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[Resolved] / mastercard withdrawl

1 London, England, Greater London, United Kingdom Review updated:
Contact information:

I opened an account in December 2017 with $100 USD and I was going to buy Bitcoin. When I read that the minimum purchase was a lot more than $100 I went to withdraw the funds.
That transaction and every transaction since then has been rejected.
Your staff insist that the problem is with my bank but I have contacted them on various occasions and they have informed me that there is absolutely no limitations on my MasterCard account. I have received funds from other countries at various times and I have never had a problem with any transaction in the past.

Your staff continue to tell me that I need to open another account or convert the money to cryptocurrency and withdraw some other way. But I keep telling them that is not an option for me. I don't have crypto accounts or extra bank accounts or any other means of withdrawing my money and I don't understand how you can very easily take money from my MasterCard but you can't refund or make a deposit.

I have been at this for 6 months and i'm at a point now that it makes my sick in my stomach to try and deal with you. This is, without any shadow of a doubt, the most horrible experience that I've ever endured with a company in my entire life.

I am bewildered at how unwilling you are to try and help me with this issue with your staff just regurgitating the same useless information every time I contact them.

I don't have, nor can I get, another bank card.
I don't have, nor can I afford to open, any other crypto type account and I certainly don't have enough money to buy any crypto currency.

It is true I have been rude at times in my replies but in my defense, your level of service is abysmal and 6 months of it is just downright rude.

CEX.IO you should be ashamed of yourselves.

  • Resolution statement

    Customer care service did everything in their power to resolve this complaint. All attempts to contact the complainant have failed. Therefore, this complaint has been annulled and must not be considered where image of the company in question and it's services are concerned.

  • CEX.IO Customer Care's Response, Jun 15, 2018

    Dear Canicoll,

    Please accept our apologies for all the inconveniences the issue might have caused you.

    Kindly be informed that there might be issues with a withdrawal to a payment card, since the nature of cryptocurrency is still an unregulated feature within the bank industry. And if a card does not have any limitations, it still may not support cryptorelated payments. I also would like to emphasize that CEX.IO uses the services of licensed financial institutions, which are working according to their internal procedures, as well as your card issuing bank has its own rules with regard to cryptorelated payments. And once there is an issue from their side, we can not affect it somehow.

    In such cases our Support Team can advise either to contact a bank representative in order to check the reason of a card rejection and solve the problem or use another card for withdrawal. Besides, there is always an option to convert fiat assets in crypto and withdraw them in that manner.

    But in order to look more deeply into your particular case and help you to find a reasonable solution, kindly provide your user ID.

    Look forward to hearing from you.

  • CEX.IO Customer Care's Response, Jun 18, 2018

    Dear Vijay Kumar Thudi,
    Thank you for contacting us.

    Please clarify if there is something that we can help you with.
    In case you have some question regarding CEX.IO, please let us know.

    Look forward to hearing from you.

Jun 15, 2018
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      18th of Jun, 2018
    0 Votes

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