Your CoinEx account
is blocked?
CoinEx's published policy lets it demand verification at any time, and makes refusing it a ground for suspension in its own right. That means the case here is almost never about whether it could ask — only about what the answer contained.
We are not employees of CoinEx. Independent consulting.
Your account has been temporarily restricted due to unusual activity. Withdrawal and trading functions are currently unavailable.
Triggered: Terms of Use violation
Case ID: #BNX-2847-QRST
Last updated: 2 minutes ago
cases reviewed
average first response time
supported exchanges
24h Volume
—
Jurisdiction
Samoa
Year established
2017
Select what matches your situation
Nothing changed and now documents are required.
Verification required
Please complete identity verification to continue.
What it means
CoinEx's policy permits it to require verification at any time, and names account security incidents, suspicious transaction activity, regulatory requirements and other compliance considerations among the circumstances.
What CoinEx requires
The verification, completed rather than argued about.
Your first step
Answer it. Under CoinEx's own policy, not completing the request is itself a ground for restriction.
Can't find your case? Click 'Analyze my case' — we'll review the wording together.
What CoinEx's policy names
These come from a numbered AML and KYC policy rather than a support article, which is why they read as entitlements rather than as procedures.
Verification demanded at any time
CoinEx reserves the right to require any customer to complete identity verification at any time, including in circumstances involving account security incidents, suspicious transaction activity, regulatory requirements or other compliance considerations.
Refusing or failing to complete it
The policy states that failure or refusal to complete required verification may result in restriction, suspension or termination of the account, or other measures the platform deems appropriate. Silence is a listed outcome, not a neutral one.
An alert from the monitoring system
Where alerts indicate potential signs of illegal activities, CoinEx states it may take further action including suspending the relevant transaction or the account pending investigation.
A transaction pattern the policy singles out
High-value, high-frequency or otherwise unusual transactions are named among the triggers, alongside high-risk customer status such as a politically exposed person or a high-risk jurisdiction.
Sanctions and prohibited jurisdictions
CoinEx states that accounts and assets of any identified sanctioned entity or individual will be restricted or frozen, and publishes a separate list of prohibited jurisdictions.
The policy also names failure to provide truthful documentation as a trigger in its own right — which makes an inaccurate answer worse than a late one, because it moves the case from an incomplete file to a false statement.
5 things that will make the situation worse
Do not refuse or ignore a verification request
CoinEx's policy names failure or refusal to complete required verification as a ground for restriction, suspension or termination.
Do not submit documentation you are unsure of
Failure to provide truthful documentation is a separate named trigger, and it is a worse category than an incomplete file.
Do not answer a pattern question one trade at a time
The policy names high-value, high-frequency and unusual transaction patterns. A reply about a single trade does not address the trigger.
Do not take a peer-to-peer dispute to general support
CoinEx publishes separate appeal and handling rules for those orders.
Do not pay anyone to lift a sanctions-related freeze
CoinEx states accounts and assets of an identified sanctioned entity or individual will be restricted or frozen. No intermediary changes that.
The platform reserves the right to require any customer to complete identity verification (KYC) at any time, including but not limited to circumstances involving account security incidents, suspicious transaction activity, regulatory requirements, or other compliance considerations.
— CoinEx AML / KYC Policy
What to check first on CoinEx
Read which clause you are under
A verification demand, a transaction suspension and a sanctions restriction are separate provisions with separate consequences.
Complete the verification before anything else
Failure or refusal to complete required verification is itself a ground for restriction, suspension or termination.
Check the prohibited jurisdictions list
CoinEx publishes it separately, and it decides whether the case is about you at all.
Use the peer-to-peer appeal for a peer-to-peer dispute
It has its own published rules and its own resolution path.
What CoinEx may ask you for
The policy describes obligations rather than a checklist, and the obligation it stresses is truthfulness.
Identity verification, whenever it is requested
The policy permits CoinEx to require it at any time, not only at onboarding.
Truthful documentation
Failure to provide truthful documentation is named as its own trigger for account action.
Support for the transactions under review
Where alerts are raised, CoinEx may suspend the relevant transaction or the account pending investigation, and the investigation is about those transactions.
Evidence for a peer-to-peer appeal
CoinEx's P2P rules state that where a merchant's account is frozen they must promptly contact support, report the details and provide reasonable evidence linking it to platform transactions.
CoinEx's policy mandates ongoing monitoring and describes procedures as occurring when necessary, without fixed deadlines. It publishes no review timeframe for a suspended account, and this page does not supply one.
Block risk assessment
Answer 8 questions — we'll show the block type and recommendations for CoinEx.
#Q1 of 8
When was your account blocked?
What we actually do
Locate the clause behind the action
CoinEx's policy is numbered, which makes it unusually possible to know which provision your case sits under.
From: compliance@coinex.com
Your account flagged for suspicious activity. Please complete KYC verification.
Reconstruct the pattern, not the trade
Where the trigger is high-value or high-frequency activity, the explanation has to cover the shape of the account's behaviour.
Complete the verification properly
Under this policy the request itself is not arguable; only the quality of the response is.
DO
Clear facts
Documents
DON'T
Emotions
Threats
Build the peer-to-peer appeal
Evidence linking the frozen account to platform transactions is what CoinEx's own rules ask for.
Say when the clause closes the door
A sanctions listing or a prohibited jurisdiction is not a case, and we would rather say so than sell a process around it.
The decision is always the exchange's. What we control is that your case reaches it complete, correct and on time.
Frequently asked questions
Can CoinEx demand verification after I have been trading for years?
today 14:23
Yes. Its AML and KYC policy reserves the right to require any customer to complete identity verification at any time, including in circumstances involving account security incidents, suspicious transaction activity, regulatory requirements or other compliance considerations.
unblock.exchange · today 14:23
What happens if I do not complete a CoinEx verification request?
today 14:30
The policy states that failure or refusal to complete required verification may result in restriction, suspension or termination of the account, or other measures the platform deems appropriate.
unblock.exchange · today 14:30
Why was one CoinEx transaction suspended rather than the whole account?
today 14:37
CoinEx states that where alerts indicate potential signs of illegal activities it may take further action including suspending the relevant transaction or the account pending investigation — the transaction alone is one of the two options its policy names.
unblock.exchange · today 14:37
What triggers a CoinEx review?
today 14:44
The policy names suspicious transaction patterns including high-value, high-frequency or unusual transactions; high-risk customer status such as politically exposed persons or high-risk jurisdictions; automated alerts from its AML monitoring systems; and failure to provide truthful documentation.
unblock.exchange · today 14:44
My CoinEx account was frozen over a peer-to-peer trade. What now?
today 14:51
CoinEx publishes separate appeal and handling rules for peer-to-peer activity. Where a merchant's account is frozen it states they must promptly contact support, report the frozen account details and provide reasonable evidence linking it to platform transactions.
unblock.exchange · today 14:51
Other exchanges
The same block scenarios play out on other platforms.
Tell us what happened
Tell us what happened with your CoinEx account, attach email screenshots. We'll review the situation, assess risks, and suggest a course of action.
Fully confidential. No account credentials required.