CEX.IO refuses all my Bitcoin withdrawals

[magnetinik]

Gentlemen,
first of all thanks for accepting me on the forum. I am writing because I saw that a member of CEX.IO has an account here and maybe he can solve the problem that has been affecting me for a few days.
I signed up on CEX.IO after reading some positive reviews. I verified the account by providing all the required data and documents. I made a small Bitcoin deposit via VISA card and it was successful. Then I sent the Bitcoins to my FreeBitco.in address, and this is where the problems started. My first withdrawal was refused. I was asked to send two screenshots, one proving that the FreeBitcoin email was mine, the second proving that the Bitcoin address on FreeBitco.in matched the one used for the withdrawal. I provided these screenshots and retried the withdrawal. This was also rejected. I asked to the support for an explanation but got no answer. I thought maybe the problem was FreeBitco.in, so I retried the withdrawal using an address from my Coinbase account. Nothing to do: this withdrawal was also refused. Now I'm starting to get worried because there seems to be no way to withdraw these Bitcoins.

Have any of you had the same problem?

Right now I'm trying the withdrawal to FreeBitco.in again, but since this morning (many hours have passed) nothing has happened. If the member of CEX.IO support registered in the forum could give me a hand I would be grateful. Thank you.

My user id: up156945328

[Oshosondy]

Let us get your clearly. You bought bitcoin on CEX, sent the bitcoin to Freebitco. Now you withdraw from Freebitco, but not successful? Also you tried Coinbase, but not also successful? And your money was deducted?

[magnetinik]

No. It is CEX.IO that rejects my withdrawals. I attempted three withdrawals, one using the Coinbase address, and two using the FreeBitco.in address. All were rejected.

[Oshosondy]

No. It is CEX.IO that rejects my withdrawals. I attempted three withdrawals, one using the Coinbase address, and two using the FreeBitco.in address. All were rejected.

Send the issue in PM to their official account on this forum: https://bitcointalk.org/index.php?action=profile;u=148073. The account is still active as I checked it right now.

CEX

[DaveF]

How long between you bought the BTC and tried to withdraw? There is (was?) a hold time for purchases.
Also, they have stated the their compliance team if they are reviewing the transactions and your KYC documentation will take a while:

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!

Also, when making a scam accusation here use the proper format: https://bitcointalk.org/index.php?topic=260073.0

You don't have to include everything but the more detail the better.

-Dave

[Potato Chips]

There's also a 'possibility' that your withdrawal address was recognized belonging to a gambling website. Some CEXes tend to be hostile with such, hence I do suggest refraining from directly withdrawing/depositing to/from gambling websites in the future.

As others pointed, you'll probably receive a reply from their account here soon. They're pretty active last time i checked. In a worst case scenario, I think you can request to close your account and withdraw your funds.

[magnetinik]

There's also a 'possibility' that your withdrawal address was recognized belonging to a gambling website. Some CEXes tend to be hostile with such, hence I do suggest refraining from directly withdrawing/depositing to/from gambling websites in the future.

Yes, I thought so too. In fact, I also tried to withdraw on Coinbase, which is not a gambling site, but nothing has changed.

As others pointed, you'll probably receive a reply from their account here soon. They're pretty active last time i checked. In a worst case scenario, I think you can request to close your account and withdraw your funds.

I really hope not. I like CEX.IO very much, and I hope to resolve. Let's say I'm optimistic, at least for now...

P.S. Thank you very much also to the other users who intervened.

[khaled0111]

There's also a 'possibility' that your withdrawal address was recognized belonging to a gambling website. Some CEXes tend to be hostile with such, hence I do suggest refraining from directly withdrawing/depositing to/from gambling websites in the future.

Yes, I thought so too. In fact, I also tried to withdraw on Coinbase, which is not a gambling site, but nothing has changed.

This is most likely the reason why they rejected your withdrawal request and why they asked you to prove that the freebitco.in account is indeed yours (although I find this odd). If this is indeed the reason, it won't matter  which platform or wallet you will withdraw next, it will also get rejected.
And what about your verification level? It appears they have limits on how much you can withdraw based on your verification level.

[sheenshane]

So your money was stuck now on your Freebitco.in wallet, I'm right?
I'm confused why you still need CEX.io if you successfully withdraw your fund into Freebitco.in, your problem now is how to get your fund on Freebitco.in which you need to follow the advice above.  You need to contact their representative on this forum and hope you didn't violate their terms.  That's pretty common now in most centralized platforms, they enhance KYC verification before you'll successfully transact with them.

Have you read the terms on Freebitco.in?
It could be you violated it or there's a verifications requirements before you can withdraw, contact their support team.

[examplens]

I really hope not. I like CEX.IO very much, and I hope to resolve. Let's say I'm optimistic, at least for now...

P.S. Thank you very much also to the other users who intervened.

did you check, did you maybe receive a notification on the dashboard or on the email you use for CEX? they usually send information if there are any restrictions

So your money was stuck now on your Freebitco.in wallet, I'm right?
I'm confused why you still need CEX.io if you successfully withdraw your fund into Freebitco.in, your problem now is how to get your fund on Freebitco.in which you need to follow the advice above.  You need to contact their representative on this forum and hope you didn't violate their terms.  That's pretty common now in most centralized platforms, they enhance KYC verification before you'll successfully transact with them.

Have you read the terms on Freebitco.in?
It could be you violated it or there's a verifications requirements before you can withdraw, contact their support team.

you didn't understand well. failed to send coins from CEX at all, they are still there.

[Darker45]

I got curious with your case. I'm not really sure what's the particular issue. You've opened an account with them, passed KYC, made a deposit.

What does the withdrawal failure or rejection message say? Did you check your email for more explanation why your transaction was rejected?

This might have nothing to do with the withdrawal address belonging to a gambling site as others have hinted because you did the same withdrawal attempt with a Coinbase address and it was also rejected. If it is about the hold time that DaveF mentioned, then they should've just pointed that out instead of asking for proofs that the address you're withdrawing funds to is the right one and indeed yours. This is the one that made me really curious. Normally, exchanges don't care whether the withdrawal address you're putting is the right or wrong one or whether that belongs to your or not. For as long as it's a valid address, the transaction would proceed.

Anyway, PM CEX and I hope they will reply. Although it last posted in April, it was active until yesterday. And in its last post it says:

Also, our support team replies to every single request in a queue order and absolutely none of the queries remain unanswered.

[magnetinik]

What does the withdrawal failure or rejection message say? Did you check your email for more explanation why your transaction was rejected?

Nothing. The email only says that the withdrawal was refused without giving any explanation.

This might have nothing to do with the withdrawal address belonging to a gambling site as others have hinted because you did the same withdrawal attempt with a Coinbase address and it was also rejected. If it is about the hold time that DaveF mentioned, then they should've just pointed that out instead of asking for proofs that the address you're withdrawing funds to is the right one and indeed yours. This is the one that made me really curious. Normally, exchanges don't care whether the withdrawal address you're putting is the right or wrong one or whether that belongs to your or not. For as long as it's a valid address, the transaction would proceed.

Exactly! That's what I think too. I don't understand their curiosity to know if the destination address belongs to me or not. The way I see it, it's a really weird thing, never happened with other exchanges.
Yesterday, after posting here, another withdrawal was refused. Chat support told me they needed a screenshot of the full FreeBitco.in address, as it was cropped, not whole, in the previous screenshot. I took the screenshot with the full address clearly visible from the FreeBitco.in site and attached it via chat. They replied that everything should be fine now and that they would contact me "to give me further instructions". And that the withdrawals would remain limited until their contact. I do not understand. My account is verified (stage 1 and 2). With stage 2 I can withdraw up to $ 10,000 per day. I would love to know what the problem is. The only thing that comes to my mind is that I am a new user and they want to wait a few days before authorizing withdrawals. I can't think of anything else.


@sheenshane
No, all withdrawal FROM CEX.IO were rejected. Please, read carefully.

Thank you all for your comments and help.

[noorman0]

-snip-
The only thing that comes to my mind is that I am a new user and they want to wait a few days before authorizing withdrawals. I can't think of anything else.

If you look further at the fraud board, this is not the first time this has happened and it seems that they have not improved the quality of service over the years. In fact, what crossed my mind was that there was something wrong (or deliberately set that way) with their automation system which caused frequent freezing of user funds, and refused to give reasons (always) so that users (or potentials) would do the same thing next time.

[Oshosondy]

Exactly! That's what I think too. I don't understand their curiosity to know if the destination address belongs to me or not. The way I see it, it's a really weird thing, never happened with other exchanges.
Yesterday, after posting here, another withdrawal was refused. Chat support told me they needed a screenshot of the full FreeBitco.in address, as it was cropped, not whole, in the previous screenshot. I took the screenshot with the full address clearly visible from the FreeBitco.in site and attached it via chat. They replied that everything should be fine now and that they would contact me "to give me further instructions". And that the withdrawals would remain limited until their contact. I do not understand. My account is verified (stage 1 and 2). With stage 2 I can withdraw up to $ 10,000 per day. I would love to know what the problem is. The only thing that comes to my mind is that I am a new user and they want to wait a few days before authorizing withdrawals. I can't think of anything else.

It is said that CEX.io is against withdraw and deposit to a gambling site. Have you tried to withdraw to a noncustodial wallet first? Then you can send the money from noncustodial wallet to Freebitco instead which would be better. Or you tried that and it failed too?

Another is that you should know if the exchange you are using is actually Cex.io, hope not a fake one with different URL? You have already posted the URL here and you are correct, but try and check that again.

I will advice you to use other better exchange like Binance, OKX and some trustworthy ones instead of a disappointing one next time.

Hope you contacted their official account on this forum as I said above?

[magnetinik]

@noorman0

Yes, it is likely to be as you say.

It is said that CEX.io is against withdraw and deposit to a gambling site. Have you tried to withdraw to a noncustodial wallet first? Then you can send the money from noncustodial wallet to Freebitco instead which would be better. Or you tried that and it failed too?

I tried to withdraw on Coinbase too but the withdrawal was refused. In addition, support asked me to verify that the FreeBitco.in address was really mine, so I don't think that's the problem.

Another is that you should know if the exchange you are using is actually Cex.io, hope not a fake one with different URL? You have already posted the URL here and you are correct, but try and check that again.

Absolutely the URL is correct.

Hope you contacted their official account on this forum as I said above?

Yes, I contacted him yesterday.
Anyway they told me I would hear from them, but I don't understand why as I am verified and am just trying to transfer Bitcoins.

[magnetinik]

Good morning everyone. I am writing to inform you that nothing has changed. I am always waiting for communications from them and at the same time retrying withdrawals, but they continue to be refused. As is evident, no member of CEX.IO has replied to me here on the forum, neither publicly nor via PM. At this point I wait a few more days after which, if the problem is not solved, I will open a new thread in "Scam accusations". I specify that I have passed the stage 1 and 2 checks, so I can safely deposit and withdraw, even cryptocurrencies. I see no reason for withdrawals to be declined other than to keep the money in the account.

Thanks to everyone and have a good day.

[CEX]

Good morning everyone. I am writing to inform you that nothing has changed. I am always waiting for communications from them and at the same time retrying withdrawals, but they continue to be refused. As is evident, no member of CEX.IO has replied to me here on the forum, neither publicly nor via PM. At this point I wait a few more days after which, if the problem is not solved, I will open a new thread in "Scam accusations". I specify that I have passed the stage 1 and 2 checks, so I can safely deposit and withdraw, even cryptocurrencies. I see no reason for withdrawals to be declined other than to keep the money in the account.

Thanks to everyone and have a good day.

Hello!

Thanks for bringing this to our attention.

Our mission at CEX.IO is to safely connect people to opportunities in cryptocurrencies and decentralized finance, serving as a guide alongside their personal journey. We take this responsibility seriously. We value the trust placed in us. There are no shortcuts in our operations or ethics.

Throughout our company’s history, effective and trusted collaboration with global regulators has always been a top priority. Our teams are constantly working to maintain our compliance with evolving regulatory requirements and financial industry standards. You may learn more here: cex.io/legal-security

Although due diligence can take time, it's important to emphasize that your messages matter to us. Our team will contact you as soon as the information you’ve provided is thoroughly vetted. Still, we've already asked the team to check the case and update you at the nearest time.

We thank you for understanding and welcome you to contact us with any additional questions or comments.

[magnetinik]

Although due diligence can take time, it's important to emphasize that your messages matter to us. Our team will contact you as soon as the information you’ve provided is thoroughly vetted. Still, we've already asked the team to check the case and update you at the nearest time.

First of all, thank you for answering me, both here and in private.
What I would like to know, and for which I have not yet been given an answer, is WHAT you are checking.
I have passed stage 1 and 2 of the verification. Here is what is explained on your site:

Address verification

Address verification is a complete account verification level on CEX.IO. To apply for it, fill out a short application and provide a document confirming your residential address. It’ll take up to 5 minutes of your time.
Address verification enables:

Multiple payment methods: apart from debit/credit cards and cryptocurrencies, you’ll be able to use domestic and international bank transfers;
Increased account limits: deposits of up to $10,000 daily and withdrawals of up to $10,000 daily.

(The underline is mine)

So, according to your rules, I am already able to make deposits and withdrawals, I don't need any further checks. Stage 3 is pending but it is not necessary to be able to send Bitcoins. Did I get it wrong?

I wish you and the team a good day.

******

Update

I have been asked for screenshots of FreeBitco.in from desktop or laptop. I hope it's the right time.

[CEX]

Although due diligence can take time, it's important to emphasize that your messages matter to us. Our team will contact you as soon as the information you’ve provided is thoroughly vetted. Still, we've already asked the team to check the case and update you at the nearest time.

First of all, thank you for answering me, both here and in private.
What I would like to know, and for which I have not yet been given an answer, is WHAT you are checking.
I have passed stage 1 and 2 of the verification. Here is what is explained on your site:

Address verification

Address verification is a complete account verification level on CEX.IO. To apply for it, fill out a short application and provide a document confirming your residential address. It’ll take up to 5 minutes of your time.
Address verification enables:

Multiple payment methods: apart from debit/credit cards and cryptocurrencies, you’ll be able to use domestic and international bank transfers;
Increased account limits: deposits of up to $10,000 daily and withdrawals of up to $10,000 daily.

(The underline is mine)

So, according to your rules, I am already able to make deposits and withdrawals, I don't need any further checks. Stage 3 is pending but it is not necessary to be able to send Bitcoins. Did I get it wrong?

I wish you and the team a good day.

******

Update

I have been asked for screenshots of FreeBitco.in from desktop or laptop. I hope it's the right time.

Thanks for your question.

Please check this article: https://support.cex.io/en/articles/5679414-source-of-funds as it will clarify the details for you.

We cannot disclose all the information here due to security reasons. Your understanding is highly appreciated!

[magnetinik]

In my case, however, we are talking about the destination of the funds, since the deposit had no problems.
Thanks for your amazing kindness, I really appreciate it.