CEX.IO does't let me to use my wallet

[velodimir]

hi everyone

I live in Bulgaria for more than 10 years - have a permanent EU residence card.
Registered on cex.io in 2017, User ID: up111959076

A couple years ago I've sold all of my crypto and left all my fiat money at cex.io account till 2024.
2 weeks ago I've decided to set some new orders and suddenly faced with an additional requests concerning my residence, source of deposites and so on.
Ok, I've sent them every necessary docs & infos.
Since then - no answer on email, neither on their live chat:

What do you think I should do to get back to control my account?

[1714956851]

1714956851

[1714956851]

1714956851

[dimonstration]

I heard CEX.io before this exchange is not that popular here in the forum since most user here use decentralized exchange or the top exchange only when it comes to CEX such as Binance.

If I’m on your situation then I will keep contacting them through their live support until I get a decent answer. If all that you mention above doesn’t gave you any response then I suggest to try contacting them through their telegram group https://t.me/CEX_IO until an admin notice your concern and help you. Nothing beats public complaint to get the attention of their support.

You can check their other social media link on the bottom page of their website https://cex.io/

[Orpichukwu]

I heard CEX.io before this exchange is not that popular here in the forum since most user here use decentralized exchange or the top exchange only when it comes to CEX such as Binance.

Cex is popular here, maybe to some, as I can see their ANN is even active and their reps have been replying to messages and threads where people are being accused of crimes.
https://bitcointalk.org/index.php?topic=318010.0
 
Using a centralised exchange and leaving your money with them for a long time is very risky. What if, at the time, you left the money in fiat and came back to notice that the exchange was no longer existing? It's not always safe to leave your crypto on a crypto exchange for a long period of time.
 
@Op will advise you to send this thread link to their main thread and look forward to their reply, as the representative is active and was live yesterday here on the forum. Let's hope to see a positive response from them.

[holydarkness]

Do you mind completing the info with the recommended format as below, and add more chat logs or proof while you're at it? I'll try to PM their representative and notify them about this thread, see if they will come and give their side.

Code:

[b][color=black]What happened:: [/color][/b]

[b][color=black]Scammers Profile Link: [/color][/b]

[b][color=black]Reference Link: [/color][/b]
[b][color=black]Amount Scammed: [/color][/b]
[b][color=black]Payment Method: [/color][/b]
[b][color=black]Proof of Payment: [/color][/b]
[b][color=black]PM/Chat Logs: [/color][/b]
[b][color=black]Additional Notes: [/color][/b]

[examplens]

cex.io is one of the older exchanges, which are still operational. I've used them before, and I can't say that I had major problems working with them.
I don't know exactly when your account was, but in the meantime, mandatory KYC was introduced, so there is a possibility that this is the issue. Your inactivity is certainly one of the reasons why they are asking for an additional check. They want to make sure that you are the original owner of the account.

They are quite present on social platforms, as well as here. As far as I can see last time 1st February this year.
You should mention or contact them on their official account: https://bitcointalk.org/index.php?action=profile;u=148073
Or Twitter: https://twitter.com/cex_io

I will send them a notice on Twitter about this thread
edit: https://x.com/PromoCrypto/status/1753821432578965971?s=20

[ScamViruS]

CEX.io representative exists on this forum, also in the past CEX.io users have resolved those complaints by posting their issues on this forum. I sent CEX.io representative a PM about the user's problem and they worked on the issue seriously and at one point the user got his funds back. Your issue is different but hopefully CEX.io will also look into your problem and decide to refund your funds. CEX.io representative is offline now. Once he comes online, he may be able to update you on the current status of your complaint. As you may have realized by now, funds should not be kept in the exchange for such a long time.

[velodimir]

CEX.io representative exists on this forum, also in the past CEX.io users have resolved those complaints by posting their issues on this forum. I sent CEX.io representative a PM about the user's problem and they worked on the issue seriously and at one point the user got his funds back. Your issue is different but hopefully CEX.io will also look into your problem and decide to refund your funds. CEX.io representative is offline now. Once he comes online, he may be able to update you on the current status of your complaint. As you may have realized by now, funds should not be kept in the exchange for such a long time.

thank you for your assistance!
the reason so long time my money were keeping there - I've set some orders for all of my fiat amount - so I just waited till orders will be fulfiled.

Hope, soon I will get a support from CEX.IO.

Thank you!

[dimonstration]

I heard CEX.io before this exchange is not that popular here in the forum since most user here use decentralized exchange or the top exchange only when it comes to CEX such as Binance.

Cex is popular here, maybe to some, as I can see their ANN is even active and their reps have been replying to messages and threads where people are being accused of crimes.
https://bitcointalk.org/index.php?topic=318010.0
 
Using a centralised exchange and leaving your money with them for a long time is very risky. What if, at the time, you left the money in fiat and came back to notice that the exchange was no longer existing? It's not always safe to leave your crypto on a crypto exchange for a long period of time.
 
@Op will advise you to send this thread link to their main thread and look forward to their reply, as the representative is active and was live yesterday here on the forum. Let's hope to see a positive response from them.

By means of popular meaning many user using it. I knew this exchange too because it’s an old but I doubt we can’t categorize them as popular as Binance since the exchange volume is not that high. Even their thread is not that active and the only time it gets some activity is when there’s some complaints about this exchange.

But it’s nice to see that their representative is still active here since the account last login is last February 1 while the last concern on their ANN thread was resolved.

I’m retracting now my previous suggestion and I agree that contacting representative here is the best route to solve this issue.

By any chance, is this exchange related to CCEX which is one of the popular exchanges before around 2014 to 2015?

[ScamViruS]

CEX.io representative exists on this forum, also in the past CEX.io users have resolved those complaints by posting their issues on this forum. I sent CEX.io representative a PM about the user's problem and they worked on the issue seriously and at one point the user got his funds back. Your issue is different but hopefully CEX.io will also look into your problem and decide to refund your funds. CEX.io representative is offline now. Once he comes online, he may be able to update you on the current status of your complaint. As you may have realized by now, funds should not be kept in the exchange for such a long time.

thank you for your assistance!
the reason so long time my money were keeping there - I've set some orders for all of my fiat amount - so I just waited till orders will be fulfiled.

Hope, soon I will get a support from CEX.IO.

Thank you!

Since they have taken the necessary information from you, they may be verifying that information now and after verifying that information, they can come to a decision. You have done a good job by posting about your problem in this forum, it is the most effective way to get your message to their management level to resolve this complaint. You have not shared any information about the amount of your funds that they have locked. It is important to mention the amount while creating Scam accusation.

[yahoo62278]

If you have gone 7 years without using the account, they may have closed or disabled the account. Some sites will completely close an account if it hasn't been accessed or used in over 1 year. Maybe examplens will get a reply or a rep to come here and give some answers. Good luck.

[examplens]

If you have gone 7 years without using the account, they may have closed or disabled the account. Some sites will completely close an account if it hasn't been accessed or used in over 1 year. Maybe examplens will get a reply or a rep to come here and give some answers. Good luck.

I don't think they closed his account, regardless of inactivity, especially if he had funds there.

By any chance, is this exchange related to CCEX which is one of the popular exchanges before around 2014 to 2015?

They have nothing in common except the similarity in name. Otherwise, C-CEX ended up with a scam mark.

[velodimir]

Since they have taken the necessary information from you, they may be verifying that information now and after verifying that information, they can come to a decision.

I hope so. But they also should:
1. inform me about verification estimated time
2. since I haven't been informed about that time - they should answer my questions concerning this issue

It is important to mention the amount while creating Scam accusation.

If nessessary - I will upload the screenshot of all of my funds there. It's pretty a lot of money, for sure.
I didn't still mentioned the amount because this issue, I believe, is not about some kind of transaction - it's more about an additional verification & customer communication problems, that, for sure, we will fix, as I have such a kind support from you.

thank's a lot!
and sorry, that I can not answer to everyone, because of posting-pause settings in that forum for me, as for the beginner.

[holydarkness]

If nessessary - I will upload the screenshot of all of my funds there. It's pretty a lot of money, for sure.
I didn't still mentioned the amount because this issue, I believe, is not about some kind of transaction - it's more about an additional verification & customer communication problems, that, for sure, we will fix, as I have such a kind support from you.

We asked for supporting evidence and a mention of the amount being involved to get a better understanding on your situation. If you're not comfortable mentioning the amount right now, you can perhaps add some screenshots of your conversation with them?

thank's a lot!
and sorry, that I can not answer to everyone, because of posting-pause settings in that forum for me, as for the beginner.

You can multi-quote, replying to several posts in single reply. Below the "compose reply" box, you'll see list of most recent posts. Hit "insert quote" and you'll insert that person's post [quoting them] inside your post. If you want to add a post that is not on the "list" below, you can open the thread in a new page, click "quote" on the post you want to insert to your post, and cut-and-paste them to your "compose reply" box.

[JeromeTash]

I am not a CEX.io user but based on what I have observed in the past, especially with their forum representative account, they are quiet very responsive and in most cases the outcome is positive. What I would suggest is you just be patient a bit if you already contacted or PMed their forum account. They will try to expedite the process and get the feedback to you as fast as possible.

[PX-Z]

I hope so. But they also should:
1. inform me about verification estimated time
2. since I haven't been informed about that time - they should answer my questions concerning this issue

It's been how many days since you message them? I knew some exchange do mke like 1-5 days depends on the exchange, but sometimes' the result is within a day.

Just like everyone said, waiting is your top priority. You could follow up them in their social media handles https://www.facebook.com/CEX.IO and https://twitter.com/cex_io, lastly on their support page https://support.cex.io/en/

[velodimir]

...  how many days since you message them? I knew some exchange do mke like 1-5 days depends on the exchange, but sometimes' the result is within a day.

16 days ago I've sent them 2 notary docs concerning selling&buying some appartments, proving my EU residence & source of income.
Since then - only my patience)
I was born in USSR - probably that is the reason of so long pause from CEX.io.
The only thing I want by now - to know exactly when will they answer.
I am ready to send them any of nessessary docs - during of my 11 years living in Bulgaria I got a lot of them.

So,  by now the CEX.io account in this forum is offline, last seen 3 days ago.
Hope, tomorrow, monday, the start of the new week - they will come here and clean that case.

[PX-Z]

16 days ago I've sent them 2 notary docs concerning selling&buying some appartments, proving my EU residence & source of income.
Since then - only my patience)
I was born in USSR - probably that is the reason of so long pause from CEX.io.
The only thing I want by now - to know exactly when will they answer.
I am ready to send them any of nessessary docs - during of my 11 years living in Bulgaria I got a lot of them.

That's quite irresponsible of them for letting you in hang without giving any update for that long time regardless of where is your location or your place of birth as long its not restricted and against their ToS.

by now the CEX.io account in this forum is offline, last seen 3 days ago.
Hope, tomorrow, monday, the start of the new week - they will come here and clean that case.

I expect them to reply and be active on weekdays.

[NotATether]

Also if CEX is based in Russia and you're trying to send them an email then make sure that you're not using proton, tutanota, or some other privacy email provider because those get blocked and filtered out on the way to Russia. Not sure if that's what you're doing but just saying.

[CEX]

Hi there.

Due to global sanctions on Russia and Belarus, CEX.IO, as a regulated entity, has implemented temporary measures. These include the suspension of deposits, withdrawals, and trading for accounts held by users residing in Russia and Belarus. I've observed that the support team has requested additional verification information from you, which you've provided. Your case is presently being reviewed by our compliance team, and I've escalated it for urgent attention. You can expect updates soon.

[Gladitorcomeback]

Hi there.

Due to global sanctions on Russia and Belarus, CEX.IO, as a regulated entity, has implemented temporary measures. These include the suspension of deposits, withdrawals, and trading for accounts held by users residing in Russia and Belarus. I've observed that the support team has requested additional verification information from you, which you've provided. Your case is presently being reviewed by our compliance team, and I've escalated it for urgent attention. You can expect updates soon.

Good to see that Cex.io Bitcointalk account is active and trying to resolve the customers issues. I hope that OP issue will be now resolved very soon. I also request OP to update community about what happen in this case.

May I ask one question, why CEX.io has not direct verification system yet? some days ago I  faced same issue where OKX exchange ask me re-verification but it was all happened in OKX exchange (not through email) and verification completed in 30 seconds. Cex.io should also work on it to make their system smooth for users.

[examplens]

Hi there.

Due to global sanctions on Russia and Belarus, CEX.IO, as a regulated entity, has implemented temporary measures. These include the suspension of deposits, withdrawals, and trading for accounts held by users residing in Russia and Belarus. I've observed that the support team has requested additional verification information from you, which you've provided. Your case is presently being reviewed by our compliance team, and I've escalated it for urgent attention. You can expect updates soon.

Pretty slow, but you're still there.

I hope it will be resolved in favour of user velodimir, you cannot block funds from someone who had trust in you and deposited on your platform.

May I ask one question, why CEX.io has not direct verification system yet? some days ago I  faced same issue where OKX exchange ask me re-verification but it was all happened in OKX exchange (not through email) and verification completed in 30 seconds. Cex.io should also work on it to make their system smooth for users.

It was a long time ago when I went through KYC on the CEX platform and as far as I remember, everything was quite automated and in a very short time. I am not sure what has changed in the meantime, so it has become a complicated process, but I noticed that there are a lot of similar complaints for some other exchanges.

[holydarkness]

Hi there.

Due to global sanctions on Russia and Belarus, CEX.IO, as a regulated entity, has implemented temporary measures. These include the suspension of deposits, withdrawals, and trading for accounts held by users residing in Russia and Belarus. I've observed that the support team has requested additional verification information from you, which you've provided. Your case is presently being reviewed by our compliance team, and I've escalated it for urgent attention. You can expect updates soon.

So I believe this is a misunderstanding due to OP's nationality [he was born in Russia]? Because he's currently [if we assume his story is valid] not living in the sanctioned regions.

[velodimir]

Hi there.

Due to global sanctions on Russia and Belarus, CEX.IO, as a regulated entity, has implemented temporary measures. These include the suspension of deposits, withdrawals, and trading for accounts held by users residing in Russia and Belarus. I've observed that the support team has requested additional verification information from you, which you've provided. Your case is presently being reviewed by our compliance team, and I've escalated it for urgent attention. You can expect updates soon.

hi, thanks for your response here.
also, yestarday I've recieved one from your collegue via email, again without exact period of reviewing:

"
Hello Vladimir,
Thanks for getting back to us.

The matter with all the details has already been escalated to the person in charge and the case is already being checked.
Please allow us some time and once we receive any updates we will, at the moment, contact you about that and provide you with further steps or the resolution.
We do rely on your enormous understanding🙂

Thanks for your patience."

ok, I'll be waiting, no other opition)

and, again, guys, I thank you all, everyone here for your support

[JeromeTash]

hi, thanks for your response here.
also, yestarday I've recieved one from your collegue via email, again without exact period of reviewing:

I guess you will just have to wait, and hopefully they don't take too long? How long has it now been since they started reviewing your KYC details?
Eventually, they would still have to give you back your funds once the reviewing process is done.

[tabas]

By any chance, is this exchange related to CCEX which is one of the popular exchanges before around 2014 to 2015?

Not sure with that but CEX.io has been launched since 2013 and I was about to comment that they're always what I see to reply to the complaints of their users and reading the thread didn't disappoint me.

ok, I'll be waiting, no other opition)

and, again, guys, I thank you all, everyone here for your support

It's nice that they've replied to you and also answered you through their email and that's all you have to do right now. Wait.
Usually, with these exchange, they won't confiscate your fund if they are genuinely yours and they've halted your withdrawals and other processes. Since the rep said that they've sent this to the compliance team or rightful team to review your concern as an urgent matter, then lean on that words they've said because there's nothing pretty much we can do if they're on the process.

[ScamViruS]

ok, I'll be waiting, no other opition)

and, again, guys, I thank you all, everyone here for your support

You got the reply, hope they will check everything soon and solve your problem. Cex.io representative has also already replied to you, which means that their team has taken this issue seriously regarding your problem. This is a lesson to all crypto users why not to keep funds in exchanges for long term, as exchanges change their T&C from time to time if they face any kind of legal problems. Anyway, hope they solve your problem soon, so wait for their next reply.

[NotATether]

Hi there.

Due to global sanctions on Russia and Belarus, CEX.IO, as a regulated entity, has implemented temporary measures. These include the suspension of deposits, withdrawals, and trading for accounts held by users residing in Russia and Belarus. I've observed that the support team has requested additional verification information from you, which you've provided. Your case is presently being reviewed by our compliance team, and I've escalated it for urgent attention. You can expect updates soon.

But OP has been living in Bulgaria and using your service there, not in Russia or Belarus.

[velodimir]

Hi there.

Due to global sanctions on Russia and Belarus, CEX.IO, as a regulated entity, has implemented temporary measures. These include the suspension of deposits, withdrawals, and trading for accounts held by users residing in Russia and Belarus. I've observed that the support team has requested additional verification information from you, which you've provided. Your case is presently being reviewed by our compliance team, and I've escalated it for urgent attention. You can expect updates soon.

But OP has been living in Bulgaria and using your service there, not in Russia or Belarus.

exactly!
I've opened an account in cex.io from Bulgaria many years before any sanctions, filled it with the money from my bulgarian bank account, all of my logins were from Bulgaria and so on.
not even a single connection with my russian origin.
that's why mentioning sanctions on Russia is not relevant. IMHO.

[examplens]

Hi there.

Due to global sanctions on Russia and Belarus, CEX.IO, as a regulated entity, has implemented temporary measures. These include the suspension of deposits, withdrawals, and trading for accounts held by users residing in Russia and Belarus. I've observed that the support team has requested additional verification information from you, which you've provided. Your case is presently being reviewed by our compliance team, and I've escalated it for urgent attention. You can expect updates soon.

But OP has been living in Bulgaria and using your service there, not in Russia or Belarus.

Perhaps he is an overly rich oligarch who, as an individual, is under sanctions and on the blacklist. 

that's why mentioning sanctions on Russia is not relevant. IMHO.

Of course, sanctions against Russia should not be the reason in your case. Maybe they can ban you from using the platform, but they must certainly allow you to withdraw your funds.

[velodimir]

Perhaps he is an overly rich oligarch who, as an individual, is under sanctions and on the blacklist. 

Of course, sanctions against Russia should not be the reason in your case. Maybe they can ban you from using the platform, but they must certainly allow you to withdraw your funds.

If I were a Russian oligarch, I would spend these stuck funds in a week or a day)
I'm not even a Bulgarian oligarch
My funds there could allow me to buy a 1-room studio.

Guys, trace carefully all of santions around - who knows what kind of them you might face tomorrow)))

[CEX]

Hi there.

Due to global sanctions on Russia and Belarus, CEX.IO, as a regulated entity, has implemented temporary measures. These include the suspension of deposits, withdrawals, and trading for accounts held by users residing in Russia and Belarus. I've observed that the support team has requested additional verification information from you, which you've provided. Your case is presently being reviewed by our compliance team, and I've escalated it for urgent attention. You can expect updates soon.

Good to see that Cex.io Bitcointalk account is active and trying to resolve the customers issues. I hope that OP issue will be now resolved very soon. I also request OP to update community about what happen in this case.

May I ask one question, why CEX.io has not direct verification system yet? some days ago I  faced same issue where OKX exchange ask me re-verification but it was all happened in OKX exchange (not through email) and verification completed in 30 seconds. Cex.io should also work on it to make their system smooth for users.

There are different types of verifications on our platform. Since each case is individual, it might take a different time to get verified. This exact case requires more attention from the side of the Compliance team for the reason I described above. That's all the info I can share from my side.

[holydarkness]

There are different types of verifications on our platform. Since each case is individual, it might take a different time to get verified. This exact case requires more attention from the side of the Compliance team for the reason I described above. That's all the info I can share from my side.

Eh? This case is not solved yet and your compliance team is still verifying? I thought with OP being from non-sanctioned country and he supplied your team with supporting documents, it can be easily tackled, especially as your team expedited his ticket. Is there other things that your team needed from OP or other steps currently they undergo?

[velodimir]

... I thought with OP being from non-sanctioned country and he supplied your team with supporting documents, it can be easily tackled...

since I was born in Russia (USSR) - it doesn't matter where (Bulgaria) and for how long (11 years without a break) I'm living - "you're under suspicion"!

[holydarkness]

... I thought with OP being from non-sanctioned country and he supplied your team with supporting documents, it can be easily tackled...

since I was born in Russia (USSR) - it doesn't matter where (Bulgaria) and for how long (11 years without a break) I'm living - "you're under suspicion"!

That shouldn't be the problem, the suspension of activities on their platform due to the sanction are limited to the people residing in Russia and Belarus. Unless you can't provide a concrete evidence that you're accessing and currently residing in Bulgaria, the limitation shouldn't be applied to you.

What's the last thing they said to you regarding this matter?

Hi there.

Due to global sanctions on Russia and Belarus, CEX.IO, as a regulated entity, has implemented temporary measures. These include the suspension of deposits, withdrawals, and trading for accounts held by users residing in Russia and Belarus. [...]

[velodimir]

That shouldn't be the problem, the suspension of activities on their platform due to the sanction are limited to the people residing in Russia and Belarus. Unless you can't provide a concrete evidence that you're accessing and currently residing in Bulgaria, the limitation shouldn't be applied to you.

What's the last thing they said to you regarding this matter?

I've provided them official contract of buying appartment I currently live in + contracts of selling previous appartments + bulgarian permanent resistence card + bulgarian driver licence + bulgarian bank account statement.

yesterday they asked me to provide the ownership of my another appartments in Sofia which I use in airb'n'b + my bulgarian firm bank account statement.

so, it's not enough for them to make sure of my place of residence, now they need to check where I get my money from.

ok, sending it.

[NotATether]

I've provided them official contract of buying appartment I currently live in + contracts of selling previous appartments + bulgarian permanent resistence card + bulgarian driver licence + bulgarian bank account statement.

yesterday they asked me to provide the ownership of my another appartments in Sofia which I use in airb'n'b + my bulgarian firm bank account statement.

so, it's not enough for them to make sure of my place of residence, now they need to check where I get my money from.

ok, sending it.

Good luck. Although it is not clear to me how many more documents are they going to ask for or how they even verify this kind of information.

CEX seems to utilize the standard ID document + bank statement combination, which seem to be automated. I'm not sure if the source of funds part is also automated but it looks to me like a human is looking at these documents manually.

[CEX]

Hi there.

Due to global sanctions on Russia and Belarus, CEX.IO, as a regulated entity, has implemented temporary measures. These include the suspension of deposits, withdrawals, and trading for accounts held by users residing in Russia and Belarus. I've observed that the support team has requested additional verification information from you, which you've provided. Your case is presently being reviewed by our compliance team, and I've escalated it for urgent attention. You can expect updates soon.

Good to see that Cex.io Bitcointalk account is active and trying to resolve the customers issues. I hope that OP issue will be now resolved very soon. I also request OP to update community about what happen in this case.

May I ask one question, why CEX.io has not direct verification system yet? some days ago I  faced same issue where OKX exchange ask me re-verification but it was all happened in OKX exchange (not through email) and verification completed in 30 seconds. Cex.io should also work on it to make their system smooth for users.

At CEX.IO, we take compliance extremely seriously, which unfortunately slows down the verification process. On the plus side, you can rest assured that we do everything by the book. Your safety matters more to us than our profits - that’s why clients' patience is key.

[examplens]

At CEX.IO, we take compliance extremely seriously, which unfortunately slows down the verification process. On the plus side, you can rest assured that we do everything by the book. Your safety matters more to us than our profits - that’s why clients' patience is key.

This process takes more than a month, which is too much.
I am interested in what would happen if the situation were reversed and you were waiting for the user to return your funds. Would it be comforting to you that patience was key?
Would it be reasonable if you paid some compensation to the user for the entire time of keeping his money?

With due respect, (I already indicated this earlier) I often see many complaints about complications with withdrawal on your platform. At that time, you promised that you would improve it, but I see that there is nothing happened.

[velodimir]

This process takes more than a month, which is too much.
I am interested in what would happen if the situation were reversed and you were waiting for the user to return your funds. Would it be comforting to you that patience was key?

after 9 days I've sent them docs, recieveing their answer:

"Hi Vladimir,
Thank you for your documents and I am sorry for the delayed reply!
I have transferred the provided information to my colleagues from the relevant department for further consideration. We will get back to you as soon as we receive an update.
Your patience is greatly appreciated".

no words...

[ScamViruS]

after 9 days I've sent them docs, recieveing their answer:

"Hi Vladimir,
Thank you for your documents and I am sorry for the delayed reply!
I have transferred the provided information to my colleagues from the relevant department for further consideration. We will get back to you as soon as we receive an update.
Your patience is greatly appreciated".

no words...

Since you got a reply and assured you that they are working on your document, let them do as they are. In fact, document verification should not have taken so much time if they were really serious about this problem.

You have to be patient now as the problem has become very difficult, there is no other option for you. But it's good to hear that they are continuing to contact you so hopefully they will find a solution to your problem.

[velodimir]

Since you got a reply and assured you that they are working on your document, let them do as they are. In fact, document verification should not have taken so much time if they were really serious about this problem.

today they asked me to provide a document about my bulgarian company.
ok, went to the bulgarian tax agency for the fresh reference and sent it to cex.io

[ScamViruS]

Since you got a reply and assured you that they are working on your document, let them do as they are. In fact, document verification should not have taken so much time if they were really serious about this problem.

today they asked me to provide a document about my bulgarian company.
ok, went to the bulgarian tax agency for the fresh reference and sent it to cex.io

Let's see if they verify this document and allow you to withdraw your funds. Exchange holds your funds so you have to work with them to get your funds back. Here the exchange rules are trying to solve your problem, and since they are still connected with you it means that your problem will be solved very soon. So be patient and wait for what they say about the next update.

[velodimir]

So be patient and wait for what they say about the next update.

How patient can I be?
They got everything proving my EU location.
No any news last 12 days.

[xtopten]

According to EU laws, no exchange has the right to freeze your funds. Even if it is found that you are from a sanctioned country, like all reputable exchanges, they should release your funds and not serve you after that. They block your money with the policy and promise of customer security.

[velodimir]

According to EU laws, no exchange has the right to freeze your funds. Even if it is found that you are from a sanctioned country, like all reputable exchanges, they should release your funds and not serve you after that. They block your money with the policy and promise of customer security.
You can file a complaint with the Federal Police and all its members, especially the CEO (Oleksandr Lutskevych) linkenin : https://www.linkedin.com/in/olutskevych, should be punished and compensated.

It seems that I should do that, CEX.IO just imitating assistance.
Can you send me some links and maybe examples where & how exactly to post a complaint?
Is it useful to involve an attorney or I can handle it by myself?

[348Judah]

Someone also make a post concerning same exchange with his serious challenges he had with them, you can read from his thread under this quote below.

I recently encountered a disheartening situation while using the cryptocurrency exchange platform CEX.IO. Having been a user for approximately six months, I initially had a positive experience. However, when I attempted to withdraw my funds, things took an unexpected turn.

I will first start with advising that if you are willing to make use of an exchange, try to know their advantages and disadvantages, try to understand the risk in using them because they are custodial means of storage and you cannot recover your fund with them if anything should happened or transpired between you both, the make use of a reputable exchange if you're into trading and don't store your asset on them if you're holding for long.

[examplens]

OP, any update about your case?

I live in Bulgaria for more than 10 years - have a permanent EU residence card.
Registered on cex.io in 2017, User ID: up111959076

I was reading this again. If you have been in Bulgaria for more than 10 years, and your account on CEX.io is "only" 7 years old. Does that mean that you had all the Bulgarian documents at the time of registration?
If so, then no amount of ascensions can be a justification for this circus that they are arranging for you.


I'm thinking about it, and I'll probably start scam accusations against them. Earlier I pointed out to them the problem with their slowness when it comes to withdrawing funds from their platform. It seems that it has become common with them.

A year ago, always the same thing. It is certainly not a coincidence or a complicated case.

CEX.IO is a regulated crypto platform. Throughout our company’s history, effective and trustworthy collaboration with 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 check details at: cex.io/legal-security

as if we didn't understand each other very well. I did not cast any doubt on your legality as a crypto platform, I'm just stating what I've noticed as a frequent occurrence when it comes to your platform. users are waiting too long for direct answers and problem-solving from you.
in addition to this thread, here are two more recent examples that I saw on the last day.

Waiting reply 7 days
User id: up159022901

I finally got a reply after 7 days of waiting. Now that I replied I have once again been waiting another 7 days. I am so irritated at this point. I just want to get my funds off of this website and can't until my verification is approved.

https://www.reddit.com/r/cexio/comments/129ohnf/waiting_reply_7_days/

Going on week three CEX.IO
It as been 3 weeks since funds were withheld from me by CEXIO. I turned in everything I've ask for, had little to no reply and now am being told they still have to review everything. I am asking nicely for the last time before this turn very ugly with my lawyer and my honest reviews I will be post everywhere. Please grant me my withdrawal.]

User ID up119981474

https://www.reddit.com/r/cex_io/comments/12acnad/going_on_week_three_cexio/

if we often encounter such things, it triggers some warnings for using your platform. Otherwise, I am an early user of yours, personally, I have never had a problem with your platform (and at the moment I have some funds on my CEX.io account), but the practice of not responding to users for several weeks puts a big question mark next to your name.
I will emphasize again, many platforms do not even allow a deposit without KYC and thus avoid complications during the withdrawal process. you should seriously consider that policy.

It’s important to mention that the team always tries to improve the existing procedures and make them faster and smoother for the customers.

It seems that the team is not doing the best because the problem still exists.

[velodimir]

OP, any update about your case?

I live in Bulgaria for more than 10 years - have a permanent EU residence card.
Registered on cex.io in 2017, User ID: up111959076

I was reading this again. If you have been in Bulgaria for more than 10 years, and your account on CEX.io is "only" 7 years old. Does that mean that you had all the Bulgarian documents at the time of registration?
If so, then no amount of ascensions can be a justification for this circus that they are arranging for you.


I'm thinking about it, and I'll probably start scam accusations against them. Earlier I pointed out to them the problem with their slowness when it comes to withdrawing funds from their platform. It seems that it has become common with them.

A year ago, always the same thing. It is certainly not a coincidence or a complicated case.

[/quote]

no any updates since 29/02 - 17 days of silence!
today I tried to reach the wallet and discovered that my status is Unverified!

after all these documents!

verified myself again - and still:

"We're not there yet but might be coming soon!
Unfortunately, we’re not providing our service in your country yet".

[velodimir]

At CEX.IO, we take compliance extremely seriously, which unfortunately slows down the verification process. On the plus side, you can rest assured that we do everything by the book. Your safety matters more to us than our profits - that’s why clients' patience is key.

It's been 3 weeks since the last message!
My question about it is not seen for 2 days!
CEX.IO - is it normal?
https://i.postimg.cc/tJXL0n7G/2024-03-21-09-08-40.png

[ScamViruS]

At CEX.IO, we take compliance extremely seriously, which unfortunately slows down the verification process. On the plus side, you can rest assured that we do everything by the book. Your safety matters more to us than our profits - that’s why clients' patience is key.

It's been 3 weeks since the last message!
My question about it is not seen for 2 days!
CEX.IO - is it normal?

They have not resolved your case yet which is really frustrating for a user when his funds are stuck in that exchange. The previous complaints against this exchange were resolved in time, but I don't understand why they are taking so much time this time. When a support agent doesn't see a message for two days, lower your expectations for a quick reply and let them work until they finish all their investigations and give you a chance to withdraw your funds.

I know it's hard to be patient in this situation but give them more time to complete your work till your problem is solved.

[examplens]

At CEX.IO, we take compliance extremely seriously, which unfortunately slows down the verification process. On the plus side, you can rest assured that we do everything by the book. Your safety matters more to us than our profits - that’s why clients' patience is key.

It's been 3 weeks since the last message!
My question about it is not seen for 2 days!
CEX.IO - is it normal?

I was previously convinced that they lack the capacity to manage all user requests. It seems so because they have open positions for a Compliance Officer https://cexio.bamboohr.com/careers/296
This certainly does not justify their bad attitude towards their users and justifies the recommendation to avoid this exchange. Quite disappointing.

I will try again via Twitter to remind them about this case.

[velodimir]

I will try again via Twitter to remind them about this case.

I's been 1 month since CEX.io recieved last docs.
2 months ago I started to send them all the needed.
Their support didn't read my questions for 2 weeks.

They now have got everything about my bulgarian residence and there's no anything else they can ask additionally.
Probably we may admit - they simply don't want to let me use my money.

Any suggetions?

[examplens]

I's been 1 month since CEX.io recieved last docs.
2 months ago I started to send them all the needed.
Their support didn't read my questions for 2 weeks.

They now have got everything about my bulgarian residence and there's no anything else they can ask additionally.
Probably we may admit - they simply don't want to let me use my money.

Any suggetions?

I poked at them on Twitter and Reddit, we will see if they are interested in it at all. A very sad story for an exchange.

I don't know what the amount is, but have you thought about consulting with lawyers? Cex.io is a legitimately registered service, and as far as I know, Bulgaria is a full member of the EU, so such a process could be feasible.