@Cex, Still no comment regarding the theft of bitcoin via maintenance fees i see...
@flip21
We agreed that it was our mistake.
According to our refund policy (
https://cex.io/refund-policy)
Section 6 - PROCESSING TIMELINE
Refund/Return will be processed within twenty (20) Business Days from the date of notifying the User on the CEX.IO decision.
Since the request and final decision was sent on 17th of August - please give us time to process this request.
Thanks.
So does that mean you will refund everyone, regardless on whether they send a support ticket about it?
It is what you should do, be proactive rather than reactive.
EDIT: And also you should fix the "well known issue", regardless of whether you feel it is cheaper to refund the users own BTC. Bugs must be fixed as soon as they are noticed!