Topic: **CEX.IO Bitcoin Exchange ** Buy Bitcoins with Cards in iOS / Android App*** - page 26. (Read 422354 times)

Dear users, we apologies for the inconveniences cased and thank you for the cooperation. Please check our replies to the tickets below:

345395 -  Your bank couldn’t enroll SEPA transfer to your beneficiary account, thus money returned to your account on CEX.IO. Please accept our deep apologies, unfortunately we cannot influence banks. Your transfer has returned to your account on September, 26.
Also we have information that you hadn’t received your bank transfer sent on September, 13. Most likely, it will arrive next week.

336330 - dear user, your transfer on September,13th is still on the way. As we mentioned in rules https://cex.io/finance/limits-commissions bank transfer can process up to 20 bank days. On October, 3rd our financial department can receive official reply from the bank about your transfer. We apologies for the inconvenience, we’ve already sent inquiry to your bank and now waiting for the reply. As soon as we get information, we will send you to the ticket.

340768 we are still waiting for the reply about state of your transfer, we have sent inquiry to the risk department and waiting for the reply at the moment. We are thank you for your patience and cooperation.

Still nothing in my account either.
But let's give cex a couple of days as they confirmed they already start verification with their payment provider and promised updates on this thread.

15 working days since my withdrawal confirmed. Still no idea whats going on

my tickey number is 340768, cex.

Please check, and do it fast

It's already more than two weeks my gosh

My ticket number is #336330

Thank you CEX

#345395

We are terribly sorry for your experience, can you write please all the tickets here, we will send your inquires immediately and post reply here. Thank you very much in advance

We are already in contact with each other the above users and we keep in touch over private msg
We agreed so far there is indeed an issue there and trying to convince cex to take this matter seriously.
So far they promised they will contact their bank but this was 2 days ago and no feedback since.
I just hope we can have this solved over Support and have them moving in this direction.
Let u know....

As bad as it sounds, it makes me feel a little better that its not just me! At least now I know that I didn't put in the wrong details or do anything wrong on my part.

Keep me updated on how things go for you and I'll do the same

Welcome to the club ...
That means the period around Sep 13th-15th was affected by this issue and we are like 4 or 5 clients here so far, facing the same issue from the same period.

I did many withdrawals from CEX and never experienced this, 24h to maximum 48h I got the money in my bank every single time.

I can believe CEX sent the money to all of us, small doubt about it, what I don't get it is what actually happened and why CEX does not actively help in contacting their bank, finding the issue, giving us a bank proof of transaction at least for showing transparency, then fix the issue and make sure we are getting paid.

I'm in the same boat

Today will mark working day 14 since my withdrawal was 'confirmed'. Support have responded pretty quickly, but every message is just 'Please be patient'

What happens when it exceeds 20 days?

If there are delays, thats not a problem. I'd just like to know whats going on. At the moment I'm down 10000USD with no idea where they money is or when I'll receive it.

Did similar withdrawals on Kraken and it took about 3 days.

The 13th working day in my case, almost 3 weeks. There is simply no way for a SEPA to take so much.

@Cex, let us know what happens, we can handle the truth.
This is not a good approach "please I assure you everything is fine, money will arrive shortly"
I personally cannot accept a statement like "payments are processed, further processing depends on banks only" while you "have no visibility".
Of course you CAN have visibility because you are a client for your bank, you can chase them in the very same way we chase you as your clients.
Secondly, the money is still yours and you  owe us at this moment, the bank is dealing with your money until the moment they hit our accounts and the debt to us, your clients, is closed!
It's your responsibility until that very moment!

My bank Support closed my ticket because I couldn't provide the proof of payment, which CEX constantly and repeatedly refuses to provide.

What is really annoying is that I asked several times very clearly for this proof of transaction and the operator behind just refuse to respond to the "proof of transaction" sentence.

What could be so difficult to contact the bank and get this piece of evidence?
Why so much avoiding the subject like trying to hide something?
Do I ask to much for transparency?

As I said to cex in a private mail, I'm not worrying for my money, for me they are trustful enough to put my money on their platform.
I am just annoyed of the secrecy and the fact that I just don't know what the issue is and where.
And they just refuse to enlighten me or help me with a proof of transaction to allow some digging from my bank's side because banks are not gods, they are just service providers good to be chased if they don't respect their standards.

I'm afraid that cex is not respecting their standards regarding the withdrawals and proper support on this matter.

As of today (22 days since I requested for the withdrawal), I still have not received the money!

Thank you for your patience, we left you reply here https://bitcointalk.org/index.php?topic=1945546.new#new

I've been waiting for three whole weeks for a SWIFT withdrawal initiated on 11 Sep 2017. I tried withdraw from another exchange with larger amount and it took only two days! Since you have already read until this post, you can see that there are other people that have similar problems to me. If you think a withdrawal period of three weeks is acceptable, go ahead and use CEX.IO services. Otherwise, you know what to do.

https://i.imgur.com/tlErEp2.png

Pending since Sep 15,  Ticket no. 337948

The same situation here, waiting for a SEPA transfer in EUR.

I have requested for a proof of transaction and I only get replies from Finance, saying that the transaction is completed from their side and just to be patient.
How can I be patient after 2 weeks where a simple SEPA did not arrive?

So far I understand it's not CEX managing the fiat (at least for EUR), they have a payment processor Global Trade Solutions AG which used to send the payments from a Paysera LT account from Lithuania, while I have my account in another bank also in Lithuania.
I am already in contact with my bank and they are asking for the proof of transaction, how can I provide it if I can't get it from CEX?

Later, in one of the answers from Finance, I learn that their payment processor stopped their cooperation with Paysera, but not mentioning what is the replacement bank, if it still is in the EEA Countries to allow SEPA to work its way as usual (by having funds received within 2 working days according to SEPA regulations).

A couple of days ago I have requested another withdrawal, this time straight into my Paysera LT account and I expected for a internal bank transfer which would normally be instant.
A day later I get refunded into CEX account with the same amount and getting an email from Finance explaining that they are unable to send the second withdrawal funds to the beneficiary account (this time to the same bank Paysera), therefore my payment was returned and credited back to my CEX account.

At the next mail exchange with Finance, they say their bank could not give an answer why the payment was rejected,
I mean, come on, you work with your bank as their client and you can't get an explanation why they reject your payments? This looks so fishy...

At this stage where cex.io is not showing up here to enlighten about the issues, I can only have the darkest suppositions based on the information I have so far.

I too have an issue with my fiat withdrawal. It has been more than two weeks and I still have not received money for two of my SWIFT fiat withdrawals.

The Compliance team informed me today that they have already completed my two pending withdrawal transactions. I then replied back stating that I have already known that fact. Because, I have already received two confirmation emails notifying me that both transactions have been completed. What I need to know is the when the money will be deposited to my bank accounts since I have been waiting for more than two weeks.

The Compliance team then replied me back with "To clarify actual status of your funds you should contact your bank. Once funds left our bank account, we have no information about their current status." What kind of response is that?

I then replied to them with "In that case, please provide me with any related documents showing that you have transfer the money to my bank account? How am I suppose to contact my bank without any evidence? How would they believe me?" Still awaiting their reply.

https://support.cex.io/hc/en-us/requests/345344

When do you send the money to TURKEY SWIFT?

Hello CEX.io

Since this is your official service thread, kindly post an official position, a public statement in regard to your latest fiat withdrawal issues, solutions and ETA?

I am since long time using your services and know you as a trustful and legitimate platform but as I can see lately many users are complaining and questioning your service.

Personally I'd like to know why these sudden huge delays in transferring fiat to our banks, as from my experience and others on the forum complaining, SEPA withdrawal is not functioning anymore?
- I am expecting a SEPA withdrawal since Sep 14th (date of your email withdraval confirmation)
- What happened with GTS AG Paysera LT account not operating payments anymore and what new bank will replace for the withdrawal SEPA requests?
- in regard of the previous point, what are your internal finance issues as the reason of crediting back the cex.io account with the amount of the withdrawal request previously processed and marked as "Completed"?
(I have just received the email "Bank Transfer Deposit Completed" without requesting for any deposit, with the exact amount of the SEPA withdraval confirmed by your mail yesterday "SEPA withdraval confirmed")

Huh... a lot of unanswered questions and issues...