Dear users,

Having been on the market since 2013, we at CEX.IO have always supported the massive adoption of cryptocurrencies and are glad to see the rise of the interest towards them. Every day, an enormous number of users registers on our exchange, which we are extremely excited about.

At the same time, this has been putting additional pressure on our support and verification teams.

Some of you have experienced delays with the answers on your tickets, some are still waiting for the feedback from us.

Currently, we’ve come to a point when the number of tickets submitted to our support team became critical.

We also see that the delays in responses have given birth to wrong assumptions, which we would like to contradict. Firstly, we confirm that there are slight problems with withdrawals to VISA cards, but the issue will be solved soon. Meanwhile, we kindly ask you to use withdrawals to MasterCard cards and bank transfers. Finally, we officially state that CEX.IO has not been hacked, either in the past or now. The platform is up and running, and all your funds are safe.

Temporary Suspension of New User Registrations

In order to deliver the best service to our existing users, we have decided to undertake the following measures:

  1. Temporarily pause the registrations of new users, until we can guarantee the decent response time to each and every ticket or a verification request.
  2. Increase the support efficiency by extending the support team and adding several new communication channels.

We’re convinced that the changes we’ve implemented so far will help us to sort out the tickets queue and will prevent it from appearing again.

Help Us to Help You

We assure you that every ticket will be processed by our support team. Moreover, there are certain ways how you can assist us in dealing with the tickets backlog and making our cooperation more efficient.

  1. We kindly ask you to remain patient and refrain from submitting additional tickets for the same matter.From the very first day of CEX.IO operation, we strive to meet highest security standards and pay high attention to AML/KYC procedures. Having processed more than 1M fiat transactions, we haven’t lost a single dollar, and we are not experiencing any problems with the liquidity. The delays with withdrawals/deposits might be caused by a number of reasons, and sometimes such transactions are processed manually.
  2. Please, double check all the required information in the payment details when making a transfer to or from CEX.IO.When you create a ticket regarding delays in depositing or withdrawing fiat funds, make sure that you attach proof of payment to your ticket.We kindly ask for understanding while we are processing the backlog of tickets. On behalf of the whole CEX.IO team, we apologize for the inconvenience and will join all our efforts to solve the current delays as soon as possible.

Please check CEX.IO Status Update for additional information.