Hi there. As a regulated financial institution, CEX.IO is obligated to adhere to strict verification procedures to ensure compliance with regulatory standards. Our Terms of Use (
https://cex.io/legal/terms) outline the necessity of additional verification steps, even for users with fully verified accounts, to uphold our AML/KYC policies and regulatory requirements. Specifically, Section 12.4 of our Terms of Use (
https://cex.io/legal/terms) states: "CEX.IO has also the right to request the User to provide additional verification documents even if the User has already passed the verification process to ensure the effective implementation and enforcement of CEX.IO’s AML/KYC Policy and applicable regulatory requirements. If the User does not respond to such requirements in a timely manner CEX.IO has a right to limit its services or to stop providing them until requirements are met."
Regarding your specific case, please note that without receiving your user ID or specific details, we are unable to provide insight into the status of your case.
Additionally, we would like to address your concerns about social media engagement. While we strive to provide support and assistance through various channels, spamming or violating community rules may lead to account restrictions. We urge users to communicate with us directly via DM or comments to address any issues effectively.
Thank you for your understanding, and we hope to resolve this matter promptly.
Well I am not a judge here but a passerby and I have read the Op and your version of the issue and frankly speaking of the Op has done all the KYC required of him then you guys have to release the coins and in the process of doing or submitting the documents and it would have been steps steps.and once the last step is done done then you release the coins for him and not holding back the coins when he has done and finished the KYC process. Like when Binance was about leaving Nigeria, they didn't inform anyone that they would disabled p2p and they did it suddenly but they open withdrawal window open for us to withdraw our coins or were can transfer them to another exchange. And yesterday when I transferred coins to bYbit exchange, because the physical person I want to sell to was not available, and when I wanted to sell the Cains, bYbit exchange asked me to submit some my documents which they know I have not submitted but I had done 98% of the KYC and immediately I complet the KYC I made the transaction without any delay and that what the Op was thinking from you guys.
If you have known that the KYC have not completed then you continue asking him to complete it when he is still on the page till he finished then release the coins for. And I also believe with this your response, he has gotten hope. Wish you guys good resolution. Happy Easter Saturday.