CEX.IO
Reviews and Complaints

Since i started using cec io wallet i always withdrew without any husstle and if there was any problem that arises i would chat with them and they will assist immediately but yesterday i tried to wothdraw several times and my withdrawal cant go through it constantly say rejected i dont know why i tried sending emails and chat to support up until this moment no response and i have an emergency i need to attend to this is totally incoviniencing me.

I have been going back and forth with "Lucas" from CEX for the past year trying to transfer MY BTC to MY personal wallet. I have sent them the appropriate information of bank statements of where I had my funds, the funds transferring to CEX.io. I even had to prove that I sold my home to fund my savings account. They REFUSE to unlock my account and keep requesting more information. They easily take your information when you sign up to prove your identity, yet they do stall tactics when you want your money back. It's plain theft.

Hi there, i am your client more than 4 years now i am all verification done.

I have made more than 1k transactions from your platform in-out more than 10k $

My problem is i have made a deposit on date "2023-01-25" here is the TX id [protected] , since this deposit i am not available to use my found to withdraw on another wallet or on the bank the money is stocked on the wallet.

Please help me to end this i really need this money i have wait more than 2 months nothing new happens on my case

User id: up135441235

I’ve used cex.io up to this point easily and smoothly, but out of the blue a few weeks ago they froze my funds. They said there was “suspicious activity” which is nonsense. I verified everything they asked for and sent over 200 screenshots of withdraw, deposit, and other account information.

“Richard” from account management was somewhat helpful and very responsive (thru email), but once I sent all of his requested documents and screenshots in, he stopped responding. The do not have a customer support phone number, so I feel completely abandoned on this issue.

All I want to do is withdraw my funds. I have about $5000 tied up in this cex.io wallet, so needless to say, this situation has been devastating financially.

Please do the right thing and just let me access my own money and withdraw it to my own bank account. This has all been an absolute nightmare.

firstly my user ID up132336516

this is my 3rd complaint here it seems to be the only way to get assistance. my account has been frozen again i waited a year for it to be unfrozen previously. i tried withdrawing xrp and i was decline stating "Unfortunately, the region you are attempting to transact from is not supported by our Terms of Use.

For your safety, the below transaction was rejected, and future transactions have been temporarily suspended while we assess the situation. "

I've been located in the same place ever since i opened my account, my country IS a supported country the only thing i did different was logging into my account in an internet Cafe. i wrote to support via live chat 4 days ago and i emailed 2 days ago no response. what is the purpose of live chat if they don't even respond?

I had a fully verified account and had no trouble sending money to my CEX account, but when I tried to transfer the money to my bank account, I was rejected and told to contact support.

Support asked for more documents, which I sent; I was promised a quick review, but they lied to me; they took months to respond to my emails; and every request to withdraw was rejected.

I recently read a thread on this website about Paige Mccubbin and how she has been assisting individuals like me in reclaiming their money from con artists.

I messaged her on Telegram using the name Paigecubbin. Short version: she was able to reclaim my money from CEX and have it transferred to my bank in less than four days.

I'm writing this post to raise awareness for anyone else who might be in a similar circumstance.

Never again will I use CEX.

up119584034

You have locked my account for over 2 months for absolutely nothing. And kept over £400 locked on your platform. I have tried over and over by email to resolved this and now you won’t even reply to me. My next step is getting a solicitor involved.

All I want to do is withdraw the funds back on to my verified payment card. I am level 2 verified. There is no need to hold my money for this length of time

This is the second complaint I am writing here and it concerns the same company. The first one was marked as resolvedeven though it wasn't and I can't find a way to contact the ComplaintsBoard support team. They have contacted me since the last complaint asking me more absurd questions such as the transaction history from other peoples' wallets. I apologize in advance if this appears as spam as it is not my intention.

My user ID IS up140267968

I tried to withdraw crypto to my hardware wallet and was told in the Notification Center to upload a selfie with verification card. I submitted this which had been approved and am still not able to deposit or withdraw any crypto using the CEX io mobile app. This is due to them saying I need to also upload a selfie with card for request *9fb9. However, this was for an old bank card which has now gone missing and so am unable to provide a selfie with this. As such, I have deleted those card details from my card manager. I don’t see why I would need to provide a selfie with my old bank card seeing as I have already provided a selfie with my current bank card details, as well as completing level 2 of the verification process.

When I try to deposit or withdrawal on the website it says “you have reached your daily account limit. Please try again tomorrow or increase your account limit by completing the next step of the verification process”. considering I haven’t deposited any funds for months, or even been able to made a withdrawal since signing up, as well as already completing level 2 of the verification process, this is clearly an error.

I contacted CEX on 29/1/23 1:41pm and 2/123 6:21pm and have still have not received a response to either, so this is more or less a week

I have been a cust9mer of cex.io since 2017 and have made regular deposits/withdrawls.

Recently my account was suspended and after having sent all the necessary information i was told "In an effort to continue providing safe passage along your crypto journey, and to protect your digital asset portfolio and information, deposits, withdrawals, and trade operations were temporarily suspended while a few additional security checks are performed to meet our regulatory requirements."

This was over two weeks ago and they have not read or replied to my request of "how long will this take" when normaly they have replied within 1 working day.

After the colapse of ftx and various other knock on effects to other exchanges this is very worrying.

Why is nobody replying? How long will theae so called security checks take?

I understand that security is important but when you block an account and do not reply people are forced to take extra action.

my user ID is "up132336516 " this is my second complaint here, the first one was marked as resolved but it wasnt. the reachout since early december and still coming up with the same excuses about reviewing it has been 9 months ive sent the information MULTIPLE times my account is verified level 2 what more do i need to do to regain access to my account ive sent all screenshots all emails . the take an entire week to respond sometimes they dont even respond. everytime i contact support the tell me it has been escaleted. how amny levels does this need to be escalated to for this to end?

After about 7 years of using CEX.IO, out of nowhere they freeze my account without even informing me. Only once I had e-mailed them and asked why I could not do anything with my assets did they tell me that my account was frozen. They proceeded to ask me questions about the origin of my assets, which I gladly provided for them in the fastest manner possible. The only thing I did not provide them is transaction histories from other peoples' wallets as I see it sensible and private information of the wallet holder. Once I had given them all the information they had requested, they just stopped replying to my e-mails and now I cannot reach them nor control my own assets.

I have been using the Cex.io exchange since 2017. My account has the third and highest possible level of account verification on CEX. I really had no problems with them until recently. They asked me to provide them information about a deposit transaction worth 0.01btc, 3 months old. I sent what they asked for and explained everything. After that, they informed me that my account has been suspended until further notice. To make the irony even bigger, they didn't block my 0.01btc, but CEX blocked all the funds on my account for which I regularly submitted proof of origin during these past few years. First, they responded to emails during the day, then in 3 days and then in 7 days…. And now, after two months, they haven’t been responding to my emails for more than 10 days.

They are very wrong if they think that I will forgive them blocking my legal funds in an illegal way.

I hope for a peaceful solution, but reading all these comments below, my hope for a peaceful solution is diminishing. If there are any changes and if my funds are unblocked, I will let you know.

Until then, avoid this exchange

CEX.io has my account locked for months now every time i reach out they give me a excuse about still being check , it takes 6 months to review my documents further more my account is already verified for me to withdraw $10000. support is non existent they have now stopped replying to my tickets. up132336516 this is my account id ive already sent all documents im tired of waiting.

I have a fully verified account on CEX (exhibit 1) that allows the deposit and withdraw upwards of $10,000 worth of funds into and out of CEX, this verification was obtained by following the due process laid in place by CEX and is supposed to be for KYC/AML requirements, which is great.

However, on the [protected]:17:08 I deposited 2804 USDT into the account which was then verified and the deposit approved by the CEX team (Exhibit 2).

Now, I traded and converted the USDT to USD on [protected]:14:26, which was again executed and completed by CEX (Exhibit 3). After this I wanted to withdraw my USD amounting to 2759.76 to my bank account and submitted a withdrawal request on [protected]:42:46, this was subsequently rejected without any information or notification (exhibit 4.)

On 11/23/2022 I reached out to support asking, what the matter was and why was my withdrawal rejected, to my utter surprise, I got a reply that goes as follows: — "Thank you for reaching out to us here at CEX.io. We greatly appreciate your kind patience!

We would like to inform you, that deposits, withdrawals, and trade operations are temporarily suspended for your account due to the need for additional security checks to be conducted in line with our regulations.

During this process, we may require your assistance to complete these checks and we will advise you accordingly if such a need arises, we will also advise you of the outcome of the process.

We appreciate your understanding 🙌" (Exhibit 5). — This obviously is not true because they did process my deposit and approve it and also executed the trade. The only thing they are limiting is the withdrawal, which clearly constitutes fraud. After this reply, I did get back to them asking what the next steps are and how I resolve this, but there has been nothing.

I am in the process of filing a complaint with the regulatory bodies under whose license CEX operates in the US and also meeting with an attorney to explore my possible legal routes.

CEX.IO will not let me withdraw XRP to Ledger despite having correct address and Tag. Have tried many times over many days and am Level 2 verified. Each time I try with low coins or high coin amounts it notes that I have exceeded my withdrawal limits and should try the next day.

Have tried to contact CEX.IO via chat and email over many days and no response.

Complaint description:

I am a foreign resident, registered customer with their financial services. However I've been subjected to AML/KYC verification by their employee Ms. Kira Harmon.

For all of this I keep our correspondence as a proof and can provide it later on.

Firstly

Their AML/KYC verification process is composed like police interrogation. Asking the same questions over and over again, trying to catch a lie, asking for too many screenshots, sometimes humiliating questions. Then silence for days, then again the same questions, like it will never be over, like they intend you to lose your patience and just give up. I understand the need and importance of AML/KYC verification, but I believe that their practice amounts to abuse and harassment and it is not what the lawmakers intended it to be applied in practice.

Secondly

I suspect political discrimination. I think that different countries have different treatment and also believe that if they were thinking of harassing and abusing people in certain countries they shouldn't work in those jurisdictions.

Thirdly

At the beginning of the process I was specifically told by Ms. Kira Harmon of cex.io that my account with them will not be suspended until the process is over. Of course they did the opposite, and I see it as a breach of contract, because I was misled and kept using the account with confidence. By suspending my account they inflicted financial losses on me.

Fourtly

Because of the surprise and shock of frozen assets and I repeat I was told that wouldn't happen, I suffered from nervous breakdown, and had to seek medical help to be calmed down. I had to call an ambulance... So psychological trauma is evident.

I asked them to stop the verification process and permanently close my account because I just couldn't take it anymore. I thought they will comply but no, they are draging assets return and I am losing all hope. This is exchange, market we are talking about, prices are changing by the minute and they are draging you for days, weeks etc. your assets frozen...

05/01/22 - attempted to withdraw funds to ACH bank account. Unable. Called -888 number who claims they cannot help. Send email to [protected]@cex.io, it has been 3 days. They've never responded. Reached out to CEX_IO reddit account. Never responded. Finally found "chat" function on 05/03 - there is an open request from about a year ago to verify a card(s) that have since either been retired, expired, or no longer used. These cards were never allowed to do a deposit and have never provided funds for the account. They're not even part of my account profile.

I need my funds and to close my account. I've complied in every way that I can, and CEX has plenty of information on me. Nothing illegal has taken place.

I am the US resident for 4 years. But my account was blocked and verification is annulled. In 2017, I lived in the Russian Federation and my account was opened there. But as I said for 4 years already live in the US and pay taxes. Explain to me, on the basis of what law, did you blocked my money and the possibility of withdrawal?

In social networks, the company claimed that users who registered this long ago will not affect. Was it lies?

Trying to withdraw BTC. Their help section states this should take around an hour. Been stuck for a day pending and ‘under compliance review'. No response from support. Never use again.

They will happily take card payments instantly and allow instant trades but they hold your currency of crypto when you want to take it out of their service. Awful.