Three weeks after being assured that everything was running smoothly, some customers of cryptocurrency exchange Bitfinex are wondering why they still can’t withdraw their money.
On Oct. 15, the cryptocurrency exchange published an announcement saying, “all cryptocurrency and fiat withdrawals are, and have been, processing as usual without the slightest interference.” It continued, for emphasis, “all fiat (USD, GBP, JPY, EUR) withdrawals are processing, and have been, as usual.”
This communication came on the heels of an announcement the previous week, in which the exchange responded to what it called “online rumors,” saying that “Bitfinex is not insolvent.”
As CoinDesk reported at the time, however, several customers complained on social media that their cryptocurrency and fiat withdrawals were delayed.
Just over three weeks later, users are still saying they haven’t received their money despite the long wait. CoinDesk sent multiple requests for comment to Bitfinex over two days but did not receive responses to questions.
“I am still waiting for my money – 17 business days after the event,” one customer, Jamie West, told CoinDesk Wednesday. “They even had the cheek to charge £309 for 24-hour express service,” he added.
West included the text of an email he said he’d received from Bitfinex customer support, which explained: “for the wire itself, it could take 5-15 business days to fully process and reach the receiving bank account. Please note that transactions may be subject to slight delays based on the processing times of the banks involved.”
Addressing the additional “express” charge, a Bitfinex representative wrote: “Express means that we are sending out the wire instructions to the bank within 24 hours after approval on business days. It does not reflect the processing time or procedure on the bank side.”