My complaint:
When I first joined Gate, the Know Your Customer (KYC) security checks were straightforward. However, they later implemented a complex 4-step verification process involving: 1) Uploading a document, 2) Providing an address proof, 3) Submitting two facial photos, and 4) Four additional photos with different hand gestures, as determined by Gate’s AI system. This process proved time-consuming and difficult, especially with the AI-controlled photo requirements.
Comparatively, other specialized KYC companies typically ask for just the first two steps along with a selfie holding an identification card. According to a memo from “The Crypto Breakdown” titled “Does Gate.io Require KYC | Read Here To Find Out! | Beginner’s Guide (2023),” Gate also seems to officially require only a single selfie with an ID. However, in practice, the system demands six AI-controlled photos, with the last four needing distinct poses.
I repeatedly inquired with Gate about the necessity of six photos versus one, the need for varied poses to confirm identity, and requested copies of any rejected photos. Initially, I received no response for three weeks. Later, contradictory information emerged. The system asked for poses not mentioned in their instructions and rejected photos for incorrect poses without clear guidance.
At one point, the portal to upload these photos became inaccessible, even though the system still indicated the need for them. This inconsistency extended to the verification page itself, where steps 3 and 4 disappeared after a few weeks, and the status of step 2 remained ambiguous.
I adhered to the photo requirements as best as I could but couldn’t download the photos, nor did Gate provide copies. This raises concerns about the reliability of a system that changes verification requirements, takes hours to confirm or reject photos instead of the advised 30 minutes (or less, as AI should allow), and provides instructions inconsistent with its own app and public announcements.
Despite reporting these issues to Gate and receiving verbal appreciation, there has been no practical response or system correction. Most recently, the system asked me to redo two rejected photos but then blocked access to the portal, leaving me unable to access my funds due to these unresolved KYC issues.
Suggested solution:
Preferrably imdiately recognize KY2, as provided 4 pictures out of 6 apparantly passed and 2 pictures allegedly failed. Why should 2 fotos that supposedly did not have pose according to software template (do not believe this). Asked Gate to supply me with rejected fotos so I could examine them or submit to experts if fotos really not acceptable. Doesn\'t enter my head why verification (generally needed for government) or even company needs requires 6 pictures 4 of which in different hand poses. In any case initially tried to retake 2 fotos questions. couldn,t because system didn\'t allow me to activate their camera to take fotos.
