Topic: CEX.IO & My Frustrating Experience BE CAREFUL (Read 266 times)

Due to CEX.io's poor support team, there are currently many complaints against them. It is really sad that they are delaying solving their customer's problems, so that the aggrieved customer has to wait for his problem to be solved. I think CEX.io should provide their customer support faster and resolve the pending complaints, their reputation is getting worse day by day because they don't manage their customers well. Because customers are losing faith in this exchange.

This should be the official slogan of the cex.io exchange.
I have come across at least 50 feedbacks that say the same thing, their support is poor, in fact, it is almost non-existent. It has been like this for years and it is obvious that it does not affect the improvement of their service.

Just to be clear, are you one of the representatives of CEX.io based on your responses so far?
Could you provide as some proof? Like an official introduction from CEX

The last thing we want is an impersonator getting sensitive details from the victim.

Well I am not a judge here but a passerby and I have read the Op and your version of the issue and frankly speaking of the Op has done all the KYC required of him then you guys have to release the coins and in the process of doing or submitting the documents and it would have been steps steps.and once the last step is done done then you release the coins for him and not holding back the coins when he has done and finished the KYC process. Like when Binance was about leaving Nigeria, they didn't inform anyone that they would disabled p2p and they did it suddenly but they open withdrawal window open for us to withdraw our coins or were can transfer them to another exchange. And yesterday when I transferred coins to bYbit exchange, because the physical person I want to sell to was not available, and when I wanted to sell the Cains, bYbit exchange asked me to submit some my documents which they know I have not submitted but I had done 98% of the KYC and immediately I complet the KYC I made the transaction without any delay and that what the Op was thinking from you guys.

If you have known that the KYC have not completed then you continue asking him to complete it when he is still on the page till he finished then release the coins for. And I also believe with this your response, he has gotten hope. Wish you guys good resolution. Happy Easter Saturday.

Please be patient and reach out to the technical team for assistance. Your feedback is valuable in helping CEX.IO improve their services.

I appreciate your attention to topic. I firmly believe in right to freely express and share my personal experiences. The impression that my actions were misconstrued as spam and that my account faced potential restrictions was quite distressing. I am hopeful that this was a mere misunderstanding.

I have diligently complied with all requested verification steps as outlined in your Terms of Use. Therefore, I expect the timely release of my balance as per verifications already completed. I trust that there will be no further delays or excuses in this matter.

Please proceed with release of my funds at the earliest convenience.

Hi there. As a regulated financial institution, CEX.IO is obligated to adhere to strict verification procedures to ensure compliance with regulatory standards. Our Terms of Use  (https://cex.io/legal/terms) outline the necessity of additional verification steps, even for users with fully verified accounts, to uphold our AML/KYC policies and regulatory requirements. Specifically, Section 12.4 of our Terms of Use (https://cex.io/legal/terms) states: "CEX.IO has also the right to request the User to provide additional verification documents even if the User has already passed the verification process to ensure the effective implementation and enforcement of CEX.IO’s AML/KYC Policy and applicable regulatory requirements. If the User does not respond to such requirements in a timely manner CEX.IO has a right to limit its services or to stop providing them until requirements are met."

Regarding your specific case, please note that without receiving your user ID or specific details, we are unable to provide insight into the status of your case.

Additionally, we would like to address your concerns about social media engagement. While we strive to provide support and assistance through various channels, spamming or violating community rules may lead to account restrictions. We urge users to communicate with us directly via DM or comments to address any issues effectively.

Thank you for your understanding, and we hope to resolve this matter promptly.

That's terrible! I can't believe you had to go through all that hassle and still not be able to withdraw your funds, having your money stuck like that must be stressful.

I completely agree that CEX.IO needs to improve its withdrawal process and communication, waiting a week for a response is unacceptable.

I understand the importance of trust in exchanges, and I genuinely hope your concerns are resolved satisfactorily. Maybe someone else on the forum has had a better experience with CEX.IO and can offer some advice.

You have completed the KYC they imposed on you yet they still have decided to block withdrawals. That is unacceptable.

There is always the risk that any of the exchanges you use can implement a KYC rule on their customers. If you read through the terms and conditions of most websites you will understand what I am trying to articulate. From my experience reading posts regarding how exchanges operate, what does seem to happen regularly is some exchanges collapse overnight (via a hack or exit scam) and whereas some tend to selective scam their customers over a period of time before shutting down blaming an imaginary hack in order to exit scam.

If the complaints against them increase, it probably means something is going wrong on their side and it is not a good sign.

One of the things some people do sometimes is to forget to carry out due-diligence because they feel comfortable the exchange they are using will not do anything like this. Sometimes a little research beforehand can save a lot of trouble later.

Unfortunately, one should not expect much from exchanges with this level and a score of 4.9 out of 10 (https://imgur.com/a/hw4J1Zq).
They increase their profits by keeping your assets. Be careful in choosing an exchange.
The best way is to send a violation report to the institutions that authorized this exchange.

I think this is the second case I am seeing where a CEX.io user has their account get locked and even after providing what is requested of them, the indefinite wait keeps going on while the support isn't helpful either.

Try your luck with their representative in this forum. Send him a PM regarding your issue if you can https://bitcointalksearch.org/user/cex-148073

Someone had a problem with cex.io too, are you from Russia or Belarus? you might fall into a same case like the @OP in that thread. Unfortunately cex.io's representative isn't really active in this forum, so can't really hope too much...

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.


Here’s a summary of my experience:

Account Verification: I verified my account, following all the necessary steps. My account was fully verified, and I met all the requirements.

Withdrawal Request: When I requested a withdrawal, I encountered roadblocks. Despite having a verified account, CEX.IO asked for additional steps:
 -Video Verification: I was asked to provide video verification using my ID card.
 -Selfie Verification: They required a selfie verification.
 -2FA Activation: I activated two-factor authentication (2FA) as requested.


Withdrawal Denied: Despite completing all the requested verifications, my withdrawal was not allowed. The funds remained stuck, and I received no communication from CEX.IO regarding the issue.

I reached out to their customer support multiple times, but the responses were vague and unhelpful. Waiting for over a week without any resolution is unacceptable, especially when dealing with an established exchange.

As a trader, I rely on exchanges to handle transactions efficiently. Unfortunately, this experience has eroded my trust in CEX.IO. I urge them to improve their withdrawal processes and provide better communication to users facing similar issues.

*This is my first forum post and I wanted to find a place to share my experience