KuCoin complaint: Frozen Account since December 2023

My complaint:

I requested to freeze my account in December 2023 because I was trying to get help from their telegram group, and then I accidentally sent some of my info to a scammer that was posing as a Kucoin employee. Anyway, I requested it to be frozen, but until today (March 5th 2024), I have not been able to unfreeze it. My account was KYCd.

I did everything they asked me to do: I sent them photos and videos holding my ID, and sent them proof of transactions from my other exchanges and wallets. And I sent them long emails making suggestions of other ways I can verify my identity and assure them that I’m the rightful account owner. I even suggested that they choose any notary in my city, and that I would physically go with my ID, and get a notarized legal document, and that I would pay the fees myself.

Their customer service isn’t service at all. It’s the most frustrating experience I’ve ever had with any company. All they do is ask for your ticket number and then transfer you to someone else, who eventually tells you “I understand your frustration, but please be patient and we’ll email you as soon as it’s resolved. They refuse to give me any timeline. But so far, we’re in the 3rd month, and it’s totally unreasonable! I told them that the crypto market is very volatile and I need to sell my assets – this is unethical. But they refuse.

I also sent them legal letters and they’ve largely ignored them. I also have a hard time determining exactly who to sue because their company info is hidden and very questionable. I don’t have faith in this exchange at all, and I HIGHLY CAUTION YOU TO KEEP YOUR MONEY OFF OF THIS EXCHANGE. If they resolve this and release my funds, I will be fair and will update this review immediately.

So far, here’s the information I’ve gathered on their real company name.

Initially, it was believed that Mek Global Limited was the Seychelles-based company identified as KuCoin, and PhoenixFin Pte Ltd., a Singapore-based business which owns kucoin.com. But most recently, when the state of New York sued the company, the person that took responsibility identified himself as Li Hang, the director, and released the following address for the company:

Peken Global Limited d/b/a KUCOIN
No. 413, Construction Road,
Gunkou Town Dujiangyan City, Sichuan Province, China

Suggested solution:

Communicate with me, ask me anything they want (I have all of the receipts), and then unfreeze my account so that I can sell my assets or move them out of Kucoin.