Quote from: Palombizio on January 09, 2020, 03:51:39 PM

I initiated a $14,808.15 wire withdrawal from cex.io one week ago on January 2nd. I still have not received my funds. I have sent an email to support almost every day asking where my funds are and nobody will give me an answer. I called support and they told me only the finance team can help me, yet they would not allow me to speak with anyone from the finance team.

Customer support via email only sends me generic pre written responses when the respond and sometimes they go days between communicating at all with me.

They told me that the funds have left their platform yet they refuse to provide with any form of reference number for the wire. I am officially beyond panicked about where my funds are.

If anybody has any ideas of how to help me get my money please let me know. I would be much appreciative.

Withdrawal #11295356322 $14,808.15

Case # 978675

Dear Palombizio,

Thank you for letting us know about your concern and for providing the details.

We are deeply sorry that such a delay has happened with your withdrawal and that we made you question our trustworthiness.

Let us kindly clarify that only General Support Team can be contacted via phone either to take your request and respond via email in detail or to provide you with general guidance. As far as it is impossible to be sure who they are talking to via phone, personal, financial or sensitive info can't be provided due to security reasons.

We have contacted the Finance Team and were notified that the details regarding your withdrawal have been forwarded to the payment partner for further investigation. Please accept our apologies once again for the delay but the processing of the transaction is within their responsibility now. Still, it is needless to say that our Finance Team will keep you updated upon the actual status of the payment.

We highly appreciate your understanding and your patience in this situation is invaluable.