- Apr 2017
Finally. After 8 months, my support ticket on Poloniex for Enhanced Verification was finally answered!
Poloniex offers a standard verification procedure, which allows user accounts to withdraw up to $25,000 USD over a 24 hour period. In order to have this withdrawal limit raised, you are required to open a support ticket requesting Enhanced Verification.
My support ticket, just like many others, sat dormant for several months. After 8 months go by, I finally receive a response from Poloniex:
I contacted the compliance specialist over Skype, and we coordinated an appointment time for a Skype video call. The compliance specialist was very friendly and professional. He asked me the following questions:I apologize for the delay. I sent you a contact request on Skype. I am a Compliance Specialist with Poloniex and I will handle this request for you as soon as possible. Please accept my contact request and contact me in Skype. Here is my Poloniex Schedule: Mon-Thu 9am-5pm EST, Fri 9am-1pm EST, Sat Off, Sun 4pm-7pm EST. I will be able to conduct a Skype call with you during these hours. Please contact me by text in Skype, as I may be in a call, and I will call you not long thereafter. I look forward to assisting you.
- What was my source of income? Do I work for a company or have my own business? How do I make my money to invest into crypto?
- How do you use Poloniex? Do I day trade, margin trade, or lending?
- Have I ever used cryptocurrency for any dark net services? Have I ever used crypto for anything illegal, to include purchasing drugs or anything on the dark web?
- How much do I want my withdrawal limit to be? What would I like my withdrawal limit to be increased to?
He offered automatic whitelisting of cryptocurrencies and wallet addresses. This allows me to specifically state which cryptocurrencies will remain active in my Poloniex account, and to assign specific wallet addresses which will be whitelisted. This means my Poloniex account will only show the cryptocurrencies I approve, and there will be dedicated wallet addresses that are whitelisted for sending/receiving funds. Any wallet address not whitelisted will not work with my Poloniex account.
This is a great security feature because it removes the risk of somebody sending/receiving funds from wallet addresses that are not approved/whitelisted. The downside is you lose flexibility and convenience because any changes will require I contact the compliance specialist for approval.
He asked if I would like to enable this service now or later. I politely declined this service. He said the service is available at any time I want to enable it in the future, and sent the following instructions:
If you decide you want to whitelist in the future, the procedure for whitelisting addresses must be done in Skype. Please contact me in Skype. In Skype:
I can get them added within the hour when I’m here. If you send them during my off hours, I will get them in the first hour of my next shift.
- Simply tell me in text that you want to whitelist an address and for what coin.
- Paste the address.
- Send a video message confirming you want to whitelist an address, which coins, and read the first four and last four characters of each withdrawal address to me in the video message.
The second service he offered was a personal support channel to reach out to him directly, whenever I needed anything. He said I could always contact him directly on Skype if I needed assistance or had a question, and he would immediately take care of anything I needed or get me in touch with someone who could handle any issue I had. This isn't something I expect to ever use because I've never had any problems with Poloniex, especially after you setup your account correctly. As long as you require email verification for withdrawals and have 2FA Enabled, all withdrawals should go smoothly.
Again, the compliance specialist was very cool, took the time to answer my questions, and was very personable and friendly throughout the entire process. I can only say good things about my experience.
I voiced my frustration about having to wait 8 months to finally receive this response to my support ticket. He said that Poloniex is working very hard at getting through a massive backlog of support tickets. He said they have seen 800x growth and were overwhelmed with the sheer volume of support tickets. And people were submitting multiple tickets, which compounded the problem. One user may have submitted 20 support tickets for one single problem.
I also asked if he could speak to anything about Poloniex not being allowed in 3 states - New York, Washington, and New Hampshire. He said he doesn't have any information about that, except that Poloniex is required to be legal in every state it operates in. He didn't make any comments about NH, but he did say he doesn't expect NY to ever be legal because the state wants their cut, and they love WA but the laws just won't allow them there.
I also asked about future increases to my withdrawal limit, especially if cryptocurrency continues to rise the way it has. He said to contact him directly in the future if I feel my limits need to be raised again, and he can take care of me.
At the end of the call, he said he would submit everything to his manager, who will review everything, and I should hear a response back within the next 24 hours or so.
Yeah, like many others, I've been frustrated by the lack of support that Poloniex has shown, but every single exchange out there is going through these growing pains, so it's hard to fault them. I've had a support ticket open on Bittrex forever, and still no response. And Bittrex has completely closed all new user registration because they cannot handle the traffic. HitBTC has a horrible reputation for not responding to support tickets that are open. Unfortunately, these exchanges are unable to scale with the massive influx of new user adoption. And what's crazy is we are still in the very early stages of cryptocurrency!
I should find out in the next day or so if my Enhanced Verification with Poloniex was successful. I will update this thread once I found out.