Topic: **CEX.IO Bitcoin Exchange ** Buy Bitcoins with Cards in iOS / Android App*** - page 18. (Read 422390 times)

Dear user, we are aware of your case as much as our Finance team, they are currently working on your case and update you via ticket as soon as day have an information. It will happen very soon.

Hello, we see your transaction was completed on our side

Hi,

I've been using cex.io since 2013 (the account is also verified), mainly trading without problems until I started withdrawing money. The first withdrawal of £7,500 on 2017-06-07 come through about 14 days later, after chasing the support team about it.

A subsequent withdrawal on 2017-06-23 (to the same bank account) is still yet to come through (more than 2 months now!!). Several weeks, after making the withdrawal request, I was unable to login to my account when I started chasing up on it, the reason I was unable to login was because my account email address wasn't verified?? This seemed very suspicious, as everything had already been verified, I still haven’t received an explanation of why this happened. The support team apparently tried sending me verification emails, none of these I received. Eventually, I had to go through the process of changing the account email address which involved submitted various information about myself and my account.

Once I had access to the account, I continued requesting more information about the withdrawal, so far I have received very little concrete evidence that a transfer of funds was requested. I’ve been told that “We can request a SWIFT confirmation from our bank, but please kindly note that this request can be processed from 2 to 3 working weeks by the our bank. Also the request for SWIFT confirmation is paid service. If these conditions are suitable for you, we will send the request on SWIFT confirmation.” I this responded by asking how much this would cost (2017-08-24), I have yet to hear back!

Also the team that initially respond to the tickets seem to to struggle to understand basic explanations, they get confused very easily and don’t seem to read the history of tickets. So every other time, I reply, I have explain everything to them in the message, so that I don't have to wait another 5 days for an actual meaning full response. I’ve tried to be brief, by omitting lots of other issues have I’d had with while trying to understand what’s happened to my money.

The handling of this situation has been extremely poor, whether from incompetence or dishonest behaviour. If it's the former, I expect matters to be escalated and corrected swiftly, otherwise I'm left with no option but to pursue legal action. I can PM my login and anything else you need. You can also see some history on request #303800.

Ali

Dear user, we are aware of your case as much as our Finance team, they are currently working on your case and update you via ticket as soon as day have an information. It will happen very soon.

@ Mr Cex.

Still no respose.... Can you at least escalate the ticket to the finance team??

Ticket ID: 448233

Hi there. I Have some problems with 2FA, namely:
I've decised to moves 2FA to another phone. So I've disable 2FA on my 1st phone, turn it on my 2nd phone (of course such operation means 2FA code filling in, which was succesfully accepted)
But now I can't login my account, because of error of 2FA code incorrectness.
Recovery key, which I received when turning 2FA on is also incorrect.
I wrote to the support, sent them all data for 2FA reset.
But there is no answer yet.

@CEX.IO i made deposit through SEPA 6.12
you answered me that 7.12 you got my money and they are under your compliance review, and
will be approved during 3 days

So 3 days went already, but no money in account
no answer in my ticket 451718  user up110393368

I think it is fair from my side to ask for any answer

@Cex:
Okay, you are going to more than double your trading fee.
But please do not calculate the 30 day volume in BTC, that is rubbish!
Convert it to USD or EUR at current market rate!
Should be very obvious why...

UPDATE 5:

Dear Mr Cex, today I received my withdrawal of 16 November, however wrong amount is sent, funds are sent in USD instead of EUR!! Because of this mistake of you I still need to receive the missing amount of €2180 , As it is a mistake on your side and I have already waited a long time since 16 November for my money I hope you can send the rest of the funds as soon as possible.

Ticket ID: 448233

Hello, i have made deposit through SEPA transfer for 2000euro a couple days ago. They are still in pending status, can you approve deposit? ticket 451718