Topic: www.bitpanda.com - Official BitPanda Support Thread (Read 3154 times)

SEHR DRINGEND!!!

Ticket 179785

Sehr geehrte Damen und Herren,

bereits seit einer Woche werde ich an der Nase herumgeführt. Ich habe schon unzählige E-Mails an den Support von Bitpanda geschrieben, bekomme aber immer dieselbe Antwort, dass ich warten soll. Wieso soll ich warten, wenn mein Account ohne Grund gesperrt wird und mein (!) Geld irgendwo in der Luft schwebt? Ich habe Bedenken, dass diese Börse nur Betrug ist und dass ich mein Geld nur übers Gericht zurückbekomme. Denn wenn ich es zurückerhalten soll, wieso ist es immer noch nicht passiert? Ich bestehe zum wiederholten Male darauf, dass ich mein Geld zurück bekomme.

Mit freundlichen Grüßen
Iyad Husein

SEHR DRINGEND!

Ticket 179785

Hallo,

leider werden meine Anfragen völlig ignoriert. Es wurde mir am Freitag telefonisch versprochen, dass ich mein Geld auf mein Konto zurück bekomme. Es ist aber immer noch nicht da. Wie lange soll ich noch warten? Ich bestehe darauf, dass mein Geld sofort zurück überwiesen wird. Vielen Dank.

Mit freundlichen Grüßen
Iyad Husein

DRINGEND!

Ticket 179785


Hallo,

ich finde es eine bodenlose Frechheit, dass ich nur die automatischen Bestätigungen von Bitpanda erhalte, dass meine Anfrage bearbeitet wird, aber sonst gar nichts. Es ist inzwischen ein Tag vergangen und es passiert überhaupt nichts. Ich möchte eine klare Antwort bekommen, wann mein Geld zurückerstattet wird. Es wurde sekundenschnell abgebucht, heißt aber jetzt, es ist erst innerhalb von 7 Werktagen wieder da. Ich bestehe darauf, dass diese unangenehme Situation schnellstmöglich geklärt wird. Vielen Dank.

Mit freundlichen Grüßen
Iyad Husein

DRINGEND!

Ticket 179785


Hallo,

mein Geld ist immer nocht nicht auf mein Konto zurücküberwiesen worden. Gerade habe ich eine E-Mail von Bitpanda erhalten, dass das Geld zurückerstattet wird, es kann aber bis zu 7 Werktagen dauern. Was soll das? Ich finde es äußerst unverschämt. Erst wird mein Account ohne Grund gesperrt, dann werden meine Anfragen sowohl per E-Mail als auch hier ignoriert bzw. mit keiner klaren Antwort beantwortet, und jetzt muss ich noch 7 Tage warten??? Ich bestehe darauf, dass mein Geld SOFORT zurücküberwiesen wird, sonst muss ich andere Maßnahmen ergreifen. Jedenfalls werde ich allen meinen Bekannten und Freunden sagen, dass sie mit Bitpanda am besten nichts zu tun haben sollen.

Mit freundlichen Grüßen
Iyad Husein

Dringend!

Ticket 179785


Hallo,

vor mehreren Stunden habe ich einen Betrag auf meinen Bitpanda-Account von meinem Bankkonto einzahlen wollen. Danach kam eine E-Mail, dass die Einzahlung manuell überprüft wird. Es sind bereits 3 Stunden vergangen, aber es ist nichts passiert. Außerdem wurde mein Account plötzlich inaktiv. Das Geld wollte ich über Giropay einzahlen, da es mir nahelag, dass es heute auf meinem Account ist. Sonst hätte ich genau so gut es mit SEPA-Überweisung machen können bzw. 2% des Betrags sparen können. Ich finde es sehr blöd und bitte Sie, mir zu helfen, dass ich weiterkommen kann. Denn der Betrag wurde bereits von meinem Konto abgebucht und schwebt jetzt irgendwo in der Luft. Vielen Dank im Voraus.

Mit freundlichen Grüßen
Iyad Husein

I sold once crypto, everything is fine.


after the modernization (new site design) I think they became bad comrades

Hallo Hammed,

mir wurde mitgeteilt dass bereits alles geklärt werden konnte. Falls du noch Fragen hast antworte bitte auf eines der Tickets.

Beste Grüße,
Sebastian
Team Bitpanda

Solved, but only after 3 weeks.
I got my money back, but after 3 weeks...

Hello Dav7,

For such questions please contact us under [email protected].

Thank you,
Sebastian
Team Bitpanda

Is there any other way to verify my account?

The OSD is German and I don't read that language, the ID now is not working well on my device, I see the operator but can't hear :\

I really would like to get verified so I can use more Bitpanda!

Some one stolen and withdraw my 1528 xrp coins.

I report that to support team and they said that this case will be forwarded to the matching department.And they deactivated my account.
But i ask him how is someone able to take my xrp when withdraws are not possible yet for xrp? and hi didn't answer me.

What i see from transaction description is that someone withdraw xrp from my bitpanda wallet to another wallet:rUEfYyerfok6Yo38tTTTZKeRefNh9iB1Bd that had 626,818.161369 XRP(i guess that is main "Bitpanda company" wallet where you store your xrp's,and then from there it was withdraw to 3rd adress that have 7,322.06872 XRP rUocf1ixKzTuEe34kmVhRvGqNCofY1NJzV
Because withdraws are not possible for xrp yet,this is "Inside job" from someone who work in bitpanda i presume.
If withdraws are possible thief will withdraw my xrp coins directly to his (3rd) adress.

Thief is also in last week change my bitpanda account password every 24 or 48 houres and this is another reason that is impossible to withdraw coins because when you change your password you can't withdraw anything for 48 houres.

I write here,so i can warn everyone that all yours accounts are threatened and in danger.

I will wait couple of days to see will i get back my xrp's,if not i will report this to police and regulators,and then they will do investigation.


DESCRIPTION OF TRANSACTIONS:

                     STATUS:
This transaction was successful, and validated in ledger 37226561 on March 14, 2018 6:52 PM.
DESCRIPTION:
This is a Payment transaction.
The payment is from rUEfYyerfok6Yo38tTTTZKeRefNh9iB1Bd to rUocf1ixKzTuEe34kmVhRvGqNCofY1NJzV.
The payment has a destination tag: 2017779088
It was instructed to deliver 1,528 XRP.
The actual amount delivered was 1,528 XRP
The transaction's sequence number is 30
MEMOS:
The transaction has no memos.
TRANSACTION COST:
Sending this transaction consumed 0.000012 XRP.
FLAGS:
The transaction specified the following flags:

    tfFullyCanonicalSig

AFFECTED LEDGER NODES:
It affected 2 nodes in the ledger:

    MODIFIED NODES:
        It modified the AccountRoot node of rUocf1ixKzTuEe34kmVhRvGqNCofY1NJzV
            Balance increased by 1,528 from 5,794.06872 to 7,322.06872 XRP
        It modified the AccountRoot node of rUEfYyerfok6Yo38tTTTZKeRefNh9iB1Bd
            Balance reduced by 1,528.000012 from 626,818.161369 to 625,290.161357 XRP

Hello aCiDsPuRn,

I answered your ticket again. Please check.

Best regards,
Sebastian
Team Bitpanda

---

Hello vedomy,

Please check out our website pantos.io for further infos. We also created a FAQ on our blog: https://medium.com/pantos/pantos-technology-ico-q-a-update-5745cf21a003

Best regards,
Sebastian
Team Bitpanda

A new service Pantos will be on this platform or a separate platform to appear?

Hi,

I just do some orders of BTC because I need to change BTC for other currencie because I need them Now, but in the last buy, mi first card says monthly online limit reached.
I cancelled the order and make a new one for the same ammount. I send the money from one bank account to another and paid from the visa debit fron this account.

Order ID    T194033933519335689
Timestamp    2018-03-12 00:14:57
Ordertype    Buy
Amount EUR    1,450.00 EUR
Amount Cryptocoin    0.18003491 BTC
Price    7,896.02 EUR
Payment Provider    Visa / MasterCard
Payment Reference    8948053574
Payout to    Your Bitpanda Wallet
Status    Processing
(There is a problem with your order, please contact the support via [email protected]
unfortunately you have used more than one credit card or a new one in your trade 194033933519335689. When you placed your order you agreed to following: "I confirm that the used credit card for this order is in my possession and registered under my name. Otherwise the coins will not be sent. Additionally, I confirm that the credit card has either Mastercard with 3D-secure or a Visa with Verified-by-Visa activated.You are only allowed to use one credit card per user! Using multiple cards will not result in any payout!" We can either refund you the amount on your credit card, or you can send us a photo to [email protected] of your credit card (please hide the first 12 numbers) showing us the last 4 digits alongside your ID/passport. Your name must be visible on the credit card and on the ID! Please don't forget to mention the trade PID, so we can find the trade you are referring to. Please let me know which option you prefer. Best regards,)   


I contect [email protected] but no answer, and I need my order, The coin I need to buy is going UP so fast and now I need to spend +30% BTC than this morning, and I'm loosing money the time since this order gets processed.

Please Help me,

Hallo JamesX,

es scheint sich alles aufgeklärt zu haben. Gibt es noch etwas bei dem wir dir weiterhelfen können?

Beste Grüße,
Sebastian
Team Bitpanda

My experience with BitPanda had been a very positive one for several weeks. Unfortunately, I started having issues with my account on Sunday and am still having issues till today. Initially the support staff were very responsive, however I have received no further feedback since Tuesday night. Is there anyone in BitPanda who can help? My ticket number is 147418.

Thanks.

CoinMarketCap should be able to list any exchange as long as their API can provide the trading volume, traded coins etc. and from a quick search, I believe they don't even have an API.

Is there a way to see BitPanda's daily / weekly volume?

Looks a great EU exchange, but it is not listed at all on CoinMarketCap.

Problem has been solved.
THANKS!

Good job on the SegWit upgrade. I just wanted to know If you included bech32 or is it at least possible to use them from our part? as you didn't state anything about that in your medium blog.

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

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

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 

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?

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

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

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.

Hello jgkorn,

your refund has been sent out today.

Best regards,
Sebastian
Team Bitpanda

---

Hello TheRasko,

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

Best regards,
Sebastian

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 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 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

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 DerOberst,

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

Best regards,
Sebastian
Team Bitpand

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 bitarms,

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

Best regards,
Sebastian
Team Bitpanda

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 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

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 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

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,

please send us an email to [email protected] so that we can check out what it is going on. You might send us screenshots also to help us further.

Best regards,
Sebastian
Team Bitpanda

please finish previous verification level first.


always that way appears.

to frustrating.


i did all.

all

passport , everything.
+i synced with verify id. all completed. but i cannot deposit.

please verify previous level verification first.
i go on previous level and is all verified

Please enter your correct physical address to finish your "Silver" verification.


WHERE?!?

clicking on my account it redirects to wallets!


how can i complete this thing?

Hello f288,

our verification partners unfortunately only work with these types of identification documents in italy. We work on alterntives though.

Best regards,
Sebastian
Team Bitpanda

I have a problem with bitpanda... I'm trying to do the verification but they ask for passport or id card (plastic, like a credit card).
The problem it's i haven't the passport and here in Italy we're still using an old type of identity card, and IDnow operator told me that I can't complete the verification. I find a bit ridiculous that I can't complete verification with Italian identity card or with driver licence that are used for everything like opening a bank account.

Hello Itibor,

if you can not use Sofort you can always send us EUR directly via SEPA. This option is available in the EUR wallet. Once the EUR are credited you can use the EUR wallet to buy coins.

Best regards,
Sebastian
Team bitpanda

Hi, my question is about using SOFORT. Hungary is not on the list of countries. SOFORT has services in Hungary. Are there any plans to include Hungary sometime isn the future? Sadly i cannot use my card at bitpanda because my bank does not have 3D Secure. It is just the largest bank of the country...
Thank you
ltibor

Outside of europe you can only sell bitcoins. See the limits here: https://www.bitpanda.com/limits

Hi, I am interested in joining Bitpanda. I live in Ghana and would be using my debit card to purchase bitcoins.
However from what I'm reading, you do not verify customers outside Europe. Does that mean I cannot join BitPanda? Or does it mean I cannot use my debit card from Ghana?
Thanks,
Amit

Hello,

You guys must be having millions of happy and satisfied clients but I really don't get the mistreatment I am getting. You closed my account as you mentioned you think I am supplying coins to someone else, I have already give you EURO400 via Skrill, and you promised you'll settle this in under a week. Now two weeks passed and all I got from the support team after a dozen emails we are very busy and we will try to do it later.

Can you kindly respect other people money, disrespecting a client is exactly like disrespecting all.

Hello muenchenguru,

unfortunately we do not have enough info from your post to find your account and trades. Can you please send us an email to [email protected] so we can check?

Best regards,
Sebastian
Team BitPanda

Dear Panda-Guys,

I newly opened an account with you.
It went all smoothly (besides the ID-process which you delegeted to a third party).
Now I am in the process of acquiring bitcoin.

The first buy I had to cancel because it turns out my bank doesn´t take part in this giropay-stuff.
Then I bought second time :

2017-06-12    Kauf    2,400.9687 EUR    200.00 EUR    0.0814 BTC    Ausstehend    
2017-06-12    Kauf    2,410.2360 EUR    200.00 EUR    0.0821 BTC    Abgebrochen    

Just for interest, do I have to pay more (get less BTC) because I am downrated due to canceling.

Thanks for helping me....

All the best to Vienna, amore meine Stadt :-)

Alfred

Hello,

So my wife and I were really excited about using BitPanda, we made an account, got into the U-Verify process and everything seemed to work perfectly, until we decided to buy some coins using Skrill, then we got the message:

Processing (There is a problem with your order, please contact the support via [email protected]. You have used a bank account that can't be attributed to your account.)

That was around 10 hours back, we emailed support but probably because it is Sunday nobody is answering, we're using our own verified accounts and our own money on both Bitpanda and Skrill. Everything is good. Can anybody explain to me why this is happening?

Thank you,

That is correct. Customers from outside of europe can not verify further. Here is a complete list of the limits on the different verification levels: https://www.bitpanda.com/faq#faq_22


Thank you for the friendly words.

I successfully completed a couple of buys on Bitpanda via SEPA, and I'm very satisfied of their service.

I also verified myself with the online procedure, and it took 15 minutes with very nice people on the other side.

So far, a recommended service!

We had an unexpected downtime in which we had to set up new servers. While we were at it we included an additional security feature and from now on we will ask our users to change password regularly. We didn't reset them. It is good practice to change passwords regularly.

We are sorry for the downtime. We always try to make BitPanda the most secure bitcoin exchange available.

I don't mean to spread panic or anything but I guess they had some issues or they got their servers compromised somehow. If you look at their facebook page , you will see "We are back online and fully operational. Sorry for the downtime." I doubt they will keep it a secret though , they probably only wanted to make sure that the security is good.

Why the hell did you reset passwords on 29.12.2016? What's the policy behind that? I can not imagine any situation where this adds additional security. Nothing in the FAQ. Is this really true? Please comment

Yes our service was called Coinimal back then. Unfortunately we still can only verify accounts from European customers.

Regards

I knew I remember seeing you somewhere , I always wanted to use your services on "Coinimal" but I had an issue for not being able to verify my info since I'm not from Europe , your services are still restricted in other countries ?

That's right, all fees, including third party ones are included in the rate. It's a simple and easy trade where one can, for example, enter the amount he wants to receive or he wants to pay and he will see instantly what he will receive at the end. After that he can pay directly. All payments except SEPA are instant.

It seems that the fees laid down in the rate of purchase or sale. These courses differ significantly from rates of cryptocurrency exchanges.

You would trade with BitPanda directly so that a trade can happen fast.

For fees you can check out these pages: https://www.bitpanda.com/trades/buy and https://www.bitpanda.com/trades/sell

The price includes the third party fees, that we would have to pay, also.

I confirm that his account/thread is officially from BitPanda

Is it something like Localbitcoins where you meet with other individuals or It's like Coinbase or Virwox where you trade with Bitpanda as a service Itself ? I also want to know the rates/fees If possible and thanks

Hey community, BitPanda Support Team here.

This thread will serve as the official BitPanda Support Thread here on bitcointalk.org. We welcome everyone to check out our service on www.bitpanda.com.



More infos about BitPanda:

Website: https://www.bitpanda.com

Social Media:
Facebook: https://www.facebook.com/BitPanda
Twitter: https://twitter.com/bitpanda

Our philosophy: We want to offer the Bitcoin Community a service that is more convenient than everything that currently exists, while still conducting our business within the legal framework to protect our customers and ourselves.This service allows you to buy BTC and ETH and receive them within minutes on your cryptowallet.

Offered Security Features:

• SSL Certificate
• 2 Factor Authentification
• Userdata is always encrypted
• TREZOR Coldstorage
• Different Servers for Web and Wallets
• SMS Verification

Our Payment Providers:

• Visa
• Mastercard
• Skrill
• OKPAy
• PayPal
• SOFORT Überweisung (Sofort AG)
• NETELLER
• SEPA (European Bank Transfer)
• EPS (Austrian Instant Bank Transfer)
• Skrill OBT (Online Bank Transfer)

Coins you can BUY/SELL:

• BTC - Bitcoin
• ETH - Ethereum

Your BitPanda-Support Team!