We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Cryptocurrency Exchange

CEX.IO

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Cryptocurrency Exchange.

Complaints

Customer Complaints Summary

  • 46 total complaints in the last 3 years.
  • 21 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Sort by

Complaint status

Complaint type

  • Initial Complaint

    Date:01/03/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I purchased 600$ worth of crypto currency from this exchange and when I made the purchase I mistakenly had a vpn running to play games with some friends in the military overseas. Because of this my transaction was flagged and my account info was needed to verify the safety of my account. I have now provided every possible screenshot and piece of information that is humanly possible to verify that the wallet is indeed mine and the account activity was indeed me, they are demanding an email receipt which you do not receive from the website in question. My account is fully kyc verified to the point of submitting residential documents and they are still holding over 600$ “for my security” this is criminal and it has been over a week since my funds have been frozen. This is absolutely unacceptable if they can’t approve the transaction then I need the money back to my original payment method, I’ve never dealt with such unprofessional and shady behavior. This is not the first time they have held cryptocurrency from me for days on end when every other exchange sends it instantly. They should be shut down immediately.

  • Initial Complaint

    Date:12/20/2023

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Hello BBB, I signed up with CEX.IO to use this platform as my crypto wallet..But after 3 weeks of using it they froze my account with a total of $1309.38 USD, I cant withdraw my funds so i emailed them and they asking for alot of personal information and i kindly decline and told them i would like to stop using the service..they said okay i will be able to withdraw my funds soon, it's been almost 2 months and I'm still not able to withdraw my money, i emailed them and now I'm being ignored. if i do get a respond from them it's a robot script saying they are waiting for respond from their complice team to release my money, I have been treated unfairly and i would like to make my withdrawal this is unacceptable

  • Initial Complaint

    Date:12/04/2023

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I deposited 760$ via usdt they disabled my account and are asking me for stuff that doesnt even exist in crypto Asking me where I sent my crypto from and if I have email confirmation I sent it Crypto doesnt have no email confirmation I provided my ID my passport and bank statement Every single transaction I made on cex io was depositing crypto selling it and sending it to my bank ******** I provided my statement for they are still giving me a run around saying why I deleted my crypto wallets and the like My email is ****************** My cex.io user id is *********** I just want my money that legally belongs to me and Im done with cex.io

  • Initial Complaint

    Date:08/15/2023

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    My experience here was a very terrible one. After I had made my second deposit I was blocked out. Nothing I did worked. I was so frustrated and giving up on my money when Mrs. *********************** came to my rescue and helped me out with the issue. I would have been in a big mess if I had not met ****************************** HARPERJAMESPLATFORM @ GMAIL . COM ) personal email them privately. I wish to recommend ***************** to anyone in recovery of loss. She saves me and I believe She can also save others who have run into loss.

  • Initial Complaint

    Date:05/26/2023

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I purchased $100 in Bitcoin from the app cex.io. And I was able to send it out only after I converted it to trx. That was a test run. Then I purchased $2500 in Bitcoin and now they wont let me withdraw it. First they wanted selfie with me holding the debit card used to make the purchase. And each time I uploaded a selfie it would get rejected saying the quality of the picture was low. I tried 8 times with best phone camera Apple makes and kept getting rejected. So I used an old android phone with poor quality and that was approved. That part was stressful but thatwas for my security and protection it said. The app will not let me send out my crypto. It keeps getting rejected. I even tried converting it to a different crypto in maybe in hope I can send it out. And same thing. *** tried to send it out several times a day and keeps getting rejected. Only customer support they offer is thru email. Its been 20 days. And no response from customer service. I am convinced this company is stealing customers money. They arent like ftx. Ftx was using customers fund and hid it well. Until they were exposed. Cex.oi is blatantly taking customers money. And there is nothing we can do about it. Ive read the other people complain and they seem to be in the same situation as me. The company is located in ******. BBB can only do so much. Looks like u cant reach them. Nor they respond. I already know they cant be reached. But they should be held accountable. Its my fault for trusting a pos app. They stole from the wrong person. I will find a way to get my money back if BBB cant help. If anyone else got their money stolen by cex.oi email me at ********************* We can find a way to get our money back from them. I cant just sit back and wait for nothing to happen. I cant let these lowlifes steal money from me and get away with it.

  • Initial Complaint

    Date:05/22/2023

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    The same problem as all the other complaints here. You can put money in but you will never get it back, no matter how many hoops they have you jump to prove this or that. They ask no questions and require no information to make deposits, but you have to prove your blood type, DNA, family history, mother's maiden name, and everything else to try and get a withdrawal. It will never happen. I only lost 30 bucks. but combined with other people's money, it is truly a scam operation.

  • Initial Complaint

    Date:05/11/2023

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I deposited money with my debit card by bitcoin. *** tried to send it out for over three weeks now and they have given me different excuses and Ive gotten to the point where they dont even reply anymore. They basically have stolen my money stay away from the scam company, I have no idea how they are able to do business in ******* and blatantly steal money, and provide no communication along the way.

  • Initial Complaint

    Date:04/22/2023

    Type:Billing Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Cex10 took on March 3 2023 ,thy took $87.80 out of my NetSpend account without my **************** refuse to pay it back .

  • Initial Complaint

    Date:04/06/2023

    Type:Service or Repair Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I registered for CeX.io and ended up buying Bitcoin a couple years ago have all the transaction history screen shot and now I try to gain access to my account go through the verification process they make you go through and don't get any results or emails back from them tried several other avenues to get in touch with this company to be able to gain access back to my account with no response so now I am out the money and I can not access my account to try to cash it out I upset as this was a lot of money I have screen shots proving I had it as well as transaction history from my bank account which I'm upset this company is a scam in my opinion and I'm very dissatisfied with there actions would like my money back

  • Initial Complaint

    Date:03/04/2023

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Around Feb. 13th, 2023 I deposited $140 into my CEX.io account in the form of Ethereum. When I tried sending it out it showed that the transaction was pending. The status remained pending until the next day when it showed that it had failed. This was odd to me because the address I was sending it to was an address I had sent to on dozens of occasions using CEX.io. After several more failed attempts and after getting the same result I began trying to have the money refunded back on to the debit card that was used to fund the account. In response to my request I was told I would need to verify my identity, (even though I had already verified my identity and had been using their service for months at this point). Now I have been locked out of my account and no one from their customer support department will even respond to any of my messages. This is completely absurd. For a company to steal a measly $140 from a customer is disgusting. All I want is for MY money to be returned to the card that was used to fund the account in the first place. If they cannot provide the service that they were claiming to be able to provide, simply give back the money. I don't think this is an unfair request. They cannot just keep peoples money like this, and I have every intention of going through whatever channels necessary to see to it that they don't succeed in stealing my money or anyone else's for that matter.

CEX.IO is NOT a BBB Accredited Business.

To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

Why choose a BBB Accredited Business?

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.