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

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legendary

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Quote from: velodimir on April 01, 2024, 06:57:36 AM

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.

velodimir

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Quote from: examplens on March 21, 2024, 04:49:07 PM

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?

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legendary

Activity: 3248

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Quote from: velodimir on March 21, 2024, 03:27:53 AM

Quote from: CEX on February 21, 2024, 08:08:00 AM

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.

ScamViruS

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Quote from: velodimir on March 21, 2024, 03:27:53 AM

Quote from: CEX on February 21, 2024, 08:08:00 AM

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.

velodimir

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Quote from: CEX on February 21, 2024, 08:08:00 AM

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

velodimir

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Quote from: examplens on March 15, 2024, 05:58:03 PM

OP, any update about your case?

Quote from: velodimir on February 03, 2024, 11:50:28 AM

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".

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legendary

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OP, any update about your case?

Quote from: velodimir on February 03, 2024, 11:50:28 AM

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 from: examplens on April 03, 2023, 08:27:29 AM

Quote from: CEX on March 29, 2023, 02:40:15 AM

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.

Quote from: CEX on March 29, 2023, 02:40:15 AM

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.

348Judah

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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.

Quote from: herogirlx on March 04, 2024, 08:40:20 AM

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.

velodimir

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Quote from: xtopten on March 11, 2024, 05:24:43 PM

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?

xtopten

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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

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Quote from: ScamViruS on February 29, 2024, 02:49:18 PM

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.

ScamViruS

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Quote from: velodimir on February 29, 2024, 07:09:13 AM

Quote from: ScamViruS on February 23, 2024, 02:35:26 PM

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

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Quote from: ScamViruS on February 23, 2024, 02:35:26 PM

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

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Quote from: velodimir on February 22, 2024, 11:53:34 PM

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

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Quote from: examplens on February 21, 2024, 09:24:36 AM

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...

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legendary

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Quote from: CEX on February 21, 2024, 08:08:00 AM

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.

CEX

legendary

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Quote from: Gladitorcomeback on February 06, 2024, 11:28:50 AM

Quote from: CEX on February 06, 2024, 07:33:44 AM

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.

NotATether

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Quote from: velodimir on February 14, 2024, 12:03:48 AM

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.

velodimir

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Quote from: holydarkness on February 12, 2024, 11:12:19 AM

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.

holydarkness

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Yes, I'm an asshole

Quote from: velodimir on February 12, 2024, 09:04:58 AM

Quote from: holydarkness on February 11, 2024, 11:59:54 AM

... 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?

Quote from: CEX on February 06, 2024, 07:33:44 AM

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. [...]

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