POLONIEX.COM - Delays, delays and more delays. Please Poloniex, treat this with more urgency, your customers are hurting...

Firstly, this is not an attack on Poloniex. They are a solid company who have a proven record of taking care of their customers even when the unexpected happens. However, recent issues arent being treated with the urgency that they should and we customers are suffering, as I will detail below...

Poloniex have had a massive increase in users in the past few months, as I'm sure all traders who use them here are aware. With that has come some growing pains for Poloniex, but unfortunately most of that pain has been felt by their customers. Some of them are quite concerning:

1. Missing balances and other issues, slow resolution.
   Tickets regarding missing coins, trapped funds, inability to process withdrawals etc are taking anywhere over 10 days to resolve.
   Poloniex still claim on their homepage: "All support tickets resolved promptly and with care"
   Meanwhile in the 'trollbox' chat you see many users complaining of 10, 20 day delays. 3 weeks is not exactly "prompt"

2. Verification stalling.
   Tier 2 verifications which would allow people to withdraw more than $2k usd per day are now taking upwards of 2 whole months, while staff still claim they take 24-72 hours when questioned. I dont believe they have done a single tier 2 verification this quick since February, when complaints first started appearing. There is a big difference between 72 hours and 2 months!

3. Deposits not credited to balance, possible delays Many users are experiencing delayed/missing deposits, when this happens you are required to submit a ticket, which can take anywhere over 20 days to resolve.

4. Withdrawal delays.
   Many users are experiencing withdrawal delays, as with all of the above issues, when this happens you are required to submit a ticket. Potentially another 20 days or more...

You are guaranteed to experience issue #2 right now, the rest are seemingly random. But lets say you were unlucky and experienced all 4 of these issues; -First, your deposit isnt credited to balance, you have to wait 20 days to resolve...

-Then your coins go missing while trading, another 20 days....

-Then you want to verify account as you have a sizable balance there and cannot wait to withdraw in $2k chunks, you have to wait 2 months more...

-FInally, after all of that, when you try to withdraw your coins it gets stuck on 'pending' and you have to open another ticket. Another 20 days wait.

From sending coins out of wallet to receiving them again, that is 120 days. 6 months!
This process should take more like 1-2 weeks at most.

Poloniex claim to be 'catching up', but if anything delays have gotten worse. You can tell as the trollbox chat complaints now talk of much longer delays, and there are a lot more complaints than there was even just 2 weeks ago. Some people I know have verification delays of over 3 months...

I want to make clear that I do not believe that Poloniex are doing this on purpose. However, I do believe they are not putting enough effort into improvements. They could easily outsource the verification process as many companies do. They do not have to train people to perform this as they claim.

Poloniex, please address these issues NOW! People are growing tired of it and it will have dire consequences for the exchange if people lose trust in your efforts.

Sincerely, a poloniex user who doesnt want to see things go sour.

submitted by /u/please_do_better
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