Topic: CEX.IO refuses all my Bitcoin withdrawals (Read 300 times)

Many thanks for updating the thread!

We highly appreciate your understanding and cooperation and are sincerely happy that your problem is resolved.

Please feel welcome to get back to us with any questions, comments or concerns at any time. Cheers!

If you're interested you can look for laxer alternatives in kycnot.me as this is always a possibility when it comes to centralized exchanges in full control. Everything you do is monitored and they can always limit you in some ways while they look into it and additional information could also be requested. Although it can be a drag, I suggest reading the TOS of services you use.

Just to inform you that withdrawals have been enabled for me. Problem solved. Thank you all.

Good morning. I am writing to update you on the situation, so that this thread can be useful to those who may have the same problem as mine.
According to the TOS, I cannot withdraw to FreeBitcoin, as it is a gambling site. Let's say this was my negligence and mistake, because I had to read the TOS before attempting any withdrawal. My only concern, if you like, is that they could tell me right away without making me send screenshots on screenshots and waste time. But that's okay, I admit my fault.
After assuring the team that I will not use CEX.IO to deposit or withdraw from illegal sites, I was given an assurance that in 2 days maximum they would restore the withdrawals in my account.
This happened on Saturday. I state that I find all this very serious and professional, nothing to say. However, I find it a bit strange, let me say it, that withdrawals are blocked despite passing the first 2 stages of the verification, which ensure that you can deposit and withdraw freely. I would therefore expect that in the verification phases ALL the data and documents (including screenshots of the sites to which you intend to withdraw) were required to be able to then operate freely. Because if you tell me that I am authorized to withdraw and deposit, then you do not have to put the red light in front of me saying that you need additional documents. Either you enable me or you don't enable me!
I am now waiting for withdrawals to be enabled. I keep you updated.

Understood. Anyways, we believe it applies to both incoming and outgoing transactions due to regulatory purposes.

Stay in touch!

I urgently need to send Bitcoins to my FreeBitco.in account. How long does it take to check 2 screenshots? Please enable my withdrawal as soon as possible. Thank you!

In my case, however, we are talking about the destination of the funds, since the deposit had no problems.
Thanks for your amazing kindness, I really appreciate it.

Thanks for your question.

Please check this article: https://support.cex.io/en/articles/5679414-source-of-funds as it will clarify the details for you.

We cannot disclose all the information here due to security reasons. Your understanding is highly appreciated!

First of all, thank you for answering me, both here and in private.
What I would like to know, and for which I have not yet been given an answer, is WHAT you are checking.
I have passed stage 1 and 2 of the verification. Here is what is explained on your site:

(The underline is mine)

So, according to your rules, I am already able to make deposits and withdrawals, I don't need any further checks. Stage 3 is pending but it is not necessary to be able to send Bitcoins. Did I get it wrong?

I wish you and the team a good day.

******

Update

I have been asked for screenshots of FreeBitco.in from desktop or laptop. I hope it's the right time.

Hello!

Thanks for bringing this to our attention.

Our mission at CEX.IO is to safely connect people to opportunities in cryptocurrencies and decentralized finance, serving as a guide alongside their personal journey. We take this responsibility seriously. We value the trust placed in us. There are no shortcuts in our operations or ethics.

Throughout our company’s history, effective and trusted collaboration with global 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 learn more here: cex.io/legal-security

Although due diligence can take time, it's important to emphasize that your messages matter to us. Our team will contact you as soon as the information you’ve provided is thoroughly vetted. Still, we've already asked the team to check the case and update you at the nearest time.

We thank you for understanding and welcome you to contact us with any additional questions or comments.

Good morning everyone. I am writing to inform you that nothing has changed. I am always waiting for communications from them and at the same time retrying withdrawals, but they continue to be refused. As is evident, no member of CEX.IO has replied to me here on the forum, neither publicly nor via PM. At this point I wait a few more days after which, if the problem is not solved, I will open a new thread in "Scam accusations". I specify that I have passed the stage 1 and 2 checks, so I can safely deposit and withdraw, even cryptocurrencies. I see no reason for withdrawals to be declined other than to keep the money in the account.

Thanks to everyone and have a good day.

@noorman0

Yes, it is likely to be as you say.

I tried to withdraw on Coinbase too but the withdrawal was refused. In addition, support asked me to verify that the FreeBitco.in address was really mine, so I don't think that's the problem.

Absolutely the URL is correct.

Yes, I contacted him yesterday.
Anyway they told me I would hear from them, but I don't understand why as I am verified and am just trying to transfer Bitcoins.

It is said that CEX.io is against withdraw and deposit to a gambling site. Have you tried to withdraw to a noncustodial wallet first? Then you can send the money from noncustodial wallet to Freebitco instead which would be better. Or you tried that and it failed too?

Another is that you should know if the exchange you are using is actually Cex.io, hope not a fake one with different URL? You have already posted the URL here and you are correct, but try and check that again.

I will advice you to use other better exchange like Binance, OKX and some trustworthy ones instead of a disappointing one next time.

Hope you contacted their official account on this forum as I said above?

If you look further at the fraud board, this is not the first time this has happened and it seems that they have not improved the quality of service over the years. In fact, what crossed my mind was that there was something wrong (or deliberately set that way) with their automation system which caused frequent freezing of user funds, and refused to give reasons (always) so that users (or potentials) would do the same thing next time.

Nothing. The email only says that the withdrawal was refused without giving any explanation.

Exactly! That's what I think too. I don't understand their curiosity to know if the destination address belongs to me or not. The way I see it, it's a really weird thing, never happened with other exchanges.
Yesterday, after posting here, another withdrawal was refused. Chat support told me they needed a screenshot of the full FreeBitco.in address, as it was cropped, not whole, in the previous screenshot. I took the screenshot with the full address clearly visible from the FreeBitco.in site and attached it via chat. They replied that everything should be fine now and that they would contact me "to give me further instructions". And that the withdrawals would remain limited until their contact. I do not understand. My account is verified (stage 1 and 2). With stage 2 I can withdraw up to $ 10,000 per day. I would love to know what the problem is. The only thing that comes to my mind is that I am a new user and they want to wait a few days before authorizing withdrawals. I can't think of anything else.


@sheenshane
No, all withdrawal FROM CEX.IO were rejected. Please, read carefully.

Thank you all for your comments and help.

I got curious with your case. I'm not really sure what's the particular issue. You've opened an account with them, passed KYC, made a deposit.

What does the withdrawal failure or rejection message say? Did you check your email for more explanation why your transaction was rejected?

This might have nothing to do with the withdrawal address belonging to a gambling site as others have hinted because you did the same withdrawal attempt with a Coinbase address and it was also rejected. If it is about the hold time that DaveF mentioned, then they should've just pointed that out instead of asking for proofs that the address you're withdrawing funds to is the right one and indeed yours. This is the one that made me really curious. Normally, exchanges don't care whether the withdrawal address you're putting is the right or wrong one or whether that belongs to your or not. For as long as it's a valid address, the transaction would proceed.

Anyway, PM CEX and I hope they will reply. Although it last posted in April, it was active until yesterday. And in its last post it says:

did you check, did you maybe receive a notification on the dashboard or on the email you use for CEX? they usually send information if there are any restrictions


you didn't understand well. failed to send coins from CEX at all, they are still there.

So your money was stuck now on your Freebitco.in wallet, I'm right?
I'm confused why you still need CEX.io if you successfully withdraw your fund into Freebitco.in, your problem now is how to get your fund on Freebitco.in which you need to follow the advice above.  You need to contact their representative on this forum and hope you didn't violate their terms.  That's pretty common now in most centralized platforms, they enhance KYC verification before you'll successfully transact with them.

Have you read the terms on Freebitco.in?
It could be you violated it or there's a verifications requirements before you can withdraw, contact their support team.

This is most likely the reason why they rejected your withdrawal request and why they asked you to prove that the freebitco.in account is indeed yours (although I find this odd). If this is indeed the reason, it won't matter  which platform or wallet you will withdraw next, it will also get rejected.
And what about your verification level? It appears they have limits on how much you can withdraw based on your verification level.

Yes, I thought so too. In fact, I also tried to withdraw on Coinbase, which is not a gambling site, but nothing has changed.

I really hope not. I like CEX.IO very much, and I hope to resolve. Let's say I'm optimistic, at least for now...

P.S. Thank you very much also to the other users who intervened.