CEX.IO review: Account freeze and unauthorised transaction

I hope this message finds you well. I am writing to express my deep concern and frustration regarding the ongoing issues I have been facing with my account on your platform. As a longstanding client of CEX.IO for the past four years, I am disheartened by the lack of responsiveness and assistance I have encountered in relation to my account freeze and the unauthorized transactions that have occurred.

It is disheartening to note that my withdrawal request remains pending without any clear explanation or resolution provided. I am left in the dark as to the reasons behind the freezing of my account, and the lack of communication from your support team is both disappointing and unfair. Despite my repeated attempts to reach out for clarification, my messages seem to have gone unanswered, exacerbating the already distressing situation.

As a dedicated client who has traded over 8.3 BTC on your platform, I believe I deserve more than a cursory response to my concerns. I am more than willing to provide any necessary documentation to verify my identity and the legitimacy of my funds. I have already successfully completed the identity verification process with CEX.IO four years ago and have remained an active and responsible user of your services.

The crux of the issue began when I deposited my funds into the wallet associated with the address bc1qylxujv2sqc2kx8vzqmalreajtxjgz7nxmww6gu, sending 0.48 BTC. However, these funds were not credited to my designated wallet (3LwUEFzKhruYtGqGqjWjFakPAzEiPFU8X7) as usual. While the blockchain explorer indicates that the funds received three confirmations and should have reflected in my account, it is evident that someone on your team, with access to my private key, redirected my funds.

Subsequently, two transactions occurred that were not initiated by me. The first sent funds to the addresses bc1qlppge4jhc467mzmyh3ded0qgezlv32djsvk63d (242 USD) and 3MWKuAiT1epQCFRq53fU2UPybfz6nY2SB9 (1165 USD). These unauthorized transactions highlight a security breach on your platform, as I did not initiate or authorize these actions. Furthermore, a separate transaction withdrew 80 USD from my wallet on my CEX.IO account without my consent.

Despite these concerning events, a message from CEX.IO indicated that my funds had entered my account. However, upon verification through blockchain explorer, it is apparent that my wallet (3LwUEFzKhruYtGqGqjWjFakPAzEiPFU8X7) only contained 1 USD. In an attempt to reclaim my funds, I initiated a withdrawal, yet it remains pending with no clear indication of its processing.

I am deeply disappointed by the gravity of this situation and the lack of support I have received. I feel compelled to state that I will take necessary legal actions to confirm my rightful ownership of the funds, as CEX.IO is a registered entity that is obligated to uphold user integrity and safeguard their assets. I implore you to address this matter urgently and return my funds to me in a timely manner.

I sincerely hope that this communication serves as a catalyst for a swift resolution. My patience is wearing thin, and I request that my concerns be treated with the seriousness and professionalism they deserve.

Thank you for your immediate attention to this matter.

Yours sincerely,

Andi Qytyku

up124057168