CEX.IO
Reviews and Complaints

BTC was purchased through CEX.IO Friday31/12/21 @ 13:34 using my Monzo Debit card (please see attached). I made two purchases ($1, 187.68 & $383.13).

31/12/21 16:32 I received an email from CEX.IO

As part of our AML/KYC policy, we're reaching out to request some additional information related to your recent crypto withdrawal transaction to the following wallet: bc1q4nyq7dmn2y83x6kf883dvawtad3j976fap92pm

Pending receipt of this information, transaction processing has been disabled for your account. We apologize for any inconvenience, but this verification process should be brief.

It is a standard, required procedure for financial institutions and other money service businesses to have a complete understanding of customers and their activity.

As such, we request supporting information regarding the destination of your crypto withdrawal referenced above. In particular, please respond to this email and provide a screenshot of the destination wallet you tried to withdraw funds to, showing the wallet address and the account holder's data (full name or email address).

We are sorry to inform you, however, transactions processing will be disabled for your account until we receive the requested information.

All information provided will be encrypted, safely stored as dictated by international regulatory requirements, and will not be used for any other purpose.

We appreciate your business and look forward to your reply.

Best regards,

Anita Hall

Account Management Team

CEX.IO

2/1/22 10:01 I responded and sent the screenshots requested.

3/1/22 12:07 I again sent the screenshots requested.

Since sending this information 2/1/22 I sent a further 2 emails 3/1/22 asking for a reply regarding withholding my funds.

3/1/22 13:37 I received a reply stating they needed more time to process my query.

4/1/22 11:08 & 13:45 I sent another email asking for a reply and when my account will be unsuspended.

5/1/22 13:05 I received an email asking for more information regarding my service wallet account held with Proxypay

" Thank you for waiting.

To progress with the AML/KYC procedure, we would need you to submit more desktop screenshots of ProxyPay.
In particular, we need you to capture your deposit wallet reflected on the site itself, and a history of already processed deposits and withdrawals.
Additionally, we would like to ask you to submit a few screenshots of other site pages showing your trade/investment history or history of other operations from ProxyPay that are related to generating your income on this site.

Lastly, could you please clarify, if you have signed a contract with ProxyPay upon registration?

Hope to hear back from you soon.

Best regards,

Richard Ridderland
Account Management Team
CEX.IO

5/1/22 13:42 I sent a reply to the above request - requesting cancellation of withdrawal application to my service wallet address. I stated the next withdrawal I would be making would be to Blockchain wallet which I provided by attaching the address.

5/1/22 13:48 I received an email still asking for information requested.

" Thank you for your response.

We do fully understand the situation you are in and that the process may seem bothersome for you, but we must ask for your understanding as well. In order to provide you with our services in full accordance with AML/KYC policies, we need to collect a certain set of information and documents regarding your activity and source of your funds. This a compliant, legitimate processing of your data that is not used for any other purpose.

However, you have your own right not to provide any requested details per your choice. In this case, we will be compelled to discontinue our cooperation. Conducting compliance procedures on the account deactivation and following transfer of your balance may take some additional time to be proceeded. Could you please provide us with the requested details or confirm that you are not going to fulfil our AML/KYC request?

Looking forward to your soonest reply.

Best regards,

Richard Ridderland
Account Management Team
CEX.IO

5/1/22 14:42 I sent a reply stating again that my funds be forwarded to my Blockchain address or failing my request they are to return my refund to the card which I used to purchase the BTC. Stating I am a dissatisfied customer.

5/1/22 14:56 I received an email

Thank you for your request.

Please allow us some time to consider this information with the Compliance team.
Regarding the refund, I am sorry to say it, but your case cannot be covered by our refund policy as your trading orders were executed in full.
You will be notified of any news towards the procedure in this particular email thread.


Throughout this process, we appreciate your patience.

Best regards,

Richard Ridderland
Account Management Team
CEX.IO

1/1/22 20:16 I emailed [protected]@cex.io explaining my unhappiness and treatment to how I've been dealt with asking for a quick response - no response

3/1/22 11:25 I emailed [protected]@cex.io again with my concerns - no response

4/1/22 13:34 I emailed [protected]@cex.io outlining that I am still awaiting acknowledgment and a response from the previous 2 emails I sent - no response

CEX.IO are refusing to transfer my BTC to my service wallet address even though I provided screenshots, at their request, of my service wallet address/name/email.

Cex.io — Since 2017-12-06 a customer at CEX.io I trade and withdrawal for 4 Years, Put most of my South African pension money in the so called trustted Company. Every thing was working well for nearly 4years. Then out of the blue Cex.io will not release my funds to me.They want to do verification again. I have provided every form they have requested and followed all procedures. I can't talk to anyone. There is only a chat option that is beyond worthless. They are holding my money and requesting item after item to which I respond and still they come up with another loop for me to jump through. Going on 6 months now. I got proof of every ID photo send to them. And every time they fail verification and tell me to redo it in 29 days. I getting hungry now and would like to be able to use my pension. Ag-please man CEX.io, , please stop you bullying me . I don't ask YOUR MONEY, i only ask to stop play BOSS over my money.

I am a long time user of CEX.IO
Today (30/10/21) I deposited USD into my wallet in CEX.IO without any issue. However after buying a crypto and wanted to withdraw it I was stopped and asked for extra KYC which never happened to me before because I was a verified user of many years.

Now I'm stuck with cryptos and Fiat I can't withdraw from my own account with CEX.IO.
Getting in touch with support is a nightmare. They never reply except for robot messages.

Now my account is suspended because my attempts to submit my document was flagged by the system as "suspiscious activity" and "suspended"

Why accept my deposit in the first place, if I have a KYC issue? That's scammer behaviour.

After updating the CEX.IO app, ALL of my ripple XRP coins are totally gone! I have emailed them at least 3 times in the last 2 weeks and they will not respond. I just want to.know what's going on and when I will get my money back. This is unbelievable, to.be missing this much money and noone will contact me! I have screen shots and proof that I should have the funds. Please help! User up134575457

This is not a review but a plea to cex.io team to let me withdraw my money so i can sort medical bills. I lost my mom because you trapped my money. Now i am scared that same thing will happen again this time. I gave you all you asked for. Both what's private and not, You reply fast when asking for documents after getting the documents you don't reply. If the workload is too much please employ more people. You cant have peoples money and ghost them. No where to reach you. This is a case of emergency and i need my money before its too late.

Please Help

I am fully verified member of CEX, my first crypto deposit o 17.32 USD was processed with no issue, my second deposit of 106 USD is blocked under review by compliance for more than week, customer service will reply after 2 days our colleagues need more time to investigate, this is a joker company

Transaction ID [protected]
Transaction date [protected]:46:03
My advice to everyone doesn't deal with company got to Spectro coin or balance I deposit thousands with no issues

I am a customer of cex.io. On August 6 when I try to login to my account I couldn't. Although I am sure about my password I changed the password successfully with verification mail. The error is like 'Invalid captcha or username and password combination'.
I wrote all about it to their support mail. Nobody care about it. Just from telegram chat they contact with me. But they didn't solve anything. Support stated that 'you need to integrate you account with your external wallet through our data server'. But don't say how?!? If I can't login to my account how can I do that process? These are nonsense nothing more. The other support Oxana from cex.io chat with me and said that to activate your account you have to deposit 0.35 eth to account ;)) what does it mean? Are they stupid? The problem is simple I can't login to my account. They need to just activate my account.

PLEASE HELP TO SOLVE THE PROBLEM!
I WANT TO LOGIN WITH MY ACCOUNT AND withdraw all my cryptocurrencies from wallet.
Email:[protected]@yahoo.com.

Best Regards,
Mehman

I have provided every form they have requested and followed all procedures. I can't talk to anyone. There is only a chat option that is beyond worthless. They are holding my money and requesting item after item to which I respond and still they come up with another hoop for me to jump thriugh. Going on 2 months now. Cex.iO is the worst company I have ever dealt with.

I have my identity and addresses verified and used a verified payment option to buy bitcoin. I also added several credit cards to save them as future payment options. I have never purchased bitcoin through CEX.IO on a non verified card. When I try to withdraw, they require payment information on three of the six cards that were saved but never used (three I was able to verify) the other three were replaced due to fraud activity. Since I don't have the original cards (once again, never used for payment.. just saved) I haven't been able to withdraw my funds

Is there another solution for me to make withdrawals without my I.d, since it is damaged, I can provide whatever personal details you need.

On April 17, 2021 I deposited $60 (USD) into a newly-created CEX account with the idea I would be using it for a trade. Yet, whenever I've gone into my account to do a trade it has indicated that I have only 1 cent ($.01) in my account, not the $60 I originally deposited. Yet and still, my transaction on April 17 is posted in my Account Activity list (which I've taken a screenshot of - see attached).

I have yet to find a way to contact a live person at CEX. No contact phone numbers or emails are listed anywhere on their site nor was there any that I could find anywhere online.

I am so disappointed to know that a company like CEX exists.

Please, if anyone can help me here I would greatly appreciate it!

I had 1 BTC with CEX IO. Suddenly they have frozen my account due to inactivity. I couldn't login to my account. They have told me to verify the documents to unfreeze my account. I have send the documents and it took lot of time to unfreeze the account. When the account become operational, they are saying that, there is no balance in my account.

I have lost BTC, which is a big amount as far as I am concerned.

up111069854

Withdrawing money to my bank account turned out to be a virtually impossible process. Since I cannot find any way to do so, I am currently awaiting a response to email, & should they continue to delay with excuses, I will contact the authorities (I read somewhere the police are after you for fraud? Interesting, I'll be glad to add my testimony!).

I want to withdraw my bitcoin to a crypto wallet but am only given the option of withdrawing to a card (ie Visa). Not a single one of my card transactions to purchase went through so I have no doubt that withdrawing to a card will NOT work. Additionally, I finally found on CEX.IO's site that withdrawing to a Visa in the USA is not supported. So the only option they give me is an option that is not supported. I opened a ticket with CEX.IO March 5th and have heard nothing. user up137127947

2 weeks ago I tried to withdraw £300 in bitcoins from my cex account. They are then supposed to send me an email for me to confirm this (which is unnecessary, no one else does this!), but I never received that.

I phoned and emailed support and even their complaint email address but nothing.

Have they stopped trading?

Terrible customer service. They must do better that this. Dont ignore your customers!

Hello CEX Reps,
It's been a week and i am waiting for my wire transfer funds to be deposited in my CEX Wallet.

Swift Copy M294180821022226

The phone number on your website answers with "unfortunately we cannot take your call use another communication channel."

And i have sent three emails to [protected]@cex with the swift copy and still no answer .

Please update me on the statues of the transfer

I have been with cex.io for 2 years but recently they asked me to re validate my Id which I did. I still cannot get access to my funds even though I have tried to call(no option just says try other methods of contact), put on Facebook and emailed. I did get a reply from support who said that I should be able to access my funds ok but this is not true. Now I can't get any more help. Surely they have no right to hold my money when I have done everything they ask but no help has come my way. My account was ok until end December 2020 so I wonder why things have changed. Any help readily accepted, Dawn

I can't withdraw my money (crypto) almost 10 days and I have been waiting for someone from support to contact me almost 20 days. They responded only two times with message that i need to wait and that someone will contact me. I contacted them via email, chat, twitter but i didn't get support. Also they sent me mail that i need to verify my account 3rd time although I already did that 2 months ago for the 2nd time.

This company has an extremely tiresome process for verifying the customer by asking them to upload scans of front and back of an ID and then taking a "selfie" with customer supposed to be holding up their ID.

The only possible means of getting one of these approved is to use a smartphone with the Google Chrome browser and have Chrome take the picture after logging in to the cex.io website. Their Android app is useless and the selfie doesn't work from a desktop PC with webcam. I've only had one transaction approved and that was the purchase of ~0.057 BTC and paying with a debit card.

I have been waiting for three days after requesting that amount be transferred to a wallet address. They escalated this to an Advanced Compliance Officer Friday evening almost three days ago. It shows as Pending, with approval required.

They have stopped replying to my emails askking them what's the hold up. They said that it's in the queue and they'lll get to it. But they don't say when or why they are not transferring a relatively modest purchase of $500 that cleared immediately, and so they have my funds and they refuse to send me the 0.[protected] they purchased for me. My account balances there show $0.02 in USD and zero BTC, but I spend $500 there and they refuse to send me the ~0.057 BTC

When contacting support, make sure to mention youruser ID: up128303638

Is this a scam where they tame people's money? It sure seems so.

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.