After a few years, I decided to withdraw my 3 ETH from CEX.IO and transfer them to my friend's account, because my daughter is planning to get married. The transaction took 7 hours, a... See more
Company replied
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Review summary
Created with AI, based on recent reviews
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Reviews shaping this summary
I was thinking about trying out CEX.IO but too many negative reviews here recently. So I'll not sign up for now. This is a note for CEX.IO - your lack of timely service and issues related to withd... See more
Company replied
After 8 years I've had a good experience with CEX.IO. They havn't hassled me and filled my inbox with spam. In 2017 I made an initial purchase and today I withdrew my winnings. The customer service is... See more
Company replied
CEX.IO looks simple, but the fees are higher than I expected. The verification process also took too long and support wasn’t very responsive.
Company replied
Company details
- Cryptocurrency Service
- Alternative Financial Service
- Currency Exchange Service
- Non-Bank Financial Service
About CEX.IO
Written by the company
CEX.IO is a global leader in the digital asset space, offering best-in-class access to decentralized finance for participants at every stage of their crypto journey.
Since 2013, the company has evolved from a premiere bitcoin trading platform, to encompassing a robust ecosystem of interlocking, user-centric products. With an all-in-one mobile app, enhanced Spot Trading platform, and newly launched crypto debit card, each effort dovetails to provide a comprehensive, intuitive, and efficient digital asset experience.
Eligible participants can choose from a menu of popular payment methods to buy, sell, swap, and store over 100+ vetted listings available through our secure, custodial wallet interface. Newcomers and enthusiasts alike are empowered to enter and exit the market via integrated deposit and withdrawal pathways with prompt execution, wherever they find a stable internet connection. Join a global community of over 6 million users to enjoy seamless access to emerging opportunities in the digital economy, from a trusted crypto guide.
Since 2013, the company has evolved from a premiere bitcoin trading platform, to encompassing a robust ecosystem of interlocking, user-centric products. With an all-in-one mobile app, enhanced Spot Trading platform, and newly launched crypto debit card, each effort dovetails to provide a comprehensive, intuitive, and efficient digital asset experience.
Eligible participants can choose from a menu of popular payment methods to buy, sell, swap, and store over 100+ vetted listings available through our secure, custodial wallet interface. Newcomers and enthusiasts alike are empowered to enter and exit the market via integrated deposit and withdrawal pathways with prompt execution, wherever they find a stable internet connection. Join a global community of over 6 million users to enjoy seamless access to emerging opportunities in the digital economy, from a trusted crypto guide.
Contact info
United States
- support@cex.io
- cex.io
3.1
Average
23K reviews
No history of asking for reviews
This company hasn't invited their customers, so reviews may not be representative
Replied to 93% of negative reviews
Typically replies within 1 week
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Expensive Fees, Non-working Functionality, Poor UI, No Customer Support, Verification Doesn’t Work
The website functionality didn't work and I kept being redirected to the instant buy page.
Support chat has a stated response time of 5 days, which in effect means there is no customer support, as you can't have a conversation or follow a process if you only get a response every few days.
Contacting support itself didn't work as despite showing a contact email address this redirects you to the website chat. Despite being signed in, the website chat would say I wasn't signed in and only allowed generic queries.
The Android app didn't allow me to send messages directly contradicting the email response saying to use it also to contact support.
I needed to go through the re-verification process multiple times (at least 4) despite it saying each time it had worked.
Eventually, I managed to access my holdings via the Android app and close out positions I have held for half a decade. The app was unintuitive with a poor UI.
Withdrawing via the app with a new bank account didn't work, so I had to do this on the website (where it was the only functionality that worked).
Closing out my positions and withdrawing my funds wiped out much of my returns due to high transaction costs and withdrawal fees.
I haven't found Cex.io suitable for long-term crypto investing and do not recommend it; due to bad or outright non-working functionality and a poor UI, expensive fees, no customer support, and a re-verification process that repeatedly doesn't work despite saying it had.
20 January 2025
Unprompted review
Reply from CEX.IO
Dear user,
We sincerely apologize for the difficulties you have encountered while using our platform. In an attempt to resolve the issue, we have conducted an investigation, but have been unable to locate your specific case.
In order to assist you further, we kindly request that you provide us with the following information:
1. Your userID associated with your CEX.IO account.
2. The registration email used to create your CEX.IO account.
With this information, we will be able to conduct a thorough investigation and provide you with timely and accurate updates. We look forward to hearing from you and appreciate your cooperation.
Thank you for your patience and understanding.
On behalf of CEX.IO,
Social Networks Supervisor
CEX.io: The Worst Service I’ve Ever Experience
Issue resolved:
CEX.io: The Worst Service I’ve Ever Experienced
CEX.io is hands down the most incompetent, unprofessional, and irresponsible service I’ve ever dealt with. After more than a month of waiting, submitting my documents TWICE (National ID, handwritten note, and selfie), and following every single instruction they gave me, my issue is still unresolved.
Their so-called "customer support" is a complete joke. No proper updates, no accountability, and no resolution. Just utter negligence and incompetence. This delay has caused me serious financial losses, and their lack of urgency or care shows how little they value their users.
All I’ve asked is to disable 2FA on my account — a simple request that they have turned into a nightmare. Their failure to act despite repeated attempts to resolve this issue shows they are incapable of handling basic customer needs.
Do yourself a favor and avoid this scam of a platform. CEX.io doesn’t deserve your time, money, or trust. They are nothing but a disgrace to the crypto community. I’ll be taking every possible step to warn others about this awful service. Use this platform at your own risk, but don’t be surprised when they let you down. Absolutely pathetic!
20 January 2025
Unprompted review
Reply from CEX.IO
Dear user,
We extend our gratitude for taking the time to share your experience with us. Your feedback holds great value for us, as it presents an opportunity for us to enhance our services for the benefit of all our customers.
Our mission is to provide a secure platform for individuals to access the potential of cryptocurrencies and decentralized finance. We understand the trust that our users place in us and take our responsibility seriously. We are committed to upholding the highest standards of integrity in our operations.
Per our check, it appears that our team has requested you to provide additional documents to disable your 2FA. Please note that such procedures are in line with our Terms of Use — https://cex.io/terms
We have also confirmed that our support team has thoroughly addressed all the inquiries and issues you have raised. According to their latest communication, we would like to inform you that our team has provided you with a comprehensive response to your request.
We are grateful for your understanding and cooperation.
On behalf of CEX.IO,
Social Networks Supervisor
Be very careful
Be very careful! I verified on CEX and use it's card for shopping, but one day, they closed my account, which had assets in it, they asked for a lot of evidence as to where this crypto came from, they kept me waiting for a month and asked for different documents several times hoping that I would get tired, but in the end, with a false and wrong reason, they said that you violated the sanctions and we will not give you your assets back! Be very careful, CEX will steal your assets! the worst exchange i ever worked with it!
3 November 2024
Unprompted review
Reply from CEX.IO
Dear user,
We sincerely apologize for the difficulties you have encountered while using our platform. In an attempt to resolve the issue, we have conducted an investigation, but have been unable to locate your specific case.
In order to assist you further, we kindly request that you provide us with the following information:
1. Your userID associated with your CEX.IO account.
2. The registration email used to create your CEX.IO account.
With this information, we will be able to conduct a thorough investigation and provide you with timely and accurate updates. We look forward to hearing from you and appreciate your cooperation.
Thank you for your patience and understanding.
On behalf of CEX.IO,
Social Networks Supervisor
They are thieves
They are thieves! They won't reverse a transaction and won't respond to any interaction with me. Meanwhile they have a transaction pending in XRP for over 150USD
20 January 2025
Unprompted review
Reply from CEX.IO
Dear user,
We sincerely apologize for the difficulties you have encountered while using our platform. In an attempt to resolve the issue, we have conducted an investigation, but have been unable to locate your specific case.
In order to assist you further, we kindly request that you provide us with the following information:
1. Your userID associated with your CEX.IO account.
2. The registration email used to create your CEX.IO account.
With this information, we will be able to conduct a thorough investigation and provide you with timely and accurate updates. We look forward to hearing from you and appreciate your cooperation.
Thank you for your patience and understanding.
On behalf of CEX.IO,
Social Networks Supervisor
Worst Company!
Hello my user ID is up158765861. On the 13th of January I got the below message:
(Please submit information about your recent deposit
Hello KENARDO A ,
We’re reaching out to request some additional information related to your recent crypto deposit transaction: 77782057019)
On the 14th Richard sent this:
Hello, Kenardo,
As part of our verification procedures, we’re reaching out to request some additional information related to your recent crypto deposit transaction:
+ 50 USDT | 2025-01-14 | dc901a4101a97ada182fcdd7501c60c63dacc807b75d2d46da2dd1c52685fc65
As such, we request supporting information regarding the origin of your crypto deposit transaction referenced above. In particular, please respond to this email and provide full-page desktop screenshots of the following information:
Withdrawal history from the sender platform side showing this particular transaction sent to CEX.IO;
Profile page showing account holder details (email address and account holder's full name) if the sender platform supports KYC policy.
The processing of your payments will remain temporarily suspended until this verification is completed.
We appreciate your business and look forward to your reply.
Best regards,
Richard Ridderland
Account Management Team
CEX.IO
I have submitted what was asked and has been following up and no has responded. Is this a scam to steal clients funds and shutting down functionality within the app??? I need my money CEX!!!!
13 January 2025
Unprompted review
Reply from CEX.IO
Dear user,
We are sorry to hear you are experiencing difficulties while using our platform.
Please note that CEX.IO is a regulated crypto exchange and any illegal activity from us is absolutely excluded. Hence, nobody except you has access to your funds.
Our mission is to provide a secure platform for individuals to access the potential of cryptocurrencies and decentralized finance. We understand the trust that our users place in us and take our responsibility seriously. We are committed to upholding the highest standards of integrity in our operations.
Concerning the support's team request for additional verification we would like to stress that the aforementioned measures are in line with our Terms of Use - https://cex.io/terms
Based on our investigation we see that you have successfully withdrawn your funds from your account. Again, we want to apologise for negative experience you have had.
On behalf of CEX.IO,
Social Networks Supervisor
STAY AWAY FROM CEX IO - MONEY IS AWAY!!
CAREFULL THEY BLOCK YOUR MONEY AMD CARD!! support needs 5! Days to answer, They dont wanne accept my account delete, they dont wanne give me my Money Back. 20 Times verification for my card was rejected before. Stay away from them. UP208050423
19 January 2025
Unprompted review
Reply from CEX.IO
Dear user,
We sincerely apologize for the difficulties you have encountered while using our platform. In an attempt to resolve the issue, we have conducted an investigation, but have been unable to locate your specific case.
In order to assist you further, we kindly request that you provide us with the following information:
1. Your userID associated with your CEX.IO account.
2. The registration email used to create your CEX.IO account.
With this information, we will be able to conduct a thorough investigation and provide you with timely and accurate updates. We look forward to hearing from you and appreciate your cooperation.
Thank you for your patience and understanding.
On behalf of CEX.IO,
Social Networks Supervisor
I tried several times to log back in
I tried several times to log back in, after it asked me again for validation documents they said they would get back to me in 48 hours. Its been more than 3 months! I had to do the process all over again!!!
Even they didnt send a notification email!!!
18 January 2025
Unprompted review
Reply from CEX.IO
Dear user,
We sincerely apologize for the difficulties you have encountered while using our platform. In an attempt to resolve the issue, we have conducted an investigation, but have been unable to locate your specific case.
In order to assist you further, we kindly request that you provide us with the following information:
1. Your userID associated with your CEX.IO account.
2. The registration email used to create your CEX.IO account.
With this information, we will be able to conduct a thorough investigation and provide you with timely and accurate updates. We look forward to hearing from you and appreciate your cooperation.
Thank you for your patience and understanding.
On behalf of CEX.IO,
Social Networks Supervisor
Here’s the revised version with your…
Here’s the revised version with your additional point:
I lost my entire day trying to do something basic that I could’ve done in 5 minutes on Kraken. Every single person in this company feels like an NPC. First, my transaction started as pending, then it failed and was returned after being verified through a video where I asked them to release my funds—my own f***ing money. And then, the same issue happened again.
The exchange has login bugs with Google CAPTCHA, and their "Buy Now" button is half-missing on the app. The app uses a different session to keep your details, so, as you can imagine, your payment methods are not saved if you log in on a different phone. You can expect these guys can’t even fix basic app code. If you watch the movie Dumb and Dumber, you can imagine how clueless they are. :) I just pray someone removes them from the universe.
One of the worst exchanges. I WOULD NOT recommend using it. Kraken, Coinbase, or any other exchange—just not these scammers.
I pray someone makes a YouTube video exposing how dumb and scammy this is. On the "Buy Now" form, when you're not logged in, it shows one price, but when you log in, it shows a completely different (lower) price. That’s a scam, plain and simple.
17 January 2025
Unprompted review
Reply from CEX.IO
Dear user,
We sincerely apologize for the difficulties you have encountered while using our platform. In an attempt to resolve the issue, we have conducted an investigation, but have been unable to locate your specific case.
In order to assist you further, we kindly request that you provide us with the following information:
1. Your userID associated with your CEX.IO account.
2. The registration email used to create your CEX.IO account.
With this information, we will be able to conduct a thorough investigation and provide you with timely and accurate updates. We look forward to hearing from you and appreciate your cooperation.
Thank you for your patience and understanding.
On behalf of CEX.IO,
Social Networks Supervisor
I have never saw such a terrible…
I have never seen such a terrible exchange in my life. I’ve been trying to send a single transaction all day. I’ve sent 100 emails to support, and nobody knows what’s happening. You can’t even log in because of errors in the captcha and bugs in the app. There is no contact number to speak to anyone.
I had to send a video recording to authorize my transaction because the website is so buggy. I had to use a VPN all day just to send £100. You can imagine how useless this is. If you think this is bad, it’s honestly the worst exchange I’ve ever used. Go somewhere else, wherever, but not CEX – it might be cheaper by £2-4, but the suffering is huge, and the incompetence is massive.
I have never experienced anything like this in my life. They don’t value people’s time.
How can they not fix the Google captcha so people can log in? There are so many bugs, and the way cookies are stored needs a complete overhaul. They need real web developers.
They don’t even have a phone number – just imagine the frustration of putting in your money and time, only to deal with this stupidity.
I do not recommend this exchange. Go to Kraken instead.
17 January 2025
Unprompted review
Reply from CEX.IO
Dear user,
We are sorry to hear you are experiencing difficulties while using our platform.
Our mission is to provide a secure platform for individuals to access the potential of cryptocurrencies and decentralized finance. We understand the trust that our users place in us and take our responsibility seriously. We are committed to upholding the highest standards of integrity in our operations.
Concerning the support's team request for additional verification we would like to stress that the aforementioned measures are in line with our Terms of Use - https://cex.io/terms
We are pleased to inform you that your account is now fully operational following the resolution of your case. And based on our investigation we see that you have successfully withdrawn your funds from your account. Again, we want to apologise for negative experience you have had.
We would highly appreciate if you could update your review.
On behalf of CEX.IO,
Social Networks Supervisor
Absolutely awful app
Absolutely awful app, first of all tried to withdraw my crypto to another wallet, app was telling me i didnt have enough crypto when i clearly had, commision is something i’ve never seen before, moved around 300 euros worth of btc to another wallet they took around 45 euros, unbelievable, try to contact them they answer 1 day late each question until they just dont care anymore! For the safety and soundness of your crypto and yourself, use ANY other wallet.
15 January 2025
Unprompted review
Reply from CEX.IO
Dear user,
We sincerely apologize for the difficulties you have encountered while using our platform. In an attempt to resolve the issue, we have conducted an investigation, but have been unable to locate your specific case.
In order to assist you further, we kindly request that you provide us with the following information:
1. Your userID associated with your CEX.IO account.
2. The registration email used to create your CEX.IO account.
With this information, we will be able to conduct a thorough investigation and provide you with timely and accurate updates. We look forward to hearing from you and appreciate your cooperation.
Thank you for your patience and understanding.
On behalf of CEX.IO,
Social Networks Supervisor
Now way to reset 2fa on my account
Now way to reset 2fa on my account. The mail for resetting is never sent. Can't login because of this.
Support is unavailabe. Only unhelpful articles on their website. This problem is persists for months. No access to my funds in the meantime.
13 January 2025
Unprompted review
Reply from CEX.IO
Dear user,
We sincerely apologize for the difficulties you have encountered while using our platform. In an attempt to resolve the issue, we have conducted an investigation, but have been unable to locate your specific case.
In order to assist you further, we kindly request that you provide us with the following information:
1. Your userID associated with your CEX.IO account.
2. The registration email used to create your CEX.IO account.
With this information, we will be able to conduct a thorough investigation and provide you with timely and accurate updates. We look forward to hearing from you and appreciate your cooperation.
Thank you for your patience and understanding.
On behalf of CEX.IO,
Social Networks Supervisor
They stole my 20$
They stole my 20$, and refuse to return it. I am an American in Russia, and that is thier reason. I hope you will by an AC for the money you stole from me, you'll need it where you're going.
10 January 2025
Unprompted review
Reply from CEX.IO
Dear user,
We are sorry to hear you are experiencing difficulties while using our platform.
Please note that CEX.IO is a regulated crypto exchange and any illegal activity from us is absolutely excluded. Hence, nobody except you has access to your funds.
Our mission is to provide a secure platform for individuals to access the potential of cryptocurrencies and decentralized finance. We understand the trust that our users place in us and take our responsibility seriously. We are committed to upholding the highest standards of integrity in our operations.
Concerning the support's team request for additional verification we would like to stress that the aforementioned measures are in line with our Terms of Use - https://cex.io/terms.
Upon reviewing the matter, we have confirmed that our support team has thoroughly addressed all the inquiries and issues you have raised. According to their latest communication, we would like to inform you that our team has provided you with a comprehensive response to your request.
We are grateful for your understanding and cooperation.
On behalf of CEX.IO,
Social Networks Supervisor
I had set up my account but now it's not working
I had set up my account, called support to get the verification put through, and deposited funds. NOW they tell me I accidentally setup another account under another email address (which I did, not meaning to) but now they turned OFF my verification, will not respond to my messages once I told this which account I wanted to keep, and my money is now being held hostage. I will be withdrawing my funds once they finally get my back online.
6 January 2025
Unprompted review
Reply from CEX.IO
Dear user,
We appreciate you taking the time to share your experience with us. Your feedback holds significant importance to us as it plays a crucial role in our efforts to enhance and refine our services for the benefit of our valued customers.
Please note that having multiple accounts on our platform violates the Terms of Use. For more details, please refer to the following link: https://cex.io/terms.
Upon reviewing the matter, we have confirmed that our support team has thoroughly addressed all the inquiries and issues you have raised. According to their latest communication, we would like to inform you that our team has provided you with a comprehensive response to your request.
We are grateful for your understanding and cooperation.
On behalf of CEX.IO,
Social Networks Supervisor
STAY AWAY SCAMMERS!!!!!!¡!!!!!!!!!¡!!!!!
Managed to get my money after 4 months from these and they only would give me my money by doing swift and that was for one reason only because they charge you £50 to get your money that way I really hope FCA manage to shut you down cex.io....your are thieves!!!!!!!!!PEOPLE STAY AWAY FROM THEM!!!!!
7 January 2025
Unprompted review
Reply from CEX.IO
Dear user,
We kindly ask you to review our response under your previous comment, where we’ve addressed your query in detail.
Please note that posting multiple negative reviews won’t impact our overall rating. If you’d like to share additional details, we’d appreciate updating your initial review instead. This will help streamline our communication.
On behalf of CEX.IO,
Social Networks Supervisor
Scam company do not use trust me…
Scam company do not use trust me biggest scam they kept my money won’t refund it and won’t help me with anything my withdraw has been pending for a week the message button doesn’t show up to contact support and they won’t respond to emails complete scam
1 January 2025
Unprompted review
Reply from CEX.IO
Dear user,
We are sorry to hear you are experiencing difficulties while using our platform.
Please note that CEX.IO is a regulated crypto exchange and any illegal activity from us is excluded. Hence, nobody except you has access to your funds.
Our mission is to provide a secure platform for individuals to access the potential of cryptocurrencies and decentralized finance. We understand the trust that our users place in us and take our responsibility seriously. We are committed to upholding the highest standards of integrity in our operations.
Concerning the support's team request for additional card verification, we would like to stress that the aforementioned measures are in line with our Terms of Use — https://cex.io/terms.
We would like to assure you that our support team has diligently addressed all the questions and concerns you raised. Based on their most recent communication, we would like to inform you that your account is fully functional and you have successfully withdrawn your funds.
We are grateful for your understanding and cooperation.
On behalf of CEX.IO,
Social Networks Supervisor
I can't withdraw my money
I can't withdraw my money. Every time I try, it will tell me to check with my bank whereas my account has already been verified by CEX.IO and there is nothing wrong with my bank receiving any payments into my account.
I would have invested more, but I wanted to make sure if this website is genuine. From my point of view, it looks like they are not a genuine organisation.
4 January 2025
Unprompted review
Please read reviews for your benifit
This was a negative review but the customer service manage to help me I'm very grateful they are a legit company and not scammers just have Patients and your problems will be sorted
20 December 2024
Unprompted review
Reply from CEX.IO
Dear user,
We apologize for the negative experience you have had with our customer support, and we understand your frustration. We assure you that we take your concerns seriously and are committed to addressing them promptly.
Concerning the support's team request for additional card verification, we would like to stress that the aforementioned measures are in line with our Terms of Use — https://cex.io/terms.
While we strive to make the verification process as seamless as possible, we understand that delays may have occurred in your particular case, and we sincerely apologize for any inconvenience caused.
We are pleased to inform you that your account is now fully operational following the resolution of your case.
We appreciate your feedback and will use it to further enhance our services. We value your trust and are committed to providing a positive and reliable customer experience moving forward.
We would highly appreciate if you could update your review.
We are grateful for your understanding and cooperation.
On behalf of CEX.IO,
Social Networks Supervisor
Been verified for months and made…
Been verified for months and made multiple withdrawals to my debit card . Today I made a withdrawal and it got declined said I need to verify idk why when I just withdrew a few days ago ! Then I just withdrawal out to another btc wallet because customer service is not available. But they charges me 45$ to send 200! Crazy and it’s still pending withdrawal after 2 hours this is crazy I’m done with this site and app you guys made me no longer love you guys and I will make sure my friends stop using this site and app
29 December 2024
Unprompted review
Please, Verify my card ending with: 1866
Dear, CEX.IO Ltd
My name is Ngoc Hoai Nguyen
My user ID: up103735124
Please, Verify my card ending with: 1866
Please, Restore normal activity to my account
Thank You Very Much
28 December 2024
Unprompted review
Reply from CEX.IO
Dear user,
To assist you, please refer to this helpful guide:
- How to Submit a Selfie with a Card (FAQ) — https://support.cex.io/en/articles/5858966-how-to-submit-a-selfie-with-a-card-faq.
If you encounter any issues during the verification process, please contact our Support Team via the chat button at support.cex.io or through the CEX.IO App.
On behalf of CEX.IO
Social Networks Supervisor
Support needs improving
I have finally had someone resolve my KYC issue after chasing regularly for the past month, and they've now removed the block on my account after reviewing details sent from my bank.
The CEX.IO exchange itself is fine, and easy enough to use, fees are a little on the high side, but the main issue that unfortunately lets their service down is the long wait for support responses.
26 December 2024
Unprompted review
Reply from CEX.IO
We appreciate you taking the time to share your experience with us. Your feedback is extremely valuable as it helps us continuously improve and refine our services for the benefit of our users.
Please be assured that CEX.IO operates as a regulated crypto exchange, and any illegal activity on our part is entirely excluded. Rest assured, your funds are accessible only to you.
Our mission is to provide a secure and reliable platform for individuals to explore the opportunities offered by cryptocurrencies and decentralized finance. We deeply value the trust our users place in us and are committed to maintaining the highest standards of integrity in all aspects of our operations.
Regarding the support team's request for additional card verification, we would like to emphasize that such measures align with our Terms of Use — https://cex.io/terms.
After a thorough review, it seems that the necessary information requested by our support team has not been provided. We kindly ask you to revisit the instructions shared and submit the required details to proceed.
Additionally, we have confirmed that our support team has responded comprehensively to all your inquiries and concerns. Based on their latest communication, we believe a detailed response to your case has already been provided.
Please note that certain features of your account may remain temporarily inactive until the review process is completed. Once the required information is submitted and evaluated, any restrictions will be promptly lifted.
We sincerely appreciate your understanding and cooperation in this matter.
On behalf of CEX.IO,
Social Networks Supervisor
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