Topic: CEX.IO Locked My Account For No Reason with 30k Worth of Coins [SOLVED] (Read 165 times)

Don't include Saturday and Sunday because high ranked staff usually don't work on weekend. So the person has surely been informed today only. Give it until Wednesday at least. But like you I find weird that they are asking to disable 2FA, I don't see why they can ask this.
(failed attempts to login with Cex.io happened to me several time as well, (with user agent: mother fucker :/ ))

I got so frustrated with them, because their support seriously looks like creating problems and then not solving them on time. I will explain exactly what happened. So I started getting some emails of failed login attempts on my account from some russian IP, and I got like 7 of those e-mails. Somewhere in those emails it was saying if this problem persists to contact support. So I did it and I sent them exactly this message "Hello, I get emails of attempts to login into my account. And it says if this problems persists to contact support. What's going on?" I was never hacked, none ever managed to login into my account(just failed logins) and I also have 2factor authentication. Then they reply to me after few minutes that the deactivated my account until I prove ownership. They asked me for username, email, account creation date, my ID scanned and me holding my ID. So let's sum up, I emailed them for those failed login attempts to my account and they deactivate my account. With few words if I never e-mailed them, they would never do that. So I think that after I provide those they gonna unlock it. Guess what, they didn't! After they send me exactly this message "We fully understand it is quite confusing but we kindly ask you to make a selfie with your passport and piece of paper with written on it "2fa disable" and date and your signature."

And I reply to them, that I can provide that, but why to disable my 2FA? I started getting paranoid that it's some kind of phishing email, but email was from their domain. I couldn't find reason why to write on that paper 2fa disable, 2fa is protecting me and they want me to disable it? So I am asking them directly why they ask that and that it looks fishy and their reply is this "We fully understand it is quite confusing but we kindly ask you to make a selfie with your passport and piece of paper with written on it your user ID, date and your signature.". After writing to them 3 messages telling them the same thing, that I never requested to disable 2fa( of course getting the same answer from them). It was late, so I did not have anyone to take that picture for me, so I waited for next day. Next day I asked support why the deactivated my account exactly, and they tell me they cannot talk about that if i do not provide them a picture of me holding my passport and a piece of paper with my ID, signature, date. So they didn't ask for 2fa disable text this time and I asked them about it. They told me that, 2fa disable text was their mistake. So that really made me feel like they don't even read the situation, what's really happening. So I sent them two pictures, one holding a piece of paper with what they asked on it and one holding my passport. And they tell me that, they need one picture to hold both. I mean come on, they can see my face, what's the problem if I send two pictures or one, I did it for better focus. So when I send them exactly how they asked me to, I got no reply from that "Bill D" guy who was replying to me and after one day I got one automated message asking me sorry for the delay and that they will get back to me soon.

So bitcoin is at it's peak right now, and my bitcoins are locked there, which I wanted to sell. They literally locked my account for no reason, and even tho I provided them everything they asked for first time, they kept asking for more! And from that 2fa disable thing, I realized that their support is a bunch of newbies. Because there is no other explanation for locking my account. Ticket id: 393888

Update: They replied to me with this "For now we will escalate this case to CEX.IO supervisor for his final review and decision, though, we can assure you that you will be contacted back shortly." What the hell does this mean, final review and decision, it's like they are telling me that there is 50% chance they will not unlock my account. And guess what, it's third day and I got no reply yet from their supervisor. They obviously have a different meaning for shortly.

Update: Issue was resolved today. It took one week for my account to get unlocked.