www.bitpanda.com - Official BitPanda Support Thread - page 2.

BitPanda.com

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Bitpanda Support

Quote from: drkvndjk on February 07, 2018, 06:20:16 AM

Quote from: BitPanda.com on February 05, 2018, 05:34:47 AM

Hello Community,

Just to let everyone know, we have a way bigger support team on Bitpanda now. So our response times are really good. Please let us know if you have any questions or if something has to be solved.

Best regards,
Sebastian
Team Bitpanda

Hello,
I have an account for couple of weeks and I was really satisfied from your services. However, I encountered in a major and sever problem before almost a week and nobody answers from your support team.
I prefer to explain this problem outside this forum and hopefully to solve it. Don't want people to get panic, sometime mistakes happened and that's fine, but you've not responded to my mails for couple of days.
Please PM me in order to solve my problem.

Thanks

Hello drkvndjk,

It's unlikely that you didn't receive an answer. At the moment we answer tickets in way less than a hource in average. However, can you give me the ticket ID of the ticket you refer to? Or send an email to [email protected] and ask to be forwarded to me. I will check out your case then.

Best regards,
Sebastian
Team Bitpanda

drkvndjk

newbie

Activity: 2

Merit: 0

Quote from: BitPanda.com on February 05, 2018, 05:34:47 AM

Hello Community,

Just to let everyone know, we have a way bigger support team on Bitpanda now. So our response times are really good. Please let us know if you have any questions or if something has to be solved.

Best regards,
Sebastian
Team Bitpanda

Hello,
I have an account for couple of weeks and I was really satisfied from your services. However, I encountered in a major and sever problem before almost a week and nobody answers from your support team.
I prefer to explain this problem outside this forum and hopefully to solve it. Don't want people to get panic, sometime mistakes happened and that's fine, but you've not responded to my mails for couple of days.
Please PM me in order to solve my problem.

Thanks

Purchaser

newbie

Activity: 1

Merit: 0

Hi Bitpanda,

I am permanent resident of an European country (EU Country), I have tried to verify my account. 2 of the verification companies refused to verify due to the fact that I am not European national! and advised to contact Bitpanda directly to solve the issue. The third company had no issue with the ID verification but their system had a bug since the expiry of my Identity Card is 1 month longer than standard 5 years validity of ID cards, therefore the agent opened a ticket with their IT department to solve the issue which he said could take weeks.
Now my question is, doesn't Bitpanda offer service to residents of Europe? I couldn't find anywhere in website and even reviews saying that the verification will be accepted only for European Nationals!
Being an European EC permanent resident and having real job also bank accounts is possible but verification in Bitpanda is not!

I understand that Bitpanda is taking KYC or AML steps before verifying a new user but this is not acceptable that third country nationals who live and work in Europe cannot be verified.

I would appreciate if you advise a solution or give an official statement regarding this matter.
Thanks a lot in advance
Regards

Samarkand

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Activity: 658

Merit: 282

Quote from: BitPanda.com on February 05, 2018, 05:34:47 AM

... Please let us know if you have any questions ...

I´m not sure if it is possible in the regulatory environment of Austria, but have
you considered to expand Bitpanda to go in a way that would allow a user to sell
his BTC at a Post office?

BitPanda.com

full member

Activity: 191

Merit: 200

Bitpanda Support

Hello Community,

Just to let everyone know, we have a way bigger support team on Bitpanda now. So our response times are really good. Please let us know if you have any questions or if something has to be solved.

Best regards,
Sebastian
Team Bitpanda

immakingacoin

member

Activity: 98

Merit: 11

I'm about to sign up here and am just posting here so I can find this thread again later

Esbo77

newbie

Activity: 1

Merit: 0

Hi Sebastian,

Thanks for hosting this thread.

I tried to reach out to Bitpanda support, but seams difficult to get a respond these days. I have ticket# 133466.

Im very concerned with my deposit of 3.37894 ETH not being processed to my Bitpanda account even though it has thousands of confirmations. Hash ID is: 0x11dd29fbf2fd20cad739d073c105620b86e38f310e9ce9a4439f7206818d4e8a

This has happened to me twice over at Coinbase and one time it took them almost 2 months to rectify - So obviously Im not using their services anymore. Hope I dont have to start looking for yet a new wallet - Ive been otherwise very happy with Bitpanda.

Kind rgds
Jonas.

BitPanda.com

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Activity: 191

Merit: 200

Bitpanda Support

Quote from: jaygkorn on January 02, 2018, 07:48:56 AM

Hello Bitpanda Support Team,

I submitted a support ticket 9 days ago regarding an order refund.

I sent a follow up email a few days ago but unfortunately I have not had any news.

I understand you guys are probably really busy, but I was wondering if I can get an update on my ticket?

My ticket number is 112245.

Thanks in advance and a happy new year to you all,

Hello jgkorn,

your refund has been sent out today.

Best regards,
Sebastian
Team Bitpanda

Quote from: TheRasko on January 03, 2018, 07:16:31 AM

Hi,

I have a Gold level verified acc. in Bitpanda. (deposited fiat and withdraw crypto once)
Now I have some Ether in another platform and I wonder if I transfer this ether to Bitpanda and sell it for EURO, will I be able to withraw the EUR amount with SEPA to my Bulgarian Bank (Unicredit Bulbank)? And is there any fee’s applied to withdrawals with SEPA?

Thanks

Hello TheRasko,

you can send ETH from anywhere to your Bitpanda ETH deposit address. SEPA withdrawals are free from our side.

Best regards,
Sebastian

TheRasko

newbie

Activity: 6

Merit: 0

Hi,

I have a Gold level verified acc. in Bitpanda. (deposited fiat and withdraw crypto once)
Now I have some Ether in another platform and I wonder if I transfer this ether to Bitpanda and sell it for EURO, will I be able to withraw the EUR amount with SEPA to my Bulgarian Bank (Unicredit Bulbank)? And is there any fee’s applied to withdrawals with SEPA?

Thanks

jaygkorn

newbie

Activity: 1

Merit: 0

Hello Bitpanda Support Team,

I submitted a support ticket 9 days ago regarding an order refund.

I sent a follow up email a few days ago but unfortunately I have not had any news.

I understand you guys are probably really busy, but I was wondering if I can get an update on my ticket?

My ticket number is 112245.

Thanks in advance and a happy new year to you all,

BitPanda.com

full member

Activity: 191

Merit: 200

Bitpanda Support

Quote from: Samarkand on December 31, 2017, 09:41:47 AM

I have a question regarding SEPA withdrawals from my verified Bitpanda account.

I usually make SEPA withdrawals using Bitstamp. Unfortunately, they recently
stopped processing payments to the German bank where I have my bank account.

My Bitstamp withdrawal was declined with the notice:
"Commerzbank does not process bank transfers that originate from bitcoin related businesses.
This means that any transfer sent to your bank would be rejected and returned to Bitstamp."

Is it possible to withdraw to a Commerzbank bank account using Bitpanda? I honestly don´t really
know why Bitstamp insist that Commerzbank rejects Bitcoin-related transactions, because deposits
to Bitstamp work perfectly fine using my Commerzbank account.

Anyway, I just want to know, whether you process SEPA transactions to Commerzbank bank
accounts.

Thank you for your help.

Hello Samarkand,

so far there are banks that return funds sent from crypto related websites. If it happens on Bitpanda it would be credited to your EUR wallet once they returned the money and when it reached our bank account. However our payment department is not aware of any specific risk regarding Commerzbank.

Best regards and happy new year,
Sebastian
Team Bitpanda

Samarkand

sr. member

Activity: 658

Merit: 282

I have a question regarding SEPA withdrawals from my verified Bitpanda account.

I usually make SEPA withdrawals using Bitstamp. Unfortunately, they recently
stopped processing payments to the German bank where I have my bank account.

My Bitstamp withdrawal was declined with the notice:
"Commerzbank does not process bank transfers that originate from bitcoin related businesses.
This means that any transfer sent to your bank would be rejected and returned to Bitstamp."

Is it possible to withdraw to a Commerzbank bank account using Bitpanda? I honestly don´t really
know why Bitstamp insist that Commerzbank rejects Bitcoin-related transactions, because deposits
to Bitstamp work perfectly fine using my Commerzbank account.

Anyway, I just want to know, whether you process SEPA transactions to Commerzbank bank
accounts.

Thank you for your help.

BitPanda.com

full member

Activity: 191

Merit: 200

Bitpanda Support

Quote from: DerOberst on December 20, 2017, 03:44:16 AM

I have transferred some funds on Saturday 16th to the Euro Wallet via the the SEPA bank transfer. It is now Wednesday and the funds are still not on my wallet. I have sent a support ticket but have not heard anything (ticket 106024). Getting slightly concerned as it is my first purchase and given that the transaction should have gone through. When you receive a transaction is it a matter of you manually delivering the funds to an individual account, or does it get sorted automatically?

Hello DerOberst,

we answered your ticket. Please check and provide us the infos we need.

Best regards,
Sebastian
Team Bitpand

DerOberst

newbie

Activity: 1

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I have transferred some funds on Saturday 16th to the Euro Wallet via the the SEPA bank transfer. It is now Wednesday and the funds are still not on my wallet. I have sent a support ticket but have not heard anything (ticket 106024). Getting slightly concerned as it is my first purchase and given that the transaction should have gone through. When you receive a transaction is it a matter of you manually delivering the funds to an individual account, or does it get sorted automatically?

BitPanda.com

full member

Activity: 191

Merit: 200

Bitpanda Support

Quote from: bitarms on December 15, 2017, 09:46:57 AM

Hello, I wanted to increase my limit and upgrade to verification gold status but I am encountering problem with the identification process. I have contacted with an operator via IdentityTM and she told me that she cannot verify me because my country(malaysia) is not in the list. I am currently living in Germany and have a valid bank account(Deutsche bank), EU phone number and residence permit but non of that helps. I have submitted a support ticket but the person somehow seems to misunderstand what i want and do not answer my questions even though i tried to explain many times. I tried to make another appointment with verify-U but no operator answered my call even it's the appointed date. I'm do not have option anymore so please help me. Here is the reference number from the call i made with IdentityTM: 0043120666127

Hello bitarms,

can you please give us the ticket id of the email ticket you sent us to [email protected]?

Best regards,
Sebastian
Team Bitpanda

bitarms

newbie

Activity: 4

Merit: 0

Hello, I wanted to increase my limit and upgrade to verification gold status but I am encountering problem with the identification process. I have contacted with an operator via IdentityTM and she told me that she cannot verify me because my country(malaysia) is not in the list. I am currently living in Germany and have a valid bank account(Deutsche bank), EU phone number and residence permit but non of that helps. I have submitted a support ticket but the person somehow seems to misunderstand what i want and do not answer my questions even though i tried to explain many times. I tried to make another appointment with verify-U but no operator answered my call even it's the appointed date. I'm do not have option anymore so please help me. Here is the reference number from the call i made with IdentityTM: 0043120666127

BitPanda.com

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Activity: 191

Merit: 200

Bitpanda Support

Quote from: hidohebhi on December 11, 2017, 06:28:37 AM

Quick support question (I just emailed, but all my prior support requests have gotten very slow replies that are usually boilerplate and don't actually address my question/issue).

I know SEPA transfers aren't immediate, but I withdrew a test withdrawal that was confirmed as completed on Wednesday. It's now Monday (5 days / 3 business days later), and it's still not showing up in our bank account. I've reconfirmed that all details are correct and matching (name, IBAN, etc.).

How do we trace this SEPA transfer?

(fwiw, I'm not claiming scam or anything like that. However, the level of support in my experience so far at Bitpanda has been quite bad.)

Hello hidohebhi,

we are sorry about the slow support in the last time. We are overrun by tickets from new users that join the bitcoin community because of the recent price development of bitcoin.

I can not check your case without the needed details but the money should have reached by now theoretically. Please note that friday was a bank holiday in austria and once we sent out a sepa transaction it is in the hand of the banks to deliver.

If it's still not solved please let me know your ticket id.

Best regards,
Sebastian
Team Bitpanda

hidohebhi

newbie

Activity: 1

Merit: 0

Quick support question (I just emailed, but all my prior support requests have gotten very slow replies that are usually boilerplate and don't actually address my question/issue).

I know SEPA transfers aren't immediate, but I withdrew a test withdrawal that was confirmed as completed on Wednesday. It's now Monday (5 days / 3 business days later), and it's still not showing up in our bank account. I've reconfirmed that all details are correct and matching (name, IBAN, etc.).

How do we trace this SEPA transfer?

(fwiw, I'm not claiming scam or anything like that. However, the level of support in my experience so far at Bitpanda has been quite bad.)

BitPanda.com

full member

Activity: 191

Merit: 200

Bitpanda Support

Quote from: tex83rb on November 26, 2017, 04:23:13 AM

i sent, with reference to ths thread too, and also with screenshots

i hope you will be able to unlock the deposit, since i'm losing time and seeing also the recent increase, maybe also money

Hello tex83rb,

I guess your case is already worked on or solved? If not please let me know your ticket id.

Best regards,
Sebastian
Team Bitpanda

tex83rb

hero member

Activity: 606

Merit: 500

i sent, with reference to ths thread too, and also with screenshots

i hope you will be able to unlock the deposit, since i'm losing time and seeing also the recent increase, maybe also money

Topic: www.bitpanda.com - Official BitPanda Support Thread - page 2. (Read 3117 times)