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Replied
kyc/aml information request with deposit suspended without reason and ignorance
I used cex.io to deliver my mining profits, with time I relay on them but at a sudden, cex.io suspended by deposits and requested to fill a form for kyc/aml with other information requested, so I submitted quickly now over a week no response nothing, just destroying my business. I keep sending msgs but no answer, just ignorance, they are totally not reliable.
They accuse me of doing illegal activity but I am sure I have done none, so I don't know what they are looking for, I even offered them my accounts passwords just to speed things up and prove to them they are wrong, but seems they don't like to be found wrong, I don't know what they are doing, I don't know what they plan, I don't know if they even looked into my matter, I all I know I am loosing day by day until I find and get my self verified with another exchange.
I made my point and I guess everyone here knows how you treat a customer.
You can’t give proof simply because you don’t have it, why do you lie and say we can’t disclose it here?! Just say you don’t have it.
And what suspicious transactions I have made?!
All my transactions was small amounts that in total about $1000 a month. I have made one transaction of $2000 between 2 cards that both under my name and both verified by you.
None of the above considered suspicious transactions for money laundering by any financial or law entity, if you say the otherwise can you submit a link to law or legal or government entity says the otherwise and confirm that my transaction was suspicious transactions?!
You have suspended my deposits wrongly? So you need to proof that you did it correctly, at least to me. Don’t tell me it is your procedure and you were following it, money laundering guide lines is set my governmental entity and you must be following one.
You have to either proof that you responded and handled my case correctly or provide official apology to me through your help desk.
Whatever you send to me will be shared here to everyone that considering dealing with CEX.IO in future.
I am just an frustrated customer who was a victim to CEX.IO unregulated rules, cause me financial loses and time wasting.
I am sure this will highlight how CEX.IO can improve, but as start CEX.IO should admit it.
Okay, here is my id up109744031
Note that I have provided it to you in other forum, then I heard nothing from you, the forums is a proof that you haven’t response back.
I was expecting you to say that you can’t share screenshots here, okay, you know my id now, so send me the screenshots proving that you have done what you should do and I will share it here, prove that you have informed me correctly and responded to me correctly.
First, As per your terms you have no right to suspend my deposits, as per general laws, the amount I was depositing was very small to be considered under AML. So in that case you should request information without my account suspended. Give your self some time to read, please understand your work. Again who did hire you?!
Second, I sent many massages, I don’t get a response to my requests. Like when this will finish, or have you sent a confirmation that my information was received? Have you sent an update like usual customer service will do, like, sorry for the delay your request is still processing, so I know I am not forgeten, etc.
All you have sent was a threat to suspend my account when I tried to get your attention, which i did and within 30 minutes you finish my AML problem after 9 days!
Go look into my activities and show everyone here that you can give a proof that you did, give a screenshot that you did it properly.
Stop sending the crap you send above and send something with proof, i dare you if you can.
I am wating for your response...
This is the same answer I received in other forum, I provided the with my ID and didn’t hear back from them.
The point here they cannot punish users without proof, it is fine implement the procedure for AML as per regulations but unless the user don’t provide info, then suspend his account partially or fully.
The complaint has been investigated and resolved to the customer's satisfaction.
We would like to apologize for all the inconveniences AML/KYC procedure might have caused you.
We take every comment and feedback very seriously as we are doing our best in order to improve our service. Please rest assured that we do really care about each our user. And we were trying to reach you via the phone several times in order to explain all the details of the AML/KYC policy and to apologize for the stressful and tiresome process but there was no response from you.
Kindly be informed that we strictly follow KYC/AML policies. We are obliged to make this procedure mandatory for our users in order to ensure a safe trading environment on our platform and compliance with the regulations in the countries where we are active. Therefore, we need to verify our users identity and understand their activity. That was the reason you were asked to complete the procedure and we are glad that your case has been successfully solved.
Thank you for your cooperation and patience.
As we can see your case has been successfully solved. AML/KYC procedure has been completed for your account and all the services were enabled. Due to decision of our Compliance officer, the details of the investigation can not be disclosed in any case.
Should you need any assistance, please feel free to contact our Customer Support team via the next channels:
https://support.cex.io/hc/en-us/requests/new - Help Centre
https://www.facebook.com/CEX.IO - Facebook
https://twitter.com/cex_io - Twitter
We would be glad to assist you 24/7.
We are sorry about delay in resolution of your case.
Please be informed that Complaints Board is only the additional support channel for the minor tips and guidance and our Users’ personal data must not be shared here due to security purposes. All such requests should be investigated by the Compliance Team via the main communication channel. Thus, for the above mentioned reason, we can not provide you with any screenshots or proofs here.
Besides, you haven't provided your user ID and we are not able either check your particular case or consider providing some proofs. We would like to emphasize that we have requested for it twice in order to help you.
But as you have already mentioned, AML/KYC procedure had been already completed for your account.
In order to get more thorough knowledge as for our AML/KYC policy, we kindly advise you to check the following link: https://cex.io/aml-kyc
Please also pay attention to the clause 3.2 of our AML/KYC policy:
With regard to the AML/KYC Policy, CEX.IO will monitor all transactions and it reserves the right to:
- ensure that transactions of suspicious nature are reported to the proper law enforcement through the Compliance Officer;
- request the User to provide any additional information and documents in case of suspicious transactions;
- suspend or terminate User’s Account when CEX.IO has reasonable suspicion that such User engaged in illegal activity.
Kindly let us know if there is anything else we can help you with.
Please accept our apologies for all the inconveniences the issue might have caused you.
Kindly be informed that some services of our platform might be temporarily suspended until an obligatory AML/KYC procedures for the account are not completed yet. It is a standard process we need to follow and it is not intended to punish our users, but to stay compliant with the international and local regulations. However, the procedure usually takes some time as all the information should be checked very carefully.
In case our users provide all the requested and relevant information, all the services are enabled after the procedure completion. Thus, cooperation on this matter is very important.
Please let us know whether your request was solved and if you still need assistance on this matter. And kindly provide your user ID, so we can check the status of your inquiry and speed up the process for you.
We sincerely hope for your understanding and cooperation.
Thank you for your post.
Please be informed that both international and local regulations require CEX.IO to implement effective internal procedures and mechanisms to prevent money laundering and any kind of illegal activity and we can assure you that AML/KYC check is a regular process for any active user on our platform.
In order to provide you with a detailed answer, we kindly ask you to let us know your user ID or ticket number.
We are sorry for the inconvenience
Replied
deposits
I deposited 2BCH (approx 3000 USD) in cex.io at March 6th.
Today is May 10th and I don not have those 2 BCH into my balance yet.
I only have a message in my transaction list that says:
"Payment is being checked by compliance. Please check your email for details."
For sure, there was nothing to check in my mail inbox. Then I tried communicate with them. They initially answered my emails (asking for documentation and so). I provided everything they asked (despite I've been working with them for months without any problem). Nothing was solved, and they finally told me that the problem escalated to higher levels.
I continued asking but since one month ago they do not answer to my emails (I just get an automated response about each request was received).
I also tried reported the case into their "issue report tool" providing all the required information: blockchain reference, etc. No answer from them.
I feel scammed.
The complaint has been investigated and resolved to the customer's satisfaction.
Thank you for sharing your feedback. We take every comment very seriously as we are doing our best in order to improve our service.
Kindly be informed that we have certain procedures that are obliged to ensure compliance with high international standards and policies. And in order to prevent and mitigate possible risks of CEX.IO being involved in any kind of illegal activity we may request our users to provide some additional information. And some services of our platform might be been temporarily suspended until an obligatory AML/KYC procedures for the account are completed.
We would be happy to assist you with your particular case. Kindly provide your user ID and ticket number, so we can investigate your request.
Please accept our apologies for any inconvenience the issue might have caused you.
On behalf of CEX.IO,
Social Networks Specialist
Replied
cex.io btc deposit pending for weeks
I sent bitcoin (BTC) to my CEX.io exchange account and it has been put on PENDING for almost 3 weeks now by CEX, despite being confirmed successfully by the blockchain. Even though my account has worked for over half a year I was asked for more documents to submit for verification, I submitted these back to them but their compliance department is doing nothing about it and my money remains locked away from me. Whenever I submit request to support, they tell me it will be escalated to compliance department, but then they never reply. Open ticket #728332. Awful service and lack of communication, very stressful and worrying and I know this website is causing a lot of other people the same stress.
The complaint has been investigated and resolved to the customer's satisfaction.
Thank you for bringing our attention to your case.
Your BTC deposit was frozen because your account is under investigation by our Compliance Department.
Please be informed that we provide our services in accordance with strict AML/KYC rules, which were developed by international legislation and specific demands of particular government. Because of this, we are authorized to request our users to provide us with information that can confirm the origin of their funds. This statement is mentioned in our “Terms of Use“ and “AML/KYC Policy”.
Please do not worry, this is just a regular check for any active user.
We would like you to know that your email with requested data was received and passed to the relevant department. Compliance Office will provide you with an update in the nearest time
Thank you for your understanding.
Replied
incorrect way of charging card
up118582514 - CEXIO has charged my card incorrectly as cash advance instead of credit card purchase. I have added my credit card ending with 8844 Master Card. I have made a transaction of $103.89, but instead of charging the card as credit card purchase, CEX.IO charged the card as cash advance. I was charged heftily for the cash advance. All my friends has used the same way and it was a credit card purchase transaction for them but me CEXIO failed very greatly by making my experience a disaster. Please compensate for the loss I incurred and time am wasting in raising requests with my bank and CEX.
I have raised multiple requests but they all get a lackluster reply.
Request Number - 690169. On this I get a reply saying for Master Card this is how they charge. But I have my friends using Master Card and they did not face this issue (example user name up118158298 ; Sanjib)
The complaint has been investigated and resolved to the customer's satisfaction.
Thank you for sharing your feedback.
Kindly be informed that payment processors both Visa and Mastercard have reclassified the way cryptocurrency purchases are processed on their networks. Such transactions are now being labeled as a “cash advance” rather than a “purchase.”
And in order to let our users know about current updates, we have posted the information on our official blog. Kindly check the article on this matter: https://blog.cex.io/news/card-maintenance-17053
Please kindly note that due to those changes the fees may be charged by your payment card issuer as they take the decision regarding the funds processing method according to their policy. And your payment card issuer is required to disclose the method it uses to calculate your cash advance fee.
Unfortunately, it is the regulator's decision. We can not affect it somehow but have to follow in order to provide our services.
Thank you for understanding in advance.
Replied
return of funds
I am up101050255. I deposited funds in December. After a disagreement about documentation I asked for my funds to be refunded. It took them a month to tell me that they had been refunded. January 14 the funds were evidently returned. As of today, March 9th, I have not received them. I am organizing my paperwork and preparing to send it to the police department in london so they can get it to the proper authorities and get these guys shut down.
The complaint has been investigated and resolved to the customer's satisfaction.
We are sorry for the delay with a reply on this forum.
We would be happy to help you, but we do not have enough data to locate your case. In order to provide you with more accurate answer, we kindly ask you to give us your ticket number.
Replied
cex.io funds not refunded
I transferred us$10, 000 on 14 january 2018. The deposit got rejected because of incorrect reference number. Cex informed me they have processed my refund on 6 feb 2018 and it can take upto 20 business days for the bank to process.
Till today, I have not received my money back. I have emailed them multiple times and they just tell me it's under process by the bank. Not acceptable anymore!
Id: up108984857
Thank you
The complaint has been investigated and resolved to the customer's satisfaction.
We are sorry for the delay with reply on this forum.
We do not have enough data to locate your case. In order to provide you with more accurate answer, we kindly ask you to give us your ticket number.
And I think I know just the righ Law Firm for this type of issue
Get yourself a good law firm
I'll advice you to take the legal route against them before it's too late.
my money not received back from cex.io
My client ID at CEX.io is up111613206
My ticket number is #551417.
CEX.io emailed me and said that they had sent my money back on 18th January 2018 after more than a month from the first correspondance.
and CEX.io still hasn't send my money back.
CEX.io closed my tickets with the explanation below
"This is an email to remind you that your ticket (#551417) has been pending for 3 days and will be sent to our temporary halt section due to inactivity. You can always reopen the ticket by replying to this email."
As a desired solution, I would like to have my money back today.
Related email from CEX.io on 18th Jan 2018:
Bill D (CEX.io)
Jan 18, 10:11 GMT
Dear up111613206,
Thank you for patience.
Funds were send back.
Please note that SWIFT can take 3-5 banking days for banking system to process this transaction.
In some cases it can take up to 14 banking days to process your transaction.
Thank you for understanding on this matter.
Best Regards,
Bill
Finance team
I couldn't get any response from anybody. What should I do?
Hello I'm Greg. My best advice is that you stay away from trading & focus on recovering your funds.
I started trading binary options over a year ago through Binary Tilt, Banc De Binary & Citrades who unfortunately for me happened to be unregulated brokers. Everything was fine till I tried withdrawing they gave me one long story after another. I invested over $140, 000 in total, I wrote emails, made several calls, still I got no feedback whatsoever on what was going on with my withdrawals.
I hired a refund solution professional/ Legal Team who recovered $700, 000 within weeks which included punitive damages. Feel free to reach out, I'd be happy to help. gregsimon231@outlook.com
unable to withdraw usd cash
up108905679 I invested $1k in Aug 2017 and when Bitcoin hit its peak, I pulled $2k out in Dec 2017. Now I am trying to get the money into my bank. I keep trying to get my card verified for withdrawals but they never give me the option. I have sent five emails to support and none have gotten a response. No apparent issues getting my card verified for deposits but I am being denied the ability or help to retrieve my cash.
account blocked, money disappeared.
user id111459317
I registered at cex.io, visa card was verified.
14.12.17 I invested ~300$. screenshot of bank transactions attached.
24.12.17 I had 460 and bought ripples. I made screenshot of Transaction history and logged out.
25.12.17 I'm not able to login as website is rejecting my login. At the begining it was rejecting my 2FA, after some time I've got login failed issues, so I cant get to the 2fa code check screen..
At the same time I have access to my account via cex.io app, I see all transactions history, but as every body knows cex.io didn't included money withdrawals history to the app (now I understand why) so I cant prove I didnt withdraw money.
So my balance is completely zero, nothing!
Sent request to support cex.io - no reply.
withdraw severely delayed
Date of the incident: 29 Nov 2017
Client number: up110992904
Description:
CEX.IO is a digital currency exchange.
More than 2 months ago, I have requested a withdrawal of 6000 GBP of my money from CEX.IO. There has been serious delay in the request processing. I waited 20 days as they said on their website, but I have not received my money back yet as of today (23 Jan 2018).
On 29 Nov 2017, CEX.IO notified me that they sent the money, but I have never received it nor my bank has seen any sign of incoming money. I believed they just lied to their customer.
I have been chasing support for almost 2 months, but no one answer me.
Desirable solution:
Please refund my money.
Every user's complaint about CEXio is bad; do you know why that is? because CEXio is a fraudulent business. My account was suspended for many months, and they're very good at not responding to customers.If you send them emails, they will never help you.
Reading some reviews on this website led me to a Paige McCubbin article. Although the post was about a cryptocurrency-bank-scam-related case, it focused on how she had been assisting others in getting their funds from scammers, both individuals and businesses.
I contacted her on Telegram; her name is Paigecubbin. To my delight, she was able to retrieve my funds from CEXio within three days, and I had the money deposited into my bank account. To get your funds, I advise getting in touch with her.
unable to withdraw
Cex.io is a scam site... Been over a month not able to withdrawal.. Very quick in taking the money but time to withdrawals you get stupid stupid ridiculous email excuses to why its not possible to withdrawal... I have sent them over 10 emails for them to fix the issue and release the funds... But always getting the same emails... Please anyone who reads this please don't put your money there... They are scammers with will steal your money, plus the site is very buggy. I [censor] hate these people... Stupid idiotic fools... Stay away from the site or else you will end up in my position.
visa debit card withdrawal issue
I've a serious problem with CEX.io withdrawal.
Five to seven days before I've made eight different withdrawal requests with total amount of 12.000$. Although all of them are stated as completed in CEX.io web site, till now nothing was reflected to my debit card. I've contacted with my bank and they also did not get any transaction from CEX.io neither successful nor failed.
The most annoying thing is, I've raised a ticket on 11th of January and they did not read the case and set the case as resolved with a common template answer. Then I raised a second ticket stating that they did not resolve my case and guess what, they did not read it and replied with same common template again. And finally they replied it and state that
"they are sorry for delayed reply. Due to extremely high load of requests it will take us extra time to resolve your issue. " But no progress yet.
Desirable Resolution : I've requested from them that if they are not able to solve the issue, perform the cancellation all of the withdrawals from me and return the amount to my CEX.io balance but no answer from them yet.
First Ticket : 620173
Second Ticket ( In open status ) : 622728
Client id : up107882695
In summary, It's been a week and still did not get any proper response from this company. If i do not get a proper solution i will also report that company to fraud department.
https://www.actionfraud.police.uk/
Regards
withdrawal issue
15 days back I transffered $2000 from CEX to my debit card but still its not reflecting. I have mailed them many times, last reply I got from them is "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."
I have no contact number of them. Don't know how to connect with them and complaint about this.
payment not booked to my account
On Dec 1 2017 I sent 2000 USD to my account. As instructed I sent that money to a Cyprus bank along with the correct order number. Now, 6 weeks later, the money still isn't booked to my account.
My client account name is "Michael B***m". (starified for privacy, cex.io should be able to find full ID). It is a full verified account, with all proof of ID etc.
I sent all necessary proof of transfer to cex.io, along with a confirmation of my bank etc.
I continously keep reminding the support of cex.io daily to investigate into the matter. Because if I don't do that, I receive a mail that my request is "being closed for inactivity".
I was mailed once that cex.io asks for patience. But if I'm patient they close the request. Laughable. You are asked to wait, but if you wait, that is then taking as an excuse to steal your money, or what?
It is my impression that cex.io has a far too small sized support and is not able to cope with their business.
I have now given the problem to my lawyer who will report cex.io to Police for theft and fraud.
And even though I repeatedly announced this step to cex.io they don't care giving an answer. It seems that cex.io has no problem being a theft and fraud company. Maybe they are.
I can only advise everybody to stay away from this crypto-exchange.
Every user's complaint about CEXio is bad; do you know why that is? because CEXio is a fraudulent business. My account was suspended for many months, and they're very good at not responding to customers.If you send them emails, they will never help you.
Reading some reviews on this website led me to a Paige McCubbin article. Although the post was about a cryptocurrency-bank-scam-related case, it focused on how she had been assisting others in getting their funds from scammers, both individuals and businesses.
I contacted her on Telegram; her name is Paigecubbin. To my delight, she was able to retrieve my funds from CEXio within four days, and I had the money deposited into my bank account. To get your funds, I advise getting in touch with her.
withdraw money
12 day passed, still CEX.io unable to send money. Here is last letter of CEX.io
Dear up115119944,
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.
up11511994
up115119944
Jan 9, 11:17 GMT
I got this letter on 30th of december from you.
'Your request (579326) has been received and is being reviewed by our support staff. We kindly request for your patience while your request is checked and surely a support team member will get back to you.'
And 10 more days past, but nothing change.. Please complete my money transaction request.
Solved.
eth withdrawal showing "sorry, we are unable to locate this transaction hash" on blockchain and does not get deposited to desitnation.
Transaction not showing on blockchain and in payments tab also but shows in Transaction Please could you check this transaction 0x90af2efe53a69921a1b1a35fd8cb49dc631f275530fd10e51133664a23600ac9
https://etherscan.io/tx/0x90af2efe53a69921a1b1a35fd8cb49dc631f275530fd10e51133664a23600ac9
No response from support team not even acknowledgement of the issue.
really frustrating. :( :(
User ID
up113183313
withdrawal issue
I am trying to make withdrawals from my account on cex.io and I am receiving the token to authorize transaction via their withdrawal terminal, however it keeps on giving the error of initial transaction not found, I have tried multiple times and yet no resolution I have also filed a complaint yet no response, this seems to be like a scam situation, the email I did receive was a generic response that they have multiple requests and they are looking into it which honestly is pathetic
ID: up114371166
unauthorized money transfer
Hello,
I registered on you Cex.io and deposited money in exchange for XRP, on December 22. Money was successfully transferred to your account.
On December 23 the same amount was transferred from my account, without my initiation, approval or knowledge.
Amount is not reflected on CEX.io deposit, it is just blocked from my bank account. I guess it is being transferred to CEX.io account, as I can see from the details of the transaction.
I have requested to refund money transferred without my request.
My issue still has not been resolved, up111977493
Could you please respond to my request,
Thank you in advance,
withdrawals, account up114059125
I have requested a withdrawal of funds to a card several times, that failed. I have then requested to withdraw to my bank account and that is still pending after 4 days. However, the cards that needed verification was done while the withdrawal is still pending? I have added a new card with an appropriate photo and that was instantly rejected? Why is that?
Why can't i withdraw my funds to my debit card only to a bank account? This then means you are charging higher fees.
I have sent several emails to support and they closed one of them due to inactivity, not from my part but from their part! Without an appropriate response. I find this all suspicious to say the least.
money withdrawal impossible
I have tried to withdraw my account balance from CEX.IO. The VISA withdrawal was accepted immediately after I requested the withdrawal. However, the minimum amount of time they have given for money to reach my account has been past, and I have written the customer service several times and I didn't get any reply. I am starting to fear that CEX.IO is scamming people. My user name is up111784623 and I have written to the support team with the ticket number 566600
Overview of CEX.IO complaint handling
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CEX.IO contacts
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CEX.IO emailssupport@cex.io100%Confidence score: 100%Supportakhil.g@cex.io100%Confidence score: 100%Supportweb@cex.io100%Confidence score: 100%Supportcomplaint@cex.io98%Confidence score: 98%supportdpo@cex.io96%Confidence score: 96%
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CEX.IO headquarters2nd Floor, 1-5 Clerkenwell Road, London, England, Greater London, EC1M5PA, United Kingdom
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