Their site works fine, however I am still waiting 6 days for my 2 withdrawals worth of €26000+
They already have "escalated" my ticket to the financial department and the only response I got from them through e-mail is the standard e-mail which everyone is getting who wants to withdrawal:
Dear [MyName],
We are sorry for delayed reply. Due to extremely high load of requests it will take us extra time to resolve your issue. Our support team is working around the clock to reduce the queue, and we will reply to you as soon as possible.
Thank you for your patience.
Something is wrong, because while making a deposit the SAME financial departmant was able to verify my deposit within 1 day, but a withdrawal must take 6+ days??? And even an normal answer where my money is is taking 6+ days? How can you just ignore your customer and €26000+?
I don't understand why they taking an normal answer so long? Escalated or not, I still did not get even an answer on my question where my money is, today is the 6th day I am waiting and it is not even sent! Can you personally contact the finance department for me?
Or else cancel the withdrawals so I can trade again if a withdrawal is taking such long time, because all my money is now still "pending".
Request id: 397454
Never had any problems with other exchanges like kraken gdax and so on, all taking maximum 1 business day to withdrawal!!
I will update once problem is solved.
UPDATE 1:
I got a new Ticket id: 405949
"I am writing to you to inform that your pending withdrawal is currently being processed by our bank, it should be completed shortly. We appreciate your patience on this matter.
Also I would like to mention that we are working in accordance with strict security rules, both AML (anti-money laundering) and KYC (know your customer) policies. That is why we have certain procedures that are designed to ensure compliance with high international standards and policies, we need to confirm source of your funds, understand nature of your relations with CEX.IO and main crypto funds usage scenarios."
1) So I am wondering what "shortly" means. Can @Mr Cex on here maybe clearify that? On other exchanges like Kraken a SEPA transfer takes usually 1 business day, so my question is how long is it going to take before my funds are sent?
2)
However I have already sent all asked documents, can @Mr Cex on here maybe escalate the new ticket: 405949 so I don't wait again 7 days for one response?I'll keep this updated once problem is solved...
UPDATE 2:
After sending all required documents. Today I got e-mail that first withdrawal "has been successfully processed. "
However second withdrawal still says pending...
I am curious when I will receive the money.
Cex site is fine, it works better than some other Exchanges which are very slow, however I think Cex really need to expand their finance/Compliance department.
Can @Mr Cex on here confirm it is sent and why the second one is still pending after 8 days?
Ticket ID: 405949
