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?

[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.