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
While we don't verify specific claims because reviewers' opinions are their own, we may label reviews as "Verified" when we can confirm a business interaction took place. Read more
To protect platform integrity, every review on our platform—verified or not—is screened by our 24/7 automated software. This technology is designed to identify and remove content that breaches our guidelines, including reviews that are not based on a genuine experience. We recognise we may not catch everything, and you can flag anything you think we may have missed. Read more
Review summary
Created with AI, based on recent reviews
What people talk about most
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 Services
- 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.
A Platform That Forces Users Toward Legal Action
This platform is nothing but a group of scammers, and their current rating only confirms it. Honestly, even a score around 3 feels far too generous given how they operate. For more than three months now, they have failed to return my money, roughly 2,000 euros, without providing any real explanation or solution.
They spent an entire week repeatedly asking me for documents, one request after another, only to completely ignore me afterward. The chat support is a joke. There is an agent named Michelle who appears online every single day, yet I have not received a single meaningful reply from her or anyone else for over a week.
There is no assistance, no accountability, and absolutely no professionalism. They take your money, delay endlessly, and then go silent. This exchange is completely incompetent and cannot be trusted under any circumstances.
I strongly advise everyone to stay far away and not deal with these people at all.
2 January 2026
Unprompted review
Reply from CEX.IO
UPDATE:
We take claims like this seriously and want to clarify the situation.
Our team requested additional information required to review the case and identify the account, but we did not receive a response within the requested timeframe. Without these details, we’re unable to continue the review or provide updates on the status described.
Requests for documentation and follow-up questions are part of standard security procedures and are required to protect users and the platform.
We do not take or withhold users’ funds without reason, and all account actions are subject to regulatory requirements.
If you’re willing to continue the review, you’re welcome to respond to the original request so the case can be assessed further.
--------------------
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.
they stole my funds
I have been unable to access my cex.io account since 2024 because it was frozen by the platform, and I was informed this was due to Russian sanctions. Since then, I have been left without the ability to use my account normally.
Following their request, I provided all documents they asked for, including my job contract, payslips, identification documents, utility bills and my rent agreement. After submitting all of this, they stopped responding and I have not received any further information or update about the status of my account.
I find it unacceptable that my account remains frozen without any clear resolution despite fulfilling all documentation requirements. I request that cex.io allow me to withdraw my funds and close my account as soon as possible, or at least provide a clear and prompt explanation if they refuse to do so.
UPDATE FOR PLATFORM:
I'm not gonna share my email, but my internal user ID is: up118476112
1 February 2025
Unprompted review
Reply from CEX.IO
UPDATE:
Thank you for taking the time to share your experience and your UserID.
Certain accounts may be restricted due to international sanctions and regulatory requirements. Cases like this require additional compliance reviews and may involve several stages of verification, which can take longer than usual.
Our team has been in contact with you and requested documentation as part of this process. Reviews of this nature are complex, and timelines can vary depending on regulatory obligations.
We understand this situation is challenging and appreciate your patience while the review continues.
_____________________________
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.
Screwed me over made it so all the…
Screwed me over made it so all the money I had for a hotel was stuck in there for 3 weeks and I had to sleep outside cold in the rain one of those nights I made them aware of this and they did not care they ask unnecessary verifications to every stupid transaction and shut down your account from withdrawal basically any time you make a new transaction and their support team takes astronomically long time to reply and when they do they are arrogant and idiotic if I could rate 0 stars I would and wish I could rate 0 starts 8 billion times for all of the people in the world so they never have to deal with this stupid company
9 January 2026
Unprompted review
Reply from CEX.IO
UPDATE:
Thank you for taking the time to share your experience.
To clarify, we have requested additional information needed to review account-related matters, but we did not receive a response. Without this information, we’re unable to identify the account or continue the review.
Security and compliance checks are part of our standard procedures and help ensure the safety of users and the platform.
If you’re open to continuing the conversation, please share your User ID so we can look into the situation more broadly.
--------------------
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.
Extremely high fee's
I made mistake and purchased some shares through to this company. Fee's are so high that you need to make a 10% profit before even make even buy the sell your shares. Be careful people do not make the same mistake
4 January 2026
Unprompted review
Reply from CEX.IO
We understand that fees play a big role in how trading results feel, especially when expectations don’t fully match the outcome.
However, on CEX.IO, fees vary depending on the service used and reflect differences in execution speed, convenience, and trading conditions. All charges are shown clearly before a transaction is confirmed, so users can make informed choices.
Thank you for sharing your perspective as feedback like this helps us better understand user expectations.
I am very disappointed with CEX.IO due…
I am very disappointed with CEX.IO due to ongoing and unreasonable delays in withdrawing my Bitcoin.
I fully verified my account and was allowed to buy Bitcoin. Shortly after, my account was restricted and I was told to wait 24 hours. When I tried to withdraw my Bitcoin to my personal wallet, withdrawals were suspended for 48 hours due to “recent profile changes.”
After waiting and answering multiple follow-up questions, I was told withdrawals were enabled, yet my transaction remains pending. Now I’m being asked to submit a video statement saying I understand the risks and will have no claims against CEX.IO.
I have complied with every request, yet I still cannot access my own funds. The lack of transparency and constant changing requirements are very concerning. I would not recommend this platform.
16 December 2025
Unprompted review
Reply from CEX.IO
UPDATE:
Thank you for taking the time to share your experience.
To clarify, we have requested additional information needed to review account-related matters, but we did not receive a response. Without this information, we’re unable to identify the account or continue the review.
Security and compliance checks are part of our standard procedures and help ensure the safety of users and the platform.
If you’re open to continuing the conversation, please share your User ID so we can look into the situation more broadly.
--------------------
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.
Beware
Beware,they will act as if they are for real but they steal your money,I was a victim, don't fall for them
30 June 2025
Unprompted review
Reply from CEX.IO
UPDATE:
We’d like to clarify that we've requested additional information from you directly via Trustpilot in order to review the situation, but did not receive a response. Without these details, we’re unable to identify the account or proceed with a review.
Still, we take statements like this seriously and want to address them clearly.
CEX.IO does not steal or take users’ funds. All balances, transactions, and account actions on the platform are fully recorded and auditable. Funds cannot be removed from an account without a corresponding user action or a clearly documented compliance procedure.
If you’re willing to continue the conversation, please reply with the requested information so we can review the matter properly.
--------------------
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.
Service terminated/limited for no reason
I have the service for a long time. I did not violate thier terms or anything. Recently I deposited 98.00 us in Litecoin to CEX.IO only to get an email that my service is terminated according to the Compliance Officer. I had ask repeatedly why my service is terminated they can't give me an answer. So I told them I will share what happen, by then I was told I can send and receive crypto but I can't withdraw any funds on my card. Now someone tell me what kind of service is this company offering. To terminate your service for no reason. They refuse to say why they terminated the service but keep apologizing. I am very very upset and distraust..
4 December 2025
Unprompted review
Reply from CEX.IO
We understand your frustration with this situation and the distrust it has created.
In certain cases, specific details cannot be shared due to legal and regulatory obligations.
Our support team has reviewed your case and can confirm that they have provided a comprehensive response addressing your situation.
If you need assistance with operational matters, our support team remains available to help - https://support.cex.io
Keeps sending me emails although Im…
Keeps sending me emails although Im unsubscribed.
3 December 2025
Unprompted review
Reply from CEX.IO
The recent email you received was an update to our Terms of Use, which we're legally required to send to all platform users, including those who've unsubscribed from other communications.
Your unsubscribe preference remains fully in place for all other communications, and you won't receive any additional emails from us beyond legally required notices like this one.
If you continue to receive non-essential emails, please let us know so we can investigate immediately - https://support.cex.io.
We hope this clarifies the situation. If we've addressed your concern, we'd greatly appreciate it if you could consider updating your review to reflect this resolution.
Thank you for your understanding.
stay away from this scammers
stay away from this scammers, newer join their fake leaderbords,first you can do beter performace, then they insert fals traders withe different names and make trade withe the same fals volums and you can lost all you money like me!!!!
2 December 2025
Unprompted review
Reply from CEX.IO
We sincerely understand your frustration, and we take your concerns seriously.
After reviewing the situation, we've identified that some participants joined both the Spot Competition and the Referral Competition using different nicknames. This resulted in the same trading volume appearing in multiple leaderboard positions, which understandably created confusion about the competition standings.
We want to be transparent about our evaluation process: We've noticed that certain participants executed the majority of their trades on pairs with zero trading fees. According to Rule #16 of our competition terms, participants may be subject to disqualification if more than 50% of their total volume is generated on stablecoin pairs where no fees apply – https://cex.io/competition-spot-nov-2025.
We recognize this situation has been disappointing, and we genuinely regret any confusion or frustration this has caused. Our commitment is to apply our competition rules fairly and consistently to all participants, ensuring a level playing field.
Thank you for bringing this to our attention, and we appreciate your understanding as we work to maintain fair competition standards.
Scam email
I only became aware of this company through a scam email. Saying I had failed to log in. I have never had an account with them. So I will include the ID included in the email as it does not belong to me
30 November 2025
Unprompted review
Reply from CEX.IO
Thank you for bringing this to our attention.
We want to assure you that this was not a legitimate communication from our company. Scammers often impersonate cryptocurrency platforms to collect personal information or compromise accounts.
Please do not click any links in that email or provide any personal information. Do not use any credentials mentioned in the message.
We recommend deleting the email and marking it as spam or phishing. If you'd like, you can report this via our support chat - https://support.cex.io
We apologize for any concern this may have caused, and we appreciate you taking the time to report this incident.
100% SCAM
Let me tell you about these scam artists. I invested a measly $100 in BTC nine months ago and have spent the past eight months trying to get my money back out however these low life's trap your money making it impossible to ever get your money back. You can't transfer BTC to another wallet unless it's atleast 0.03 worth = $2800. That's the minimum. I've sold the BTC and tried withdrawing it to eight different debit cards including my accounts with Capital One, Wells Fargo and PNC bank accounts and every last one was declined. Contact them and they will tell you it's your financial institution responsible for the decline. I've contacted every one of my financial institutions and each of their responses were the same. It's not us declining it! This pos company is just stealing people's money plain and simple. I would tell you what needs to be done with these sorry excuses for human beings however I'm unable to on this site. STAY FAR AWAY FROM THIS COMPANY BECAUSE THEY WILL ROB YOU BLIND. They respond to everyone's reviews talking all this nonsense that they are some respectable company however they are the furthest thing from it. Just read the reviews. I pray to God each night that the individuals behind this company are made to suffer in hell in ways they cannot even imagine. May God have mercy on your pathetic souls.
26 November 2025
Unprompted review
Reply from CEX.IO
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.
After 8 years I've had a good…
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 good. The fees are a little high.
25 November 2025
Unprompted review
Reply from CEX.IO
Thank you for sharing your experience with us over these eight years. We genuinely appreciate your loyalty and are glad our customer service and communication approach have met your expectations.
On fees, we've structured them to balance transaction speed with cost, keeping your transactions moving quickly while staying as competitive as we can. Feel free to check our Limits and Commissions page for details: https://cex.io/limits-commissions.
Looking forward to another eight years!
This is the most horrific site for…
This is the most horrific site for crypto transactions. The customer service was absent for three straight days with no responses. I feel like they have one person running the customer service. The it took several verifications just to withdrawal my money. The verifications were beyond unnecessary. Guess what? They still haven’t sent my withdrawal because now they want more verifications for my wallet. Would not recommend
23 November 2025
Unprompted review
Reply from CEX.IO
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.
Hold funds for three months
A bunch of scammers, no wonder your average rating is 3.4, although I think it should already be at 1.3.
For three months, these thieves have been unable to return my money in the amount of 2000 euros +-
For a whole week, they have been asking me for documents, and then ignoring me in the chat all week and not responding at all.
A certain chat employee named Michelle is online every day, but I haven't received a single response in a week.
NO HELP, COMPLETELY INCOMPETENT EXCHANGE, THIEVES AND ONLY THAT!
I do not recommend anyone to deal with these thieves.
12 November 2025
Unprompted review
Reply from CEX.IO
We genuinely understand your frustration with the delays you’ve experienced and how challenging it has been for you.
Please note that CEX.IO is a regulated crypto exchange, and any illegal activity from us is strictly prohibited. Hence, only you have access to your funds.
The additional verification requests from our support team align with both regulatory requirements and our Terms of Use (https://cex.io/legal/terms). These measures exist specifically to protect your assets and maintain the security of our users.
Our support team has reviewed your case and can confirm that they have provided a comprehensive response addressing your situation.
If you have any specific questions, please don’t hesitate to reach out to our support team at https://support.cex.io.
I tried to withdraw my money during…
I tried to withdraw my money during 2022. I had invested £75'00 and had made a profit up to £12'500.. Never got a penny back. Demanded £2500 to withdraw my money and then no answers..Not entirely sure if I was scammed but If CEX.IO wants to talk about it and say this is untrue I am prepared to talk to you..Uploaded the money through Binance..
5 November 2025
Unprompted review
Reply from CEX.IO
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.
Worse Customer service ever
Worse Customer service ever. They take days to respond and you can only talk to that one person. So if they are off for days. You have to wait for days or weeks to get a response. My transfer has been "pending" for days now. They refuse to respond to me. This seems like fraud and theft. Lets see if the 3 letter groups can do anything with it. Complete nonsense! DONT USE THIS EXCHANGE EVER!!!
28 October 2025
Unprompted review
Reply from CEX.IO
After reviewing the information you provided, our support team was unable to locate a verified account with any pending transactions in their system.
To help us assist you more effectively, please take a moment to verify and resend your account details.
Once you've confirmed this information is correct, please reply with the verified details. We'll then coordinate with our support team to ensure your request is properly addressed.
We appreciate your cooperation.
Failure to notify me of a delisting…
Failure to notify me of a delisting resulting in financial loss
31 October 2025
Unprompted review
Reply from CEX.IO
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.
Surreal problem verifying a virtual card
Hi. Nobody is helping me solve a surreal problem:
- I made a deposit with my virtual card through Apple Pay
- They asked me for a selfie with my bank's app showing my virtual card - It's impossible to take a selfie because when I take a picture of my bank's app, the screen turns white
- I sent you a bank statement with the card transaction, my card number, my full name and address, but it's not helpful
- I'm sending messages to support and no one is responding. I want the funds returned to the original card or I will report you for misappropriation.
28 October 2025
Unprompted review
Reply from CEX.IO
We truly understand the challenges and concerns you've faced with our platform, and we appreciate the opportunity to address your feedback with complete openness.
As a regulated cryptocurrency exchange, we're required to operate within strict legal frameworks that mandate rigorous security protocols.
The verification requests you've received from our support team align with both regulatory requirements and our Terms of Use.
We'd like to clarify an important point: virtual cards can be verified successfully. We have an article in our Help Center on How to verify your virtual card: https://support.cex.io/en/articles/5858966-how-to-submit-a-selfie-with-a-card-faq#h_2d5b9d9c40
Regarding your specific situation, we're happy to confirm that your account is now fully operational and all concerns have been addressed.
If you feel comfortable doing so, we would greatly appreciate your consideration in updating your review to reflect this resolution.
Thank you for your patience throughout this process.
CEX.IO looks simple
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.
20 October 2025
Unprompted review
Reply from CEX.IO
Thanks for your feedback.
We know costs matter, and we encourage checking our Limits and Commissions page (https://cex.io/limits-commissions) before making transactions. Our fees vary by feature and payment method, and they reflect both our processing quality and the security measures we maintain. We're always working to balance competitive pricing with the reliability you need.
The verification process includes security steps that are essential for protecting your account and meeting regulatory requirements. Our verification guide can help clarify what's involved and what to expect: https://support.cex.io/en/articles/4383395-account-verification-guide-for-app-identity-verification
High volumes can sometimes extend our response times, but that doesn't diminish our commitment to providing you with quality assistance. If you have any outstanding questions or concerns, please let us know.
Trash. JUST TRASH
I have been using this card for a while now, I've deposited a decent amount of money. Time flew as I kept getting more notifications to prove my identity, it just spammed my whole inbox with those messages. Not just that, the main thing is that I just CANT use my card somewhere like steam, Telegram etc. It just says:"Card Declined" While I have funds on my WALLET, not in my savings etc; I've tried swapping to TON, to EUR, everything didn't work. The comissions for swapping / sending are just rocket high, and when I sent an specific amount - it just sent less.. I understand if the comission would just like take from your wallet.. But as an example when you send an amount of 1 ton, while sending it will take like 0.1.. That's like really crazy. You can't even add the card to apple pay, as it was said from CEX. I kindly request you to fix this issue with card being declined!!! I've tried everything
19 October 2025
Unprompted review
Reply from CEX.IO
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.
The Trustpilot Experience
Anyone can write a Trustpilot review. People who write reviews have ownership to edit or delete them at any time, and they’ll be displayed as long as an account is active.
Companies can ask for reviews via automatic invitations. Labeled Verified, they’re about genuine experiences.
Learn more about other kinds of reviews.
We use dedicated people and clever technology to safeguard our platform. Find out how we combat fake reviews.
Learn about Trustpilot’s review process.
Here are 8 tips for writing great reviews.
Verification can help ensure real people are writing the reviews you read on Trustpilot.
Offering incentives for reviews or asking for them selectively can bias the TrustScore, which goes against our guidelines.