I recently encountered a disheartening situation while using the cryptocurrency exchange platform CEX.IO. Having been a user for approximately six months, I initially had a positive experience. However, when I attempted to withdraw my funds, things took an unexpected turn.


Here’s a summary of my experience:

Account Verification: I verified my account, following all the necessary steps. My account was fully verified, and I met all the requirements.

Withdrawal Request: When I requested a withdrawal, I encountered roadblocks. Despite having a verified account, CEX.IO asked for additional steps:
     Video Verification: I was asked to provide video verification using my ID card.
     Selfie Verification: They required a selfie verification.
     2FA Activation: I activated two-factor authentication (2FA) as requested.

Withdrawal Denied: Despite completing all the requested verifications, my withdrawal was not allowed. The funds remained stuck, and I received no communication from CEX.IO regarding the issue.

I reached out to their customer support multiple times, but the responses were vague and unhelpful. Waiting for over a week without any resolution is unacceptable, especially when dealing with an established exchange.

As a trader, I rely on exchanges to handle transactions efficiently. Unfortunately, this experience has eroded my trust in CEX.IO. I urge them to improve their withdrawal processes and provide better communication to users facing similar issues.

*This is my first forum post and I wanted to find a place to share my experience