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

[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

[1714943997]

1714943997

[1714943997]

1714943997

[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.