Bought Bitcoin, Have not Received Them.. Little to no Help from Simplex Support

[endless37]

Hello,

About 26 hours ago I made a $322 purchase of bitcoin through buy.bitcoin.com via Simplex. I went through all their steps of verification which included a selfie with me holding my debit card. (Weird) The problem started when I got to the part where they need a government issued photo on me. Out of the choices I had I chose to give them a photo of my Driver's License (Front and Back). I must've spend 3 hours uploading photo after photo in 3 different formats (JPG, PNG and TIFF) - All of which were declined by an automated email response from Simplex saying: "Unfortunately the files you uploaded do not match the requirements needed for verification because: Identity document does not meet our verification standards. The quality of the image cannot be accepted. We kindly ask you to provide a high quality color photograph of a valid identity document, on which all of the required information is visible and readable."

Note: They've already taken $322 out of my checking account

I emailed their support staff and tried to have them address my problem. I was told my ticket was received and so I waited. About 12 hours later I finally got a response from an actual human (I think). The email read: "Hello David,

We are looking into your request, and will update you when we have more information.

All the best
Simplex Support Team"

Now, I'm not an expert at customer service, but after 12 hours of wait that's all they can give me? - That they're looking into my request and will update me when the have more information? How much more information do they need!? They've taken my money, they've received maybe 25 uploads of my Driver's License ALL of which are acceptable visable and readable mind you and all I get is "We're looking into it"?

It has now been another 12 hours since the "We'll look into it" email and I still have not heard from them. This is absolutely ridiculous, can someone PLEASE help me?

Thanks,
David

[Fremont]

Hi David,

The service at buy.bitcoin.com is run entirely by our partners at Simplex. We can't be of any assistance with your issue as we don't have any access to their systems.

The $322 which has been removed from your checking account is most likely a 'hold' similar to the hold placed on funds by car rental companies and hotels, and if this is the case it should be refunded in a few days.

Unfortunately Simplex are the only ones that can resolve this situation for you.

[bitkilo]

Hi David,

I am sorry to hear that you haven't had a pleasant experience purchasing bitcoins. I see that Fremont has already given the same answer i would have which is that because buy.bitcoin.com is entirely run by our partners at Simplex.

The uploading of personal info like copies of ID's and such would be needed by Simplex to comply with their AML (anti money laundering) and KYC (know your customer) requirements.

[endless37]

Hi David,

I am sorry to hear that you haven't had a pleasant experience purchasing bitcoins. I see that Fremont has already given the same answer i would have which is that because buy.bitcoin.com is entirely run by our partners at Simplex.

The uploading of personal info like copies of ID's and such would be needed by Simplex to comply with their AML (anti money laundering) and KYC (know your customer) requirements.

I understand that Simplex runs a KYC system. My issue with them is not that they require a photo verification, it is that their automated system repeatedly rejects every photo I send them whether it be in JPG format TIFF or PNG. And that they are taking their sweet time in getting back to me about this issue.

I do appreciate your response though and that of Fremont.

David

[Rmcdermott927]

Hi David,

I am sorry to hear that you haven't had a pleasant experience purchasing bitcoins. I see that Fremont has already given the same answer i would have which is that because buy.bitcoin.com is entirely run by our partners at Simplex.

The uploading of personal info like copies of ID's and such would be needed by Simplex to comply with their AML (anti money laundering) and KYC (know your customer) requirements.

I understand that Simplex runs a KYC system. My issue with them is not that they require a photo verification, it is that their automated system repeatedly rejects every photo I send them whether it be in JPG format TIFF or PNG. And that they are taking their sweet time in getting back to me about this issue.

I do appreciate your response though and that of Fremont.

David

I have had this issue with countless KYC systems. I'm afraid your best bet is to wait for a response from support. Sometimes some exchanges take a few days to get back to questions, especially during busy periods.

[CieraWatson]

This is why I ALWAYS use an escrow when buying and selling my bitcoins. I've been scammed before. Thankfully, a friend shared "paxful" (google it! ) It is a trusted site where you can buy and sell bitcoins without getting scammed!