Hello I am writing this to hopefully get help in resolving my issue on kucoin of missing .76658937 btc from a trade of 1684.8118 ven on February 6th 2018. I have contacted support multiple times and they have said the issue will be fixed within the week multiple times and to contact them again if the issue has not been resolved. So i have waited hoping the issue would be fixed, but it has not.

Here is a screenshot with my original email to Kucoin after the issue https://gyazo.com/f9a6dd671d8fb148c86f48f32517f4e4
i believe my ticket number is (308)

I never received a reply to this email but I contacted support multiple times after this on their live chat. eventually I sent another email and was given a ticket number of (18014) I received a reply on this ticket and was told my issue should be resolved soon. I replied to the email and I was sent a new message creating another ticket number (24430) which I did not do anything with as I was told in the previous email that my issue should be resolved soon here is a screenshot of that reply https://gyazo.com/19808e91244c5d75779591127d924c2c this was a month ago

I continued to wait and still the funds were missing from my account so I sent a reply and received an answer at the (24430) ticket here is a screenshot of that https://gyazo.com/ee4d63f17c3f97ddf7682f656917c1b1
That was 15 days ago, so again I decided to wait and hopefully this issue would be fixed and the btc would show up in my account. But it is still missing so I replied to the email today saying that it is still missing and was given again a new request number (41771) https://gyazo.com/55f2ec5b2cd6fcdcc63927e693226708 here is a screen shot from today of that email.

Also additionally here are screenshots from today of my account which is still missing the btc, I have not touched anything on the account since the day of the issue. The following screenshots show trade history, withdrawal history, open orders, and my current account values

If I could get a reply from Kucoin and help resolving this issue I would be very happy as I have had no luck over the past few months with Kucoin live support or email support.

I have even thought about trying to take a trip to Kucoin offices to try and resolve this but would prefer not to have it come to that.

For those wondering about the few months old account, I created it when I had this issue as I had no reason to make a “crypto” account before this issue as I mostly lurked in crypto subs and my other account can be linked to my identity.

➔ Visit Kucoin now and start trading


  1. DeshawnKunde on 1. May 2018 at 13:21

    Our technical team is already aware of your concern. We apologize for the inconvenience this has caused you. Kindly wait for further updates as our technical team fixes this issue. Thank you.


  2. BeaufortChan on 1. May 2018 at 13:21

    I hope that support will respond to you one of this day’s. As well as fixing your issue. I do understand you mate.


  3. jrShaun12 on 1. May 2018 at 13:21

    Let’s hope one day some one from support team reply to your inquiry and address your problem, keep ya head up mate.


  4. RoseEsther on 1. May 2018 at 13:21

    just a reminder mate. if you keep on sending ticket number. the dev team might get confused. better send 1 ticket only then wait for their response for faster resolution.


  5. PCIsBullshit on 1. May 2018 at 13:21

    I’m terribly sorry but KuCoin will most likely never give you your BTC back. I would get a lawyer involved if it was me.


  6. MarcusWales on 1. May 2018 at 13:21

    I’ll pray for fast recovery of your concern.