CEX.IO
Reviews and Complaints

In relation to the deposit of ten (10) BTC that I transferred to my account held by CEX on 10/11/2017, to which its current status is still pending, regardless of my numerous follow-up emails submitting further materials so-requested by CEX compliance team, I wish to express my disappointment in the extreme, and warn CEX that such lateral inaction from your side, illegally withholding and keeping my digital currencies, not only is a serious breach in tort, but itself also attacks serious criminal liability as to fraud and stealing, for those of which, I would have no other hesitation to refer to the local police and relevant regulatory bodie for investigation, as well as to initiate civil actions in due course.

user ID: up109777342

ID up101001317 since 2013
I made a transfer to my CEX.IO account on 11/09/2017 and so far has not been credited to my balance.
I have already submitted my bank's proofs to CEX.iO suport and ther not shown interest in analyzing and solving the possible problem.
What is happening with CEX.IO?
After this event I am researching another company to migrate my investments.
I would like to resolve this passively CEX.IO
Please review my help request
My requests 420071, 392129

Hello,

I made a transfer of 10, 000 USD from my bank account to CRYPTO SP.ZO.O (IBAN: PL11929700058065009120345516) - as per CEX.IO instructions, on 28 October 2017. My user id is up103703747.
Compliance wrote and asked for papers. I sent them. Since then, they keep saying that they are forwarding the request to the concerned department and that they are working hard on it. In the platform, the transfer appears as REJECTED on October 30.
I did not receive any information about what the issue is and how long does it take to solve, if it is solvable.
The matter is: I need my money. I wrote to CEX.io and asked them to send the money back. OK, I understand there may be issues they cannot solve. But then, send me the money back!

I am filing a complaint here to request my money back. I am so done with cex.io. If I do not hear back or do not receive the money, I will ask legal advice in the UK.

I can send any required documents in private messages.

Ужасная поддержка клиентов, вернее её нет совсем! На запросы и письма приходят только авто-ответы, ни один живой человек ни разу не ответил на тикет или e-mail.
Ни одна серьёзная организация такого себе не позволит. Если
у CEX.IO присутствует паранойя по поводу верификации клиентов, то справедливым бы было активировать аккаунт и начинать принимать депозиты во всех валютах только после верификации. А то как-то всё по хитро сделанному получается - произвести депозит в биткоин к ним можно без ограничений, однако после продажи биткоин вывести фиатные деньги без верификации невозможно, а с последней эта мошенническая организация затягивает время как только может и ищет причины отказать.
Кроме этого, никаких контактов кроме e-mail у них нет, все шито-крыто. Они прячутся от своих клиентов. При этом собирают очень много данных клиентов, которые затем могут продавать или использовать в своих преступных целях.
Явное мошенничество! Ну и как же без него, если учредителями CEX.IO являются граждане Украины и вероятнее всего весь персонал компании находится в Украине.

I deposited Bitcoin to my account. My 1st transaction. It was taken out of my Coinbase but never appeared in my CEX.IO account. I called and was told there was a problem with my account and i would need to pay $200 to fix it. I called [protected]. Anyone know if this is the correct phone number? If not, can anyone supply me the correct phone number?

I was waiting all night for the bitcoin gold fork to happen so that I could close my margin trade and the min the fork happend your exchange went under maintaining and it’s been since then it’s not back up . All the other exchanges are up and running after the fork but cex.io is under maintenance since the fork. I can’t trade or close my positions at the price I wanted to and I am losing money . This is a deal breaker for me and I am sure for many others who trade on this exchange . It’s just unfair ! When will the maintenance get done ?

Dear Sir/Madam

Its been nightmare dealing with the company and I feel like 10, 000 USD i wire to company I will never see again!

On 09-30-2017 I made wire transfer in amount of 10, 000 USD. As of today 10/21/2017 money did not show up on my account.

I contacted finance team and they told me money coming, however they stopped to reply to my e-mails and money did not come

I just want to get my money and forget this as nigthmare

Best Regards
Dmitry

https://support.cex.io/hc/requests/349749

Totally disgusted with CEX.IO

I have been locked out of my account for a week now with open orders.

The Google 2FA token is always invalid with CEX.IO. Works perfectly on all other exchanges/sites. Even set up on a second device with the barcode originally issued by CEX.IO and the codes on both devices match.

Received an auto generated email requesting info from me so they can disable 2FA, send the info by return. Then no action/help for a week now.

CEX.IO is a good platform when all is well, but when things go wrong and you need help from support, the help is non-existent.

In case anyone from CEX.IO reads this the ticket/request number is 329642

Ticket 309402 opened on August 23
User: up107853129

1000$ transfer still in pending after the 14 working days . Sent numerous emails to the support team but received only excuse answers. They are the ones that are saying that it will take up to 14 days for a transfer not me.

I can only hope that these thieves are brought to justice by the authorities . Tomorrow I am going to make a complaint to the police department as well as there is no response from their support and my money is still with them.

Please see support chat bellow:

up107853129 August 23, 2017 02:30

Hello,

I sent a bank transfer last Friday with all details correct and the money still hasn't showed up in the account. Can you please check and let me know why?

Regards,
up107853129

Avatar
Chris L August 23, 2017 03:02
Dear up107853129,

Thank you for the request.

On our side processing of the bank transfers usually takes one banking day.

It usually takes from 2-7 banking days (excepting days off) for the banking system to process with your payment. In some cases, it may take up to 14 banking days.

Unfortunately, we cannot influence this process somehow.

We appreciate your patience and understanding on this matter.

Best Regards
Chris
Support team
Avatar
up107853129 August 25, 2017 04:25

Hello,

The Bank transfer is still not showing up. It was done last Friday, I confirmed with my bank that the pay has gone out within 2 days. I need to understand what is happening with the money on your side. It's the EU it shouldn't take more than 2 days on your side as well.

Regards,

up107853129
Avatar
Chris L August 25, 2017 04:48
Dear up107853129,

Thank you for your request.

We understand your concern on the delivery time frame of the funds.
Please consider that deposit payment processing timeliness is up to 14 banking days: https://cex.io/finance/limits-commissions

As you can see in your account transaction history, the concerned bank transfer status is "Pending". This means that CEX.IO is waiting for your transaction is processed by banking system.
Please be informed, that bank transfers is processing not just from your bank directly to CEX.IO bank, but through the chain of banks.

Hens at this stage, we are not able to influence the payment as it is being processed with the banking system.

If you are in a hurry, please contact your bank to check the payment processing time details with them.

Please let us know about your transaction status after mentioned time is pass.

Thank you for your patience and cooperation.

Best Regards
Chris
Support team
Avatar

up107853129 August 28, 2017 07:19

This is not closed yet, I am still waiting for that money to come in. If it doesn't enter my account today I 'ill probably have to ask for a stern from the bank cause this is taking way too long.

Thanks,
Avatar
up107853129 August 29, 2017 09:36

Please investigate this as soon as possible. This is the 7th day I am waiting for my transfer and still nothing. The inquiry with my bank was resolved as they stated the money went out from them after 2 days. I don't know what else I can give you guys ... I just need my money in the account as soon as possible.
Avatar
Oliver August 31, 2017 11:29
Dear up107853129,

Thank you for contacting us.

I will escalate this matter to the concerned department. The person in charge will get back to you in the nearest possible time for assistance.
Your patience on this matter is greatly appreciated.

Thank you for understanding.

Best Regards

Oliver
CEX.IO Support team
Avatar
Finance Team Friday at 02:43
Dear up107853129,

Thank you for your request.

We kindly ask you to do not worry about your deposit it's under processing and should be on your CEX account shortly.

Please consider that deposit payment processing timeliness is up to 14 banking days on CEX.IO: https://cex.io/finance/limits-commissions

Grateful for your patience.

Best regards,
Finance Team
Avatar
up107853129 Monday at 07:27

Please do not close this incident. Money is still in pending from transfer since 11 days. I am still waiting for the amount of money to get into my account.

Thanks,

up107853129
Avatar
Finance Team Monday at 08:37
Dear up107853129,

Thank you very much for your patience.

As soon as our Compliance will verify your funds they will be credited to your account immediately.


Your patience is highly appreciated in this issue.


Grateful for your understanding!

Best regards,
Finance Team
Avatar
up107853129 Yesterday at 01:12

Hello again,

I am waiting for 13 days for the transfer to get into my account. You guys say it might take up to 14, so if by tomorrow 18:30 CET I don't see the transfer added to my account I believe I am entitled to go and report this to the police.

Transfer went out from my bank 2 days after I made the transfer. Please let me know if you need any additional details.

Thanks,

up107853129
Avatar
up107853129 Yesterday at 03:23

Hello,

Can I have an answer on this please? How much longer till my money from the bank transfer will show up in my account? Will it be tomorrow as stated in your procedures? Why hasn't this been filled until now? Please answer asap.

Thanks

Hello again,

I am waiting for 13 days for the transfer to get into my account. You guys say it might take up to 14, so if by tomorrow 18:30 CET I don't see the transfer added to my account I believe I am entitled to go and report this to the police.

Transfer went out from my bank 2 days after I made the transfer. Please let me know if you need any additional details.

Thanks,

up107853129
Avatar
up107853129 Yesterday at 07:20

Hello,

Anybody still around?
Avatar
Finance Team Yesterday at 07:41
Dear up107853129,

Thank you very much for your patience.

Please contact your bank and request the standard bank form MT-103 of this transaction where we will see the following information in one document:

- First and last name
- Date and time
- Amount
- Reference to payment
- Payment details of the Sender
- Payment details of the Beneficiary

We kindly inform you that MT-103 form you can request in your bank.

Looking forward to hear from you soon.
Thank you in advance!

Best regards,
Finance Team
Avatar
up107853129 Yesterday at 07:47

Hello,

Already have that from the bank (see attached) . I don't know why you are requesting the documentation one day before your time expires. But please see attached.

Let me know what is your next action in the following hour. I need my money.Thanks,

up107853129

SKMBT_[protected].pdf (20 KB)

Avatar
Finance Team Yesterday at 08:32
up107853129,

Thank you very much for provided information.

Please be kindly informed that we provide your information to our Head of Finance department.

Grateful for your patience and understanding!

Best regards,
Finance Team
Avatar
up107853129 Yesterday at 08:35

ok, when can I expect an answer? and who is the head of Te finance department that I can contact myself in case I don't hear from you by tomorrow?
Avatar
up107853129 Today at 01:19

Hello,

Today is the 14th day of waiting on the money to get into my account.Hopefully by the end of the day you will find a solution to either add the money into my account or call me on +[protected] and give me a valid answer on why this delay is happening. Any other solution ( like email from a robot) chosen by your side will not be accepted and will automatically make me report this to the authorities.

I really don't want to choose the last option as it will spend both my time and yours but you are not giving me another choice.

Thank you,
up107853129

Date of the incident: [protected]:13:06.

I asked for a withdraw in 18th of July. The support told me that I must wait 20 days for a withdraw using SWIFT is complete no sense, but I wait.

Now past 37 days and I didn´t receive my money and the email support didn´t answer me.

I just need the swift message to try to find where my money is.

Could you help me?

Terrible Customer Service

Terrible Customer Service - CEX.IO will not deposit or refund my money due to "compliance" Issues.

I made a bank transfer of 1000 USD on the 12th July.

My username is:- up105534257
CEX.IO have been provided copies of:-

- Passport
- Driving Licence
- Myself holding my Passport
- National ID Card
- Bank Statement
- Standard bank form MT-103

It took 18 days for the transfer to be acknowledged by CEX.IO then my problems started. It takes up to 5 days for emails to be replied to.

After a 7 days of their compliance rules constantly being changed I requested a refund. It is the 16th August and my money still has not been returned due to "compliance reasons". No further information has been given.

Avoid CEX.IO at all costs.

Hello

I made a withdrawal and your system said it was done however there is no record of it on the Ether Network or my wallet address

It would seem as if there was an issue on your server side where the withdrawal did not take place
Please look into this urgently as the market prices are falling and I cannot trade that Ether. A brief search on this site shows a similar complaint happened a month ago so mine isnt the first case - please look into resolving this so it doesnt affect other users in the future

If you follow the link below as per my transaction list you can see there was no such transfer

If you look at the wallet it was transferred to you can see that all transfers done before and after that one was completed (take note there is no 2.9 ETH deposit)

I spoke to someone on twitter that said they would speak to the relevant persons however there is still no feedback

Clearly the transfer was not completed so please just cancel the order and credit my CEX.io Account with the 2.9 ETH or $891 USD that I spent buying it so I can carry on trading

[protected]:06:21 -2.[protected] ETH 0.[protected] WITHDRAW - up106217302 (100%)
http://etherscan.io/tx/0xc29477cbc4c816f72d0e8cc40af97c58700735164eb9ebc5fc5fd7984b599da8

As per below you can see the purchase order for that ETH
[protected]:04:55 0.[protected] ETH 2.[protected] BUY 0.47 Bought 0.[protected] ETH at 307.[protected] USD

The current price for ETH at the time of writing this is 282 USD which is a loss so far of 72 USD

Please attend to this as a matter of urgency

On June 29th 2017 I've successfully transferred 10K$ to CEX's bank account with the reference number I've been provided. I have all the needed documents from both of the banks.
But until today, 08/08/17, I haven't received the money to my CEX account. I've written many mails to the support and help center, but the Compliance Team hasn't responded and the Financial team endlessly writing responses about how sorry they are that it takes so long and the Compliance team should contact me ASAP.
I've requested a return/refund form, but haven't received any response.
Meanwhile, my money is serving their needs and I don't see how I get it back.

How can I get help from legal authorities? Police? Lawyer? Any official authority in London that can help me returning my money?

Thanks.
Alexander.

Dear Sirs
my email is [protected]@gmail.com
my user ID: up106331769
i made deposit via creptocapital for Amount $ 2902 and it is processed by Crypto Capital on 22-07-2017
Reference: cc4022454507

below is transfer details
Trans ID: 99430
Trans Date: 22-07-2017
sent to account: [protected] CEX.IO LTD- Reference: cc4022454507
Amount sent: $ 2, 902.00
but up to now it's status is pending in transaction history, when will be credit into my account, i attached screen shot from my Crypto Capital Transaction History.
and email recieved from Crypto Capital that money has depited from my account
i contact support but i got the following replay
Dear up106331769,

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.

Thanx Alot

I had before good experience with cex.io, and everything was ok until 1 month ago on my sepa withdrawal.

They stopped answering and claiming everything will be solved. After much insistence on my side, after 15 days they asked me for documents to justify the sources of my funding. They made me fill a document will my personal data, my wages, where I work, my social networks, others.

I filled the same on the very same day. Until now I got no response to my multiple emails. I even asked them if they need any other document. Silence was what I got (10 days ago)!

It's strange, that when the questions to support are others than withdrawal, they reply in a few hours. So, they are clearly avoiding to answer to these subjects.

Cex.io, if you're reading this, it's my last resource before going into legal on your operation country and joining all the other users that are complaining. I kindly request that you solve my problem.

Tickets:
- 252547
- 221841

I moved the 3 star to 1 due to the complete lack of communication and I will update this review as it progresses and I have feedback from cex.io.

[update] - this process started in end of may, with me withdrawing amounts of ~12k eur. My account was previously certified.

[update] - 25 jun - cex.io - closed / merged some tickets. Not very important to me, but this clearly improves the support metrics on open subjects.

[update] - 26 jun - cex.io - rejected all my withdrawals with no information why. Now they reseted the process.

[update] - 26 jun - cex.io, requested even more details. Personal opinion, it seams like they're finding excuses to postpone the withdrawal as they had previously all the information

[update] - 29 jun - cex.io, replied with their traditional message "that they have personally requested the compliance department,..."

[update] - 29 jun - cex.io, asked again documents i've previously shared. I'm almost sure they will ask again any other document (Even any other I might already have sent).

[update] - 3 july - official. I have the ticket open for 1 month. Always a different excuse in a never ending asking of information. So far I have provided, a real copy of my bank statements, my work details, all my email addresses, my wage, any sources of income, details and transactions on other exchanges. Now they started to ask information they have asked before saying that they could not find the details in the documents.

From jun 26, that I don't have any other contact from cex.io. I believe they run out of excuses or they are trying to find something new to request me. They haven't even replied to my trust pilot previous feedback.

Best

user id: up105988511

date: 6/21/2017

Their page says that my transfer was completed and I was given a transaction address (Please check attached photos).

When I clicked the transaction address, it says that it could not be found.

They even let me previously withdraw back to my card once.

A lot of users are experiencing this now and their support doesn't answer back anymore.

Link given: https://etherscan.io/tx/0xacd43cb8856c4975fccda3c376df755fbbd880a1961090b3da8293bee570d316

Hoping for my ETH to be transferred properly to the requested address, if not then compensate equally.

Having completed verification I deposited usd6, 000 on the 16th May.

I followed up daily on the status with no response. I was finally given a response that Compliance acknowledge receipt of funds but have yet to credit my account. All of my daily subsequent follow up emails have been ignored.

I have since submitted a refund request which has also been ignored.

I regret depositing such a large amount into what is clearly a scam.

I will be forward a more detailed account about the misappropriation of my funds to the UK regulators as this is a deposit issue.

This company is truly crap. It takes less than a day to verify your card (in fact they take small amounts of money from your card and you are meant to tell them how much before you get verified, but they certainly didn't worry about that with me.) Then you can buy altcoin.

Then try and withdraw your coin. You have to go through another level of verification which takes forever. I have sent three emails complaining about the length of time and all they say is, "We're sorry. We're incompetent".

Never, ever, ever use this company.

hi
on Sep.29.2016 i send a swift amount of 2010$ to cex.io as i have and acount there, since that date and they refuse to admit that they receive the money, i send them all the proof (swift slip) and after that my bank investigate with the corespondent- bank and they also confirm that the money credited to there account on sep.29, they all the time responded the same: is to ask my back to restore the amount from the corespondent- bank but my bank responded that there is no way to restore back the money after credited to cex.io acount,
i have all the document needed to confirm the payment and will attached them, please help me
best regards