Gate.io blocked my funds and the problem has not been resolved for more a month

[_Dima_]

Several years ago I used the services of gate.io. After a long break, I decided to use this exchange again. But when I transferred USDT, the exchange blocked the funds and for a month now they have not done anything, they only answer me in a ticket that they are looking into my question.

The country, city, email and phone number have not changed alsough 2FA not changed and it's enabled ))) I don’t think there could be any questions about the account being hacked.

The funds were transferred through the correct blockchain and appear in my spot wallet.

When I try to make smth with my money, I got the popup window: Tip: Your account has been placed under protection due to detected potential risks. To lift this protection, please submit a ticket.

In "Tickets" section was automatically answer to my question about 1 month ago and nothing else, and no answer on my next question.

In the section support.gate.io/hc/en-us/requests I have been receiving standard responses from the same support for a month now, nothing has changed.


Full history of correspondence with the support

https://prnt.sc/Q_bp6ChhK6gk

[1715070869]

1715070869

[1715070869]

1715070869

[1715070869]

1715070869

[1715070869]

1715070869

[acroman08]

When I try to make smth with my money, I got the popup window: Tip: Your account has been placed under protection due to detected potential risks. To lift this protection, please submit a ticket.

you mentioned that you used them several years ago and have not used them until now. reading the highlighted part, it is possible that they flagged your account for potential hacking(or something) because of the sudden activity on the account. looking at the last two emails they sent you, it looks like they are reviewing your account and are just waiting for their team to give them an update and pass it on to you.

[_Dima_]

Why didn’t they ask me within a month to provide documents confirming my identity, place of registration, bank statement? Are they so busy that they didn’t have enough time in a month? 

I also wrote above that almost all of my data that their system can see remained the same, even 2FA was not disabled.

[acroman08]

Why didn’t they ask me within a month to provide documents confirming my identity, place of registration, bank statement? Are they so busy that they didn’t have enough time in a month? 

I also wrote above that almost all of my data that their system can see remained the same, even 2FA was not disabled.

I am just making an assumption on what is possibly the reason on why they placed your account under protection, you'll have to directly ask them what was the reason why they put your account "under protection". also, as you can see in their emails to you they mentioned that they were dealing with high volume of inquiries, so yeah, they might have been busy.

just to be clear, I am not siding with them or anything.

[Rikafip]

I also wrote above that almost all of my data that their system can see remained the same, even 2FA was not disabled.

Have yoiut ried escaalting your issue on their other social media channels like Twitter, or maybe even asking on Telegram?

The only time I ever had issue with CEX blocking my account (It was Binance) it wasn't resolved until I contacted them on reddit so imho its worth to try in your case too as I hear from people around me that use Gate that is a solid exchange. Then again, that's the risk when using CEX as you never know for what bullshit reason they might decide to freeze your money.

[_Dima_]

I posted the topic on Reddit, but they also answered me there almost the same way as in my ticket   

https://www.reddit.com/r/GateioExchange/comments/1b22p7t/gateio_blocked_my_funds_and_the_problem_has_not/

[acroman08]

I posted the topic on Reddit, but they also answered me there almost the same way as in my ticket   

https://www.reddit.com/r/GateioExchange/comments/1b22p7t/gateio_blocked_my_funds_and_the_problem_has_not/

looks like you really have to wait for them to finish their "review" on your account before they contact about the result of your case.

anyway, have you tried reading them on their other social media accounts? apart from Reddit they also have accounts on Facebook, Twitter(X), YouTube, and Instagram.

I saw one of the comments on your Reddit post, the guy waiting for 5 months is completely ridiculous. let's hope yours doesn't take that long.

[PX-Z]

I saw one of the comments on your Reddit post, the guy waiting for 5 months is completely ridiculous. let's hope yours doesn't take that long.

Exactly, this is really an irresponsible act and scamming behaviour of the exchange. They should already escalated such issue in 3-5 days or at least 1 week. But they just ignore it or maybe they just wait until the user get enough with it and forget their money their lmao. I don't know if they will budge if OP mention about a lawsuit against them for hostaging their money on the platform.

[ScamViruS]

I posted the topic on Reddit, but they also answered me there almost the same way as in my ticket   

https://www.reddit.com/r/GateioExchange/comments/1b22p7t/gateio_blocked_my_funds_and_the_problem_has_not/

They will take more time to solve your case it is clear from their reply. So here you have to be patient, as your funds are blocked in their exchange now you have to do everything to get those funds back. This is the biggest problem in using Cex exchange that anytime they decide to block customers funds and give hard time to that crypto user. Hope you get your funds back and withdraw your funds. And from here you will gain experience that how many risks exist in using Cex exchanges.

[tabas]

I saw one of the comments on your Reddit post, the guy waiting for 5 months is completely ridiculous. let's hope yours doesn't take that long.

I have never used this exchange but that kind of customer service is terrible and making a customer wait for 5 months just to solve an issue is unacceptable. OP has been waiting for a month and if this is how they're solving problems of their customer, he's got 4 more months but I hope that it won't take that any longer. And with that OP, no one is able to help you when they've answered the same thing from your ticket and from your reddit post and even here, it won't do that much anymore. As these tickets have got logs written on your report and it's up to their team, department or supports or whatever they call that as they're not forced to solve it asap.

[Upgrade00]

Except you're looking for a relatively unpopular coin which is not listed anywhere else, I'll advise that you avoid exchanges which are not among the most popular and reputable ones. Being reputable does not mean there is no option of being scammed but it offers you some sort of protection. This applies more if they are both centralized exchanges.

Just keep calling out the exchange around social media and hope that they would eventually give a good response.