Holy gamoly was I shocked to receive an email from Bittrex Exchange advising that my accounts have been disabled due to me having two accounts. Note these are two FULLY VERIFIED accounts with small amounts in them. The second was a n account funded specifically so that a colleague and I could take part in the first Bittrex IEO. (which turned out to be a complete sham .... sold out in 13 seconds....I reckon all pre-sold)
Image Credit
So very reluctantly and feeling like a criminal I decided to comply with their request and send the images required and request them to keep one account and close the other. This is what is required ...
We require a proof of identity for ALL requests.
- Provide a proof of identity. Please attach 3 images of you holding your government-issued ID so we can match your face against the picture displayed on the ID. Also, write "Bittrex" and today's date on a piece of paper and hold it in the picture. The text on your ID must be legible in at least one of the photos.
Here are some guidelines to help you take a perfect valid image:
• The paper must have "Bittrex" and today's date (both handwritten)
• All text on both the ID and the paper must be legible and free of blur, glare, or obstruction
• Your face, shoulders, and arms must be visible
Does that not remind you of prisoner admissions to a federal facility? What happened to the customer in this relationship?
And that was the start of a ridiculous experience second to none. A support ticket was raised to which I had to create an ID on their Zendesk... another user and password to remember... before I could respond to the reference number. Duly done I submitted the required images and feedback.
I have been advised that my two accounts are currently disabled and and need to be consolidated. Attached please find my KYC photographs.
I wish to consolidate the accounts and retain [email protected]
LookingRight.jpg
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lookingLeft.jpg
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ProofofID.jpg
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Bittrex Support Team
Saturday at 11:14
Hi [email protected],
Bittrex Terms of Service permits individuals to have only one account. You will need to complete the account consolidation process if you have an existing account (with a balance) that has been disabled due to having an additional account.
The best way to consolidate accounts is to withdraw your funds to the account of your choice and provide us with the email addresses of the accounts you want us to close.
Please reply here within 14 days and include the following information. (Failure to do this within 14 days will result in your accounts being automatically disabled).
• The primary account you want to keep.
• All non-primary emails for accounts you have opened on Bittrex.
• Attach the Proof of Identity listed below and we will process your request for an account re-enable.
We require a proof of identity for ALL requests.
- Provide a proof of identity. Please attach 3 images of you holding your government-issued ID so we can match your face against the picture displayed on the ID. Also, write "Bittrex" and today's date on a piece of paper and hold it in the picture. The text on your ID must be legible in at least one of the photos.
Here are some guidelines to help you take a perfect valid image:
• The paper must have "Bittrex" and today's date (both handwritten)
• All text on both the ID and the paper must be legible and free of blur, glare, or obstruction
• Your face, shoulders, and arms must be visible
• The paper and the ID must both be visibly held in your hands, they can not be attached to each other or any other surface.
• All text must be read from left to right, the image cannot be mirrored or flipped in any way.
Disclaimer: Any images that do not satisfy these requirements will not be accepted under any circumstance.
Required: Please submit the following 3 images: An image of you looking directly at the camera, another image of you looking off to the right, and a final image of you looking off to the left. All 3 photos are required for all requests. https://tinyurl.com/btxverify
Best Regards,
Bittrex Support Team @ Bittrex
Follow us on Twitter @ https://twitter.com/BittrexExchange
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xxxxxxxxx
Tuesday at 19:52
Hi
I did submit all my photographs as required, and stipulated that I wish to retain [email protected]. My other Bittrex account email address is '[email protected]'
Regards
Sent with ProtonMail Secure Email.
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Mariya Jansen
Tuesday at 19:57
Hi there,
My name is Mariya. Thank you for contacting the Bittrex Customer Experience Team for support and providing these photo proofs of identity.
We will need the photos to be a little different than what you have provided. Please attach an image of your government-issued ID, as well as three selfies in which you are holding that identification where we can match your face against the picture displayed on the ID. Also, please write "Bittrex" and today's date on a piece of paper and hold it in each picture with the ID. There should be one picture of yourself looking at the camera, one where you are turning your head to the left, and one of you turning your head to the right. Make sure the text on your ID is readable in all photos.
Best Regards,
Mariya Jansen @ Bittrex
Follow us on Twitter @ https://twitter.com/BittrexExchange
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xxxxxxxxx
Tuesday at 20:00
I will do so.... but are you guys a police state ? Sounds like a serious invasion of one's privacy.
Sent with ProtonMail Secure Email.
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At this stage my wife takes the three required pictures and I submit them, along with a separate close up of my ID so the details are clear
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Delilah Carlson
Tuesday at 20:08
Hello,
Thank you for reaching out to the Bittrex Customer Experience Team my name is Delilah, I work alongside Mariya and will be further processing your request. We do this to ensure that your identity and security are not compromised anywhere in the future if need be we have your credentials on file if we should ever need to compare and prove your identity.
You can begin the verification process by following this link:
https://bittrex.com/Manage?view=verification
Once you have completed identity verification, please respond back to this ticket so that we can review your submission and provide the next steps.
Here is our privacy policy for your records. Should you have any further questions please don't hesitate to reach back out. As always, Happy Trading!
https://bittrex.zendesk.com/hc/en-us/articles/360001393283-Bittrex-Malta-Ltd-Privacy-Policy-Version-1-1
Best Regards,
Delilah Carlson @ Bittrex
Follow us on Twitter @ https://twitter.com/BittrexExchange
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xxxxxxxxxx
Tuesday at 20:23
Hi Delilah
I followed that link and logged into my account and got the following response ...please see attachment named'verification'. Does this mean I can now transfer assets from my other account (if there are any.... )
Please advise.[verification.PNG]
Sent with ProtonMail Secure Email.
AND HERE IT COMES AGAIN ....
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verification.PNG
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Delilah Carlson
Tuesday at 20:46
Hello Sir,
Thank you now we will need the identity images to proceed with consolidation process and to delete the non-primary account. Once I have the 3 required images I can reactivate your accounts so you can begin consolidation.
Please verify that I have the proper account you wish to close.
Primary: [email protected]
Non-Primary: [email protected]
For security and anti-fraud purposes this request requires proof of account ownership by supplying additional identification documents
Please reply to this email with the required documents or attach them directly to your support ticket by visiting https://bittrex.zendesk.com/agent/tickets/1774145.
Required Proof of Identity
Please provide a government identification and a photo of you holding the identifications where we can match your face and information. Please also write Bittrex and today's date on a piece of paper and hold it in the picture. Please make sure the text on your ID is readable in all photos.
Required: Please submit the following 3 images: An image of you looking directly at the camera, another image of you looking off to the right, and a final image of you looking off to the left. All 3 photos are required for all requests.
Please see the attached photo for an example
Best Regards,
Delilah Carlson @ Bittrex
Follow us on Twitter @ https://twitter.com/BittrexExchange
COMMENT: Bear in mind we are working from the same email address and on the same 'ticket'
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xxxxxxx
Yesterday at 11:14
Hi Delilah
The requested photo's are at the bottom of the email trail. I submitted them (again).*
Regards
Sent with ProtonMail Secure Email.
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And the response ....nope, we need MORE photo's
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Nora
Yesterday at 14:27
Hello,
Thank you for reaching back out. My name is Nora, and I will be assisting you today.
In order to continue this process, I will need two more photos of you; One looking left, and one looking right. You will have to hold your ID and the paper in both of those photos. If you have any other questions or concerns, please feel free to reach out!
Thank you!
Best Regards,
Nora @ Bittrex
Follow us on Twitter @ https://twitter.com/BittrexExchange
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xxxxx
Today at 09:49
I think I am dealing with aliens. Or are Mariyah, Nora and Delilah some sort of Chat bot badly programmed? I have submitted photo's left, right, forward (twice) and even a copy of my government issued ID separately and clearly and I get "Thank you for reaching back out. My name is Nora, and I will be assisting you today.
In order to continue this process, I will need two more photos of you"
Is there a higher authority or a human on the Zendesk? All I want now is to get my meagre crypto offerings off your exchange and close my accounts.
Sorry , I have run out of 'Regards'