Hello
@cex
I made a big transfer of KNC Token from Binance to CEX.IO. Unfortanely i did not know that Kyber
network made a upgrade and that they have now two different protocols. CEX.IO still supports the older protocol and Binance the newer one and also the older one. But they didnt inform on their deposit/withdraw page about that. KNC recommended that exchanges name the older one KNCL and the newer network keeps the name KNC. So i couldnt know that there was a upgrade in the first place! I am not going to check every time the site of the coin, especially not when it worked before that just fine.
Recommendation + explanation of KNC:
https://blog.kyber.network/knc-token-migration-guide-fda08bfe62c2So i contacted support on CEX.IO and they only did write me 5 days after my initial response. They did write this:
Hello D----
We have checked the information about your KNC deposit.
Please, be informed that CEX.IO does not support Kyber Network Crystal v2.
We would be more than happy to credit the mentioned deposit to your CEX.IO account or to send the amount of 9,435.551 KNC via Kyber Network Crystal v2 back to the sending wallet. However, as you may know, in order to perform both these actions, one will need necessary instruments. And, sadly, however, we have none of the instruments for cryptoprocessing of Kyber Network Crystal v2 token protocol.
Yes, we fully understand your situation, however, we are not able to recover the funds. Thus, we kindly ask you to refrain from unsupported tokens to your CEX.IO wallets.
Thank you for understanding!
So is this all? I will just loose my funds? Why can i retrive my coins when the same happens on Coinbase but not on CEX.IO?
Keep in mind i did several transactions from Binance to CEX.IO with KNC Token before this month and it worked without any problems. Also there was no warning on Binance Site or on CEX.IO site, nothing regarding that the network has changed or upgradet or whatever! Is this how you treat a loyal customer that does transfer coins worth of several millions dollar each month to and from your exchange? This response and thats it?
Now you let me wait again days before you respond me? No forwarding to a supervisor or anything similiar?
I contacted KNC and they said maybee if CEX.IO upgrades the token then i will get my funds, but this is just a big maybee IMO.
@cex please contact KNC and ask if there is anything you can do? I love to trade on your platform, but just this response after this 5 days is unnacteptable. Lets find a solution.
up136245374
Dear DenzelDon,
Thank you for bringing our attention to your situation here.
We’re sorry you have had an adverse experience as we strive to give all our customers top-quality services and support.
We have forwarded your case to the tech team for a closer investigation and will make every effort for you to get a satisfactory resolution. We will update you here with the news although it might take some time. As you were notified, we currently do not have instruments for the Kyber Network Crystal v2 token protocol and therefore, the processing will be time- and effort-consuming.
Nevertheless, we'll be following the progress and updating you accordingly.
We highly appreciate your patience in advance!