We're sorry for any delay in withdrawal. Some withdrawals can be held pending approval for consumer protection as well as to meet compliance obligations. In this case the withdrawal was processed on 6/15/2017. At this time we consider the matter closed.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.
Regards,
[redacted]
This currency was delisted on 9/5/2016, anyone with Swarm tokens was instructed to remove them from the platform before this date. We have since re-enabled the wallet and the customer is free to withdraw at any time.
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 officer. When a withdrawal is held for review it can take up to 24 hours, typically they're...
cleared much sooner. Unfortunately this was not the case here.We can confirm that these withdrawals have since been processed and at this time consider the matter resolved.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have...
determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below. I don't understand how a corporation that handles money can have such sloppy site security and claim there not responsible when a client looses over $1500. As far as I'm concerned this exchange should not be allowed to operate within the USA. The worst part is there is no recourse for people like me due to the lack of control for company's like this. From what I can figure with the loss of money, plus the increase in value my total loss is around $2489 to date.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
Customer sent a deposit but failed to include the memo needed to identify the account that the deposit should be routed to. After gathering information about the deposit the funds were credited to the user's account. At this time we consider the matter resolved.
The customer sent BTC to a USDT (Tether) deposit address. The deposits and withdrawals page very clearly states not to send anything but USDT to a USDT deposit address:"IMPORTANT: Send only USDT to this deposit address. Sending any other currency to this address may result in the loss of your...
deposit."We advised the customer to be careful in the future. Some exchanges will not recover funds sent to the wrong address, and sometimes it is actually impossible. In any case, recovering funds can take a long time if it requires direct access to wallet keys, because such access is heavily restricted for security reasons.On 6/25 we swept the BTC from their USDT address into their BTC deposit address.
This person user successfully sent to funds to an address. We cannot reverse this transaction nor can we confiscate funds from the receiving address. We instructed the user to contact law enforcement if they felt they were the victim of a crime.
Bureau:
I have reviewed the response made by the business in reference to complaint ID [redacted]
I find that the resolution is the best that can be done for now. I can accept it.
However, I reject their explanation of the delay. The delay was not due to back and forth regarding any addresses (that only took a single day). The delay was prior to the back and forth where my support ticket was in limbo for about 2 weeks with no responses from them when I asked about the status of my ticket.
I just want to go on record saying that their business practices are entirely unacceptable, however, they did, in a very untimely fashion return my money to me -- although at a loss.
This customer does not seem to grasp that USDT (Tether) is a cryptocurrency and not US dollars. Sending USDT Tether to a BTC address (and vice versa) is called a cross-chain transaction. Cross-chain transactions can result in the complete loss of funds.The original issue here was that the user transferred BTC from Coinbase into their Poloniex USDT (Tether) account creating a cross-chain transaction. The user executed this transaction despite the bold red warning on the USDT deposit page that reads:IMPORTANT: Send only USDT to this deposit address. Sending any other currency to this address may result in the loss of your deposit.Because these currencies are incompatible we had to have an engineer manually recover the funds. This recovery was completed on 7/8/2017 and the USDT was credited to the user's Poloniex account.On 8/30/2017 the user then withdrew USDT from Poloniex to their Coinbase BTC deposit address creating yet another cross-chain transaction. The user executed this transaction despite the bold red warning on the USDT Tether withdrawal page that reads:IMPORTANT: Do not send Tether USD anywhere unless you are certain the destination supports Omni transactions. If it does not, you could permanently lose access to your coins.This transaction completed successfully. The USDT left the users Poloniex account and were received in their Coinbase BTC account on 8/30/2017 10:04:11 PM as evidenced here:http://omnichest.info/lookuptx.aspx?txid=5a7fa773b0058ebe824f4d8dff337e8a84...⇄ USDT funds are now in the sole possession of Coinbase. Poloniex did absolutely nothing wrong here and recovery of the USDT is completely out of our control. Only Coinbase can recover these USDT that were delivered cross-chain to their BTC account on Coinbase.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not...
resolve my complaint. For your reference, details of the offer I reviewed appear below.
My account is being recovered now but I lost over 18,000 dollars as a result of there negligent monitoring and lousy security management. I am requiring that my funds be returned to me.
Regards,
[redacted]
Ethereum deposits require a minimum amount to automatically credit a user's account. In this case the amount was just below the threshold. After some communication with the customer the issue was resolved.
We apologize for the delay. This transaction failed to broadcast the first time it was processed. We have since rebroadcast the transaction and it has processed successfully. At this time we consider the matter resolved.
We're sorry for any delay in withdrawal. Some withdrawals can be held pending approval for consumer protection as well as to meet compliance obligations. In this case the withdrawal was processed on 6/15/2017. At this time we consider the matter closed.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.
Regards,
[redacted]
This currency was delisted on 9/5/2016, anyone with Swarm tokens was instructed to remove them from the platform before this date. We have since re-enabled the wallet and the customer is free to withdraw at any time.
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 officer. When a withdrawal is held for review it can take up to 24 hours, typically they're...
cleared much sooner. Unfortunately this was not the case here.We can confirm that these withdrawals have since been processed and at this time consider the matter resolved.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have...
determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below. I don't understand how a corporation that handles money can have such sloppy site security and claim there not responsible when a client looses over $1500. As far as I'm concerned this exchange should not be allowed to operate within the USA. The worst part is there is no recourse for people like me due to the lack of control for company's like this. From what I can figure with the loss of money, plus the increase in value my total loss is around $2489 to date.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
Customer sent a deposit but failed to include the memo needed to identify the account that the deposit should be routed to. After gathering information about the deposit the funds were credited to the user's account. At this time we consider the matter resolved.
Very sorry for the delay. This transaction has been canceled and the funds credited back to your account balance.
Unfortunately our STEEM wallet is currently offline. We are working on bringing the wallet back online and credit pending deposits.
The customer sent BTC to a USDT (Tether) deposit address. The deposits and withdrawals page very clearly states not to send anything but USDT to a USDT deposit address:"IMPORTANT: Send only USDT to this deposit address. Sending any other currency to this address may result in the loss of your...
deposit."We advised the customer to be careful in the future. Some exchanges will not recover funds sent to the wrong address, and sometimes it is actually impossible. In any case, recovering funds can take a long time if it requires direct access to wallet keys, because such access is heavily restricted for security reasons.On 6/25 we swept the BTC from their USDT address into their BTC deposit address.
We apologize for the delay. This withdrawal has since been processed.
This user's login credentials were compromised and support is working with them to verify their identity and regain access to the account.
This person user successfully sent to funds to an address. We cannot reverse this transaction nor can we confiscate funds from the receiving address. We instructed the user to contact law enforcement if they felt they were the victim of a crime.
We can confirm that we were able to recover this deposit and credit the user's account and at this time consider the matter resolved.
Better Business...
Bureau:
I have reviewed the response made by the business in reference to complaint ID [redacted]
I find that the resolution is the best that can be done for now. I can accept it.
However, I reject their explanation of the delay. The delay was not due to back and forth regarding any addresses (that only took a single day). The delay was prior to the back and forth where my support ticket was in limbo for about 2 weeks with no responses from them when I asked about the status of my ticket.
I just want to go on record saying that their business practices are entirely unacceptable, however, they did, in a very untimely fashion return my money to me -- although at a loss.
Regards,
[redacted]
This customer does not seem to grasp that USDT (Tether) is a cryptocurrency and not US dollars. Sending USDT Tether to a BTC address (and vice versa) is called a cross-chain transaction. Cross-chain transactions can result in the complete loss of funds.The original issue here was that the user transferred BTC from Coinbase into their Poloniex USDT (Tether) account creating a cross-chain transaction. The user executed this transaction despite the bold red warning on the USDT deposit page that reads:IMPORTANT: Send only USDT to this deposit address. Sending any other currency to this address may result in the loss of your deposit.Because these currencies are incompatible we had to have an engineer manually recover the funds. This recovery was completed on 7/8/2017 and the USDT was credited to the user's Poloniex account.On 8/30/2017 the user then withdrew USDT from Poloniex to their Coinbase BTC deposit address creating yet another cross-chain transaction. The user executed this transaction despite the bold red warning on the USDT Tether withdrawal page that reads:IMPORTANT: Do not send Tether USD anywhere unless you are certain the destination supports Omni transactions. If it does not, you could permanently lose access to your coins.This transaction completed successfully. The USDT left the users Poloniex account and were received in their Coinbase BTC account on 8/30/2017 10:04:11 PM as evidenced here:http://omnichest.info/lookuptx.aspx?txid=5a7fa773b0058ebe824f4d8dff337e8a84...⇄ USDT funds are now in the sole possession of Coinbase. Poloniex did absolutely nothing wrong here and recovery of the USDT is completely out of our control. Only Coinbase can recover these USDT that were delivered cross-chain to their BTC account on Coinbase.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not...
resolve my complaint. For your reference, details of the offer I reviewed appear below.
My account is being recovered now but I lost over 18,000 dollars as a result of there negligent monitoring and lousy security management. I am requiring that my funds be returned to me.
Regards,
[redacted]
This account has been unfrozen and at this time we consider the matter resolved. We apologize for the delay.
Ethereum deposits require a minimum amount to automatically credit a user's account. In this case the amount was just below the threshold. After some communication with the customer the issue was resolved.
We apologize for the delay. This transaction failed to broadcast the first time it was processed. We have since rebroadcast the transaction and it has processed successfully. At this time we consider the matter resolved.