To meet various regulations that require us prevent money laundering and other illicit activity, as well as for consumer fraud protection, some withdrawals may be held for manual review by a compliance officerWhen a withdrawal is held for review it can take up to hours, typically they're
cleared much soonerUnfortunately this was not the case here
We can confirm that this withdrawal was processed on 2017-06-at 06:UTC and at this time consider the matter resolved
When the user initiated the deposit from their wallet they did not provide the sufficient network transaction fee, as a result the transaction failed and never reached their Poloniex addressThe user has been informed of what caused their transaction to failAt this time we consider the matter
resolved
We're sorry you had trouble with your Two Factor Authentication (2FA)We do offer a recovery option for 2FAWhey a user sets up 2FA they are instructed to back up their recovery key and to confirm they have created this backup by clicking an acknowledgement checkboxExcerpt from the 2FA enable
form:"Before turning on 2FA, write down or print a copy of your 16-digit key and put it in a safe placeIf your phone gets lost, stolen, or erased, you will need this key to get back into your account! -- (checkbox) I have backed up my 16-digit key."Unfortunately email recovery is not an option for 2FA because it would be highly insecure to do soThe point of 2FA is to protect the account in the event your email account is compromised
The LTC transaction was canceled and credited back to the user's account balance on Sun, Sep.The XRP deposit was credited to the user's account on Thu, Sep
At the time of withdrawal the ETH network was under heavy stress and some transactions were not being broadcast properlyAs the network stabilized we batch processed pending withdrawalsThis withdrawal was processed on Jun-23-07:00:AM +UTC
The deposit of ETH below the stated minimum deposit amount of Once you deposit an additional ETH the sum will be credited.As a reminderPlease pay attention to the notices on the deposit pageFor ETH it says in bold red:"The minimum amount for deposit is ETHSmaller deposits
will be credited once they total this amount."
Unfortunately this user's login credentials were compromised and an attacker was able to gin access to their accountWe strongly encourage users to use Two-Factor Authentication to avoid these situations
We state in the Margin Trading help documentation that it is strongly advised that you check the markets and your open positions regularly, mitigating your risk as necessary by reducing the size of your positions or transferring additional collateral into your margin accountWe also state that the
EstLiquidation Price is an estimate and has no bearing on when a forced liquidation will actually occur.In this case market volatility caused this user's margin position to be liquidatedThis was not a bug, the system worked as designed and protected lenders from default
We apologize for the error and delay in canceling the transactionThis transaction has since been canceled and funds returned to the user's accountAt this time we consider the matter resolved
This deposit was sent without the required account identifier "memo"Without this memo deposits need to be traced and verified manually which is a time consuming processCrediting of this deposit was delayed because we could not verify the transaction due to the 3rd party BTS block was undergoing
maintenanceOnce the block explorer came back online we were able to verify the transaction and credit the depositAt this time we consider the matter closed
We apologize for the delay in responseDue to rapid user growth our support sytem was backlogged at the time this request was made. An agent did respond and offered account closureIn order to comply with various financial regulations we requested the customer verify their identity, which
they did.At this time we consider this matter closed
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID
***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
First of all, on the date of Dec 18, I did not receive any email informing me about this happeningI have checked multiple times.Also, I expect that a business that handles money (or goods worth a lot of money) be able to inform their customers and make them CONFIRM something like that. I haven't read anything about this matter, due to the fact that I bought RDD in order to store them on Poloniex and withdraw at a later date. The poloniex team should have informed me (via email) that a large sum of money (more than 300$ - more than 278k RDD tokens) will be stuck forever on their platformFailing to do so tells me that they tried to do this quietly in order to catch people like me (which sound like a scam move to do). Since they claim to have stopped offering withdrawals for RDD (Aug 18, 2017), the resync of the wallet would take less than days. I also offered them to trade me any other coin that is available on their platform and they failed to respond to this message as well. The only reason I see for this issue to be solved is for them to compensate me with the sum of money that is stuck in this transaction (any other Cryptocurrency available on their platform), or finalize my transaction. Thank you very much!
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is quite satisfactory to me.
Regards,
*** ***
Our compliance team needed to investigate suspicious activity on this account, after investigation the account was unlocked. We apologize for the delay
Revdex.com:
I have reviewed
the response made by the business in reference to complaint ID 12251959, and have determined that this does resolve my complaint. For your reference, details of the offer I reviewed appear below
You may close this it is resolved but for the record the tickets were clear there was no "misunderstanding" they say this to mask their incompetence! There are many people on forums complaining of the same thing I am; months to withdraw funds needs to be fixed
For security reasons, withdrawals from the platform require positive email confirmation by the initiatorIn this case the withdrawal was waiting on the user to confirm the withdrawal requestAfter some communication with the customer we re-sent the verification request and the withdrawal was
successfully processedAt this time we consider the matter resolved
To meet various regulations that require us prevent money laundering and other illicit activity, as well as for consumer fraud protection, some withdrawals may be held for manual review by a compliance officerWhen a withdrawal is held for review it can take up to hours, typically they're
cleared much soonerUnfortunately this was not the case here
We can confirm that this withdrawal was processed on 2017-06-at 06:UTC and at this time consider the matter resolved
When the user initiated the deposit from their wallet they did not provide the sufficient network transaction fee, as a result the transaction failed and never reached their Poloniex addressThe user has been informed of what caused their transaction to failAt this time we consider the matter
resolved
We're sorry you had trouble with your Two Factor Authentication (2FA)We do offer a recovery option for 2FAWhey a user sets up 2FA they are instructed to back up their recovery key and to confirm they have created this backup by clicking an acknowledgement checkboxExcerpt from the 2FA enable
form:"Before turning on 2FA, write down or print a copy of your 16-digit key and put it in a safe placeIf your phone gets lost, stolen, or erased, you will need this key to get back into your account! -- (checkbox) I have backed up my 16-digit key."Unfortunately email recovery is not an option for 2FA because it would be highly insecure to do soThe point of 2FA is to protect the account in the event your email account is compromised
The LTC transaction was canceled and credited back to the user's account balance on Sun, Sep.The XRP deposit was credited to the user's account on Thu, Sep
This withdrawal is complete and at this time consider the matter resolvedWe apologize for the delay
At the time of withdrawal the ETH network was under heavy stress and some transactions were not being broadcast properlyAs the network stabilized we batch processed pending withdrawalsThis withdrawal was processed on Jun-23-07:00:AM +UTC
This user's identity has since been verified and access to the account restored
The deposit of ETH below the stated minimum deposit amount of Once you deposit an additional ETH the sum will be credited.As a reminderPlease pay attention to the notices on the deposit pageFor ETH it says in bold red:"The minimum amount for deposit is ETHSmaller deposits
will be credited once they total this amount."
Unfortunately this user's login credentials were compromised and an attacker was able to gin access to their accountWe strongly encourage users to use Two-Factor Authentication to avoid these situations
We state in the Margin Trading help documentation that it is strongly advised that you check the markets and your open positions regularly, mitigating your risk as necessary by reducing the size of your positions or transferring additional collateral into your margin accountWe also state that the
EstLiquidation Price is an estimate and has no bearing on when a forced liquidation will actually occur.In this case market volatility caused this user's margin position to be liquidatedThis was not a bug, the system worked as designed and protected lenders from default
We apologize for the error and delay in canceling the transactionThis transaction has since been canceled and funds returned to the user's accountAt this time we consider the matter resolved
This deposit was sent without the required account identifier "memo"Without this memo deposits need to be traced and verified manually which is a time consuming processCrediting of this deposit was delayed because we could not verify the transaction due to the 3rd party BTS block was undergoing
maintenanceOnce the block explorer came back online we were able to verify the transaction and credit the depositAt this time we consider the matter closed
We apologize for the delay in responseDue to rapid user growth our support sytem was backlogged at the time this request was made. An agent did respond and offered account closureIn order to comply with various financial regulations we requested the customer verify their identity, which
they did.At this time we consider this matter closed
I'm sorryWe cannot locate an account in our system nor a support ticket associated with the email address ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID
***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
First of all, on the date of Dec 18, I did not receive any email informing me about this happeningI have checked multiple times.Also, I expect that a business that handles money (or goods worth a lot of money) be able to inform their customers and make them CONFIRM something like that. I haven't read anything about this matter, due to the fact that I bought RDD in order to store them on Poloniex and withdraw at a later date. The poloniex team should have informed me (via email) that a large sum of money (more than 300$ - more than 278k RDD tokens) will be stuck forever on their platformFailing to do so tells me that they tried to do this quietly in order to catch people like me (which sound like a scam move to do). Since they claim to have stopped offering withdrawals for RDD (Aug 18, 2017), the resync of the wallet would take less than days. I also offered them to trade me any other coin that is available on their platform and they failed to respond to this message as well. The only reason I see for this issue to be solved is for them to compensate me with the sum of money that is stuck in this transaction (any other Cryptocurrency available on their platform), or finalize my transaction. Thank you very much!
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is quite satisfactory to me.
Regards,
*** ***
Our compliance team needed to investigate suspicious activity on this account, after investigation the account was unlocked. We apologize for the delay
Revdex.com:
I have reviewed
the response made by the business in reference to complaint ID 12251959, and have determined that this does resolve my complaint. For your reference, details of the offer I reviewed appear below
You may close this it is resolved but for the record the tickets were clear there was no "misunderstanding" they say this to mask their incompetence! There are many people on forums complaining of the same thing I am; months to withdraw funds needs to be fixed
For security reasons, withdrawals from the platform require positive email confirmation by the initiatorIn this case the withdrawal was waiting on the user to confirm the withdrawal requestAfter some communication with the customer we re-sent the verification request and the withdrawal was
successfully processedAt this time we consider the matter resolved