the information they ask for. hopefully it will be resolved soon and you can take the funds.

these guys are making me angry, now it's been 3 days without any response, it's taking 3 days to see where the 61$ that I already told them came from the stake comes from and I gave them a screenshot of my stake account and see that on the print screen there is the withdrawal and there is my name, it doesn't take 3 days to confirm something obvious that the 61$ came from the stake

I sent email and PM am waiting for response.

[carlfebz2]

Is it necessary to take two days to review this information I gave?

two days is actually quite a long time to get resolved from a service, but i've had experienced almost 5 days at other cex and this doesn't good sign, because the speed of resolving complaints should be be one of the assessments of whether a business is feasible to use or not, moreover you immediately provide all the information they ask for. hopefully it will be resolved soon and you can take the funds.

these guys are making me angry, now it's been 3 days without any response, it's taking 3 days to see where the 61$ that I already told them came from the stake comes from and I gave them a screenshot of my stake account and see that on the print screen there is the withdrawal and there is my name, it doesn't take 3 days to confirm something obvious that the 61$ came from the stake

I sent email and PM am waiting for response.

There's nothing we can do but to wait up and i know the feeling of waiting into something which should have be done earlier because most of these cases it doesnt really take 24 hours for them to respond on.

So you have complied and show up proofs and now its been 3 days? Their service is getting bad and thats why whenever i do met up some unfortunate events or hassles on a certain platform
then i do tend to transfer on other platforms.

I cant blame you though since you've been using this for years.Anytime they would really changed up their course.

[CEX]

Please be advised that the procedure on our platform is performed by our Compliance Officers and implies a thorough investigation of the information provided by the customer. We'd like to inform you that it is indeed not fast because the details are checked manually and with all due diligence.

But, what is the most important, absolutely all the messages from you are being checked and AML/KYC cases are never left aside until completed. It means that you'll be contacted by the team once the information you've provided is checked. Once again, it's a time- and effort-consuming process.

Moreover, the Compliance Team has regular working hours (not like the Support Team that is available 24/7).

We highly appreciate your patience and understanding!