Bitcoin.de switched my account to "in-only" mode two days ago and doesn't unlock it

[ytgo]

Two days ago i logged in to my bitcoin.de account. My account was quite new so its trust level was silver, i had no previous purchases.

After the login i made small purchases at first and than focused on making some purchases to increase my trust level.

I reached 20 purchases and a volume of 8k euros.

After that i wanted to withdraw 7,5 ethers to another exchange and i still had 2,3 ethers on sale orders.

I noticed that even though the price went higher than the price i requested, my order didn't take place. I also checked the withdrawal and i saw that my account is in-only mode.

At this time price per ether was 373 eur.

I sent a ticket to ask about the situation, they demanded identity documents from me, i sent them immediately but they didn't unlock my account.

Since they didn't unlock my account and didn't give me any information i sent another tickets.

Yesterday, a day later, i received another mail to another ticket saying that i have to change my password and send another notice, which i also did immediately.

Now another day has passed and my account is still "in-only mode".

In the meantime price fell to 310 euros per coin meaning 9,8 x 60 = approximately 590 euros of loss !!! Which is due to their irresponsible acts and lacking of support and i consider this unacceptable

 

1- My login history was uneventful so it can't be any reason for this lockdown

2- I made the purchases and sale attempts in the same login so it also can't be any reason to lock my account, at least to protect me

3- If there is such a risk why don't they contact me in another way and try to protect me, in this way they already caused me enough loss

4- Support system comes with different demands at different times but none of them help you to unlock your account, what is the sense of this. Shouldn't they have focused on telling all necessary steps to unlock the account and let me get rid of the problem as quick as possible?

5- I understand that they can restrict withdrawal, somehow, but why don't they let me sell the coins so that i could prevent losses, who will be responsible for my loss?

Bearbeitet 30. März 2018 von ytgo
misspelling and adding an expression

[Serpens66]

about 5): Selling coins has the same result like withdrawing coins, cause it means bitcoin.de has no longer control of the coins/money, since you will get money to your bank account (and not in your bitcoin.de account, since bitcoin.de stores no money).

So unfortunately there is not much you can do.
For some reason you triggered the in-only modus and they are not sure if you are a scammer or not. that is why they ask you to provide more proofs of identity. They have to check them and maybe have to wait for a decision made by police or whatever authority is responsible for possible scam.

Of course this really sucks if you are no scammer, but I fear there is nothing you can do except to cooperate with bitcoin.de. It even might take months if you are unlucky, so don't expect to get access soon.

Bearbeitet 30. März 2018 von Serpens66

[ytgo]

18 minutes ago, Serpens66 said:

about 5): Selling coins has the same result like withdrawing coins, cause it means bitcoin.de has no longer control of the coins/money, since you will get money to your bank account (and not in your bitcoin.de account, since bitcoin.de stores no money).

But unlike withdrawing crypto, with an express sale, money would be in my bank account which is a safe place. It could be traced and retrieved even if there was a security breach.

 

19 minutes ago, Serpens66 said:

So unfortunately there is not much you can do.
For some reason you triggered the in-only modus and they are not sure if you are a scammer or not. that is why they ask you to provide more proofs of identity. They have to check them and maybe have to wait for a decision made by police or whatever authority is responsible for possible scam.

Of course this really sucks if you are no scammer, but I fear there is nothing you can do except to cooperate with bitcoin.de. It even might take months if you are unlucky, so don't expect to get access soon.

I have no problem with cooperation and i already did what is told. But this process has to be more quickly.

First they ask me to send the identity, i send them, nothing happens for one day

Second day, they asked me to change the password, i do it as well, nothing happens again.

I waited one day to change the password, if it was a requirement, why didn't they mention it in the first mail and i had to wait one day to hear it?

 

If they requested, i could send them a selfie with a written statement stating i want my account to be unlocked. 

 

This seems quite thoughtless and irresponsible to lock someone's account without notification and without a clear reason and not cooperating to help them to get rid of the situation without thinking their loss.

It is unacceptable in any website but especially t in crypto world, this makes the situation even more dramatic since not days even shorter periods of time can be the reason to lose money.

[Serpens66]

Unfortunately me and others lost money after it was transfered to bank accounts. So no it is not a safe place and can not be tracked that easily (mostly because police is often incompetent).

Yes it is unacceptable and we as customers all think it shoulld be possible to get better user experience.
But the truth is that you won't find any exchange or even any bank, that handles "possible scams" differently. I made the experience myself few times and read every day complaints on forums about every exchange.

So again, yes I know that it is horrible. But I just wanted you to be prepared that this might take much much longer. I can't help much more. Some tried it with lawyers, but I never heard back if it helped.

[ytgo]

@Serpens66 thanks for your kindness to share your experience and write.

I hope it will be resolved soon and ether becomes bullish or makes a relief rally in the meantime at least

[Christoph Bergmann]

Hello,

sorry for the inconvenience. Sometimes the support team has to do this. In most cases the issues are solved in a few days, but sometimes the team needs more time to check the account. I can only urge you to stay cooperative and, if you don't get responses, to ask again.

If nothing happens until next week, please write me a PM with your username on bitcoin.de, and I will ask for further information.

[ytgo]

@Christoph Bergmann Thanks for your interest, luckily today, almost after a week, my account is unlocked.

I hope this doesn't happen again since this approximately costed me 300 euros, which could be easily avoided.

Now i have to a long position to get rid of the loss. And the thing is that i am quite anxious to use the site again.

But i think this happens to several users at least once, so i wish that i had my turn