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

[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.