Had a few transaction go through with no trouble at all. Today I’ve tried to move some bitcoin to find my transaction is ‘under review’ Can’t seem to contact anyone to find out why or how to get my money released. Very suspicious indeed
Review by SRusk3 weeks ago
Be aware. This company is crooked and a bunch of criminals.
EVERY SINGLE transaction I've made went under review.
My last BTC transfer worth the astronomical amount of $10 dollars is under review.
Xapo and its CEO Wences (Crooked Argentinian) are criminals, anti ethical, immoral and irresponsible company.
The reason they put every transaction on hold is because the company is insolvent and they use YOUR money to keep the company afloat by delaying customers withdrawals.
Review by JosephMcguigan1 month ago
They randomly freeze your account. Just read all the other reviews. It's incredible they are still in business or even allowed in the app store.
Don't believe the fake reply from "Yves", just look at the others with accounts locked for months and even years.
Review by Bobswin1 month ago
So I went through all the hassle of verifying my account earlier today....went back to try and deposit some money & guess what all of a sudden the account is locked.
Tried to raise it with the support team thinking I locked it by accident, only to get the following message:
After completing our review, Xapo has determined that we are unable to offer our services to your account. This decision was based on multiple factors utilized in our screening process, though for security reasons we are not able to provide specific details.
We still thank you for trying our services and we are sorry we can not move forward with your request.
This is very worrying. Especially considering I used my driving license & letter with my address to verify but have been given no real answer as to why it was suddenly halted.
Review by Jeff Bridger1 month ago
Xapo, they are really thieves,now even they do not answer me anymore,he no longer responds to any message and they keep your money to make profits with ..you'll see they'll still answer me again on this comment to tell me again we're checking,because it's public, they will want to reassure other readers but believe me never put your money on xapo .I gave all the necessary proofs as I said, you have my money and I'm going to destroy you especially all the social networks until I get my money
Adama Fall : My Xapo Support case number is #00716950
Review by Fageroo Ruzza1 month ago
Xapo Support case number is #00716950
as I told you yesterday i just filed my first complaint to the police against your Xapo company here in spain
Sunday I return to France and Monday I file another complaint at home in France.I sincerely hope that you will be condemned, I am very angry at you and I hope you a good lawyer
I also tell you that you are too stupid
after all the proofs that I sent you, you could have transferred my funds .but now the company will surely pay the fees of your lawyers and everything and you will refund me this it's obligatory....Monday I file another complaint at home in France.you will regret it I told you
the support always asks you the same questions the support answers you once a day, that means they are not serious and they do it on purpose
you will see, that they will answer me by justifying themselves kind our risk department, blablablablabla but that's not true, my money has been with them for days and I've already give all proofs but they keep the money maybe to work with my money or maybe they do not have enough money in their businesses .I spoke with a friend who is a crypto investor like me he told me that if you asked me early, you would not put your money on xapo but I hope your business will be severely condemned and I will go on all the foroms, all the social networks and talk about this bad adventure with your company
Review by MaDTempo1 month ago
I ask all those who have had a more than negative experience with this company, to send together a complaint to the google play authorities and to report on all the btc-eth-btch forums and where there is any cryptomonete chat. This company has to disappear completely where cheating so many people is still continuing its scam job. so anyone who has had problems with this company please accept my request. union is strength against these scammers. so it's time to defend ourselves, and defend the BTC.
answer your question. I have 2 or more months to contact you but you never know how to give me certain information and always postpone it. so you tease me for taking time and keeping my money. seriousness is the first step of a great castle.
case number is #00003844
We understand your concern but all we can say is that your account is still under review. We are looking to update you as soon as possible to reactivate your services.
We appreciate your patience in the meantime.
(same email sent every 3/4 days for about 1 month and a half)
after almost three months my account was unlocked and my money was returned to me
Review by Lakris1 month ago
I have a fully verified account with Xapo
On Thursday, Oct 3, 2019 I went on and wired $20,000.00 to Xapo to purchase bitcoin.
Same day at 4:30PM, I received an email from Xapo that I added bitcoins to my account.
Approximately 3 hours later, I transacted on Xapo app to transfer all of my bitcoins to another wallet. I also paid as high priority for faster delivery. However, not only that it was not high priority, it was not transfered at all. Ever since that it is under "review"
I sent an email to support and they answered: "we have a security software that stops outgoing transactions with some specific characteristics, which our risk analysts must analyze manually, this is carried out for the safety of Xapo (to avoid potential losses) and for our clients (to ensure that the account has not been hacked)"
I am so glad they are looking after my money, however, now its enough..... its been 48 hours and I need my money ASAP.
No response to my last email???
this is email that I received today, Oct 7, 2019
Thank you so much for understanding and for patiently waiting.
As per their advice and due to your recent account activity, the funds that you are trying to withdraw have been put on hold to review for security precautions. However, it looks like this transaction is scheduled to be approved by October 16, 2019.
THIS IS TOTALLY UNACCEPTABLE
TO HOLD ON TO MY MONEY FOR 13 DAYS
This must be a mistake...Representative seems to be inexperienced and probably mixed my account with another client ?!?...........
I would appreciate a review of my case and release of funds TODAY
Received my funds on 10/10/19 at 8:10AM EST
Review by Crazian Rocko2 months ago
Very bad company. I was a client for over 4 yeas. Used their card for shopping and atm redraw... all of a sudden account locked with 1.2 btc. It's been over 2 years and my account is under review. I was a fully verified user, id, address, pay stub all.....
Support VERY BAD.
Not sure if I will get my money back ever...
Review by Makstyle2 months ago
#00716950 xapo support case number
always the same answers you lie,they always say we will inform you of your funds in a few days but it's been weeks that I'm waiting for an answer their supports do not answer me anymore by email they even blocked me on instagram
they even blocked me on instagram I opened another instagram for their still sent messages and I also share on each story on my personal instagram they even blocked me on Facebook too
as long as you keep my money I will destroy you in social networks and you will lose more until I receive my funds
do not try to answer me again in comments, you have the time to answer too I have the time to write a lot of messages a day
tell your boss that I'm ruining xapo on social networks and give me my money otherwise I will continue every day on all social networks
I have time to open new emails, instagram, facebook and Twitter to post comments
and tell them to reply to me in emails, you refuse even to answer me now en my email lol
send me a message that tells me that my funds are transferring or I will continue each on social networks
you have my money and I'm going to rot your life
Review by Drashti3 months ago
Withdrawals normally fast but today rather delayed to process - under review-
Can anyone help out
Update still taking ages even when replied my review will change once this issue has been addressed
Review by EverythingIsWeird Federowicz3 months ago
This ewallet man, they said they wanna charge you 4.95% but instead they charge you 12.5%.
Review by Manvinder3 months ago
I have already filed 2 complaint to police one in Spain and one in France.
now i hope to receive but bitcoin this week
before September 4th, the day of my birthday
you have blocked my account and I have no answer now from you it's been a week
Xapo = thief
do not use this xapo shitttt for buy bitcoin please use wirex, coinbase, bitstamp o others.
I tried once and I regret it
I will destroy you on all social networks
it's been a week since I destroyed all networks, I have more than 20k subscribers on Instagram
believe me as long as I do not receive my 2000 euros
I'm going to destroy you on all social networks while waiting for you to go to court
My Xapo Support case number is #00716950
th...I had already started transferring my money to my bank account
validate my transferer before Monday so I can receive it no later than Tuesday or Wednesday morning the day of my birthday
or send it on my other bitcoin wallet :
Review by Drent Smajer3 months ago
Secure, easy, love it :)
Review by Lewfam3 months ago
Withdrawals normally fast but today rather delayed to process - under review-
Can anyone help out
Review by Katrins3 months ago
To confirm, I’m going to update every single forum, website with my experience with xapo. I know the below is a long read but it’s a true, accurate and honest review of my service with Xapo so far. I will update with an honest summary whether or not I do get my money back.
Payments (if they get sent, haven’t yet), it would be quicker to go to the bank, withdraw cash, send the money in the mail and deposit it into a new account than send XAPO!!
I opened Xapo around 2 weeks ago, verified my passport and address. I understand they need to understand who they are dealing with so I Verified these before use, gave them a passport picture and address, I got a notification to say I was verified. I’m wanting to use xapo to transfer money to my euro account from GBP, and maybe consider as my BTC wallet.
Anyway, after my first payment which was only a £1 to test. No issue, it took around 2 days to process and send to my euro account, this wasn’t an issue. 2 days seems a long time, but I thought this was okay, I just wanted to test to see the process.
So I sent my second payment, a little larger but not a lot of £300. I exchanged to Euro, and sent to my euro account this was flagged as under review immediately, and I emailed support to receive this message:
Thanks for contacting us. I do apologize for the delay.
I have reported your transaction in validation to the corresponding department.
Please bear in mind that we have a security software that stops outgoing transactions with some specific characteristics, which our risk analysts must analyze manually, this is carried out for the safety of Xapo (to avoid potential losses) and for our clients (to ensure that the account has not been hacked).
Sorry for the inconvenience this may cause, but this measure is taken for the safety of the company and our customers.
As soon as I receive more information about the transaction in validation I will let you know.
If you have further questions, feel free to respond to this email. We’re here for you!
I’ve never heard of this, and to be frank sounds an unusual way! But anyway, since Friday the transaction changed from “under review” to processing. It’s been processing since this has been around 72 hours of processing?
I have 2 transactions. One “under review” and one processing. I’d like to understand, when this processing will end? What’s going on and a clear step. I asked them to confirm this and I received this response.
I then received this message:
Thanks for contacting us. Your case was forwarded to me by my colleague, Rosa. My name is May and I'd be glad to assist you today.
Also, your transaction amounted to 300 GBP will be completed on Monday and the money will be processed within 3-5 business days. Please see How long does it take for my withdrawal request to be processed? FAQ for more information.
Let me know if you have any other questions/ concerns about your account, I'll be happy to help.
I’m going to be honest, I’m a little baffled at their process and after reading reviews I’m ultra concerned.
I will update this review as the process unfolds.
Update at 14:24 on the 26/8/19:
They emailed me requesting “ENHANCED DUE DILIGENCE”
I received this email:
Thank you for being a valued Xapo user, Cameron!
As part of our commitment to ensure the safety of your operations, our compliance team will run an enhanced verification check on your account’ s activity. This is a very quick process during which you will provide additional information through our verification form below:
Although you will not be able to make any transactions, rest assured that you may still have access to your account while the required information is pending.
Thank you in advance for your cooperation. We take security very seriously, and the safety of your assets is a priority for us.
The Xapo Compliance Team
I had to send a selfie with ID, my most recent payslip, how much I’m likely to send over using xapo, my details like name, DOB etc (that they already have) as I’m verified.
I’m curious to understand why advanced due diligence is required for such a small sum! Which is transferred bank to bank, but hey! Let’s see what they say! This could get interesting. Will update as I proceed.
Sent 6 requests to customer service and no response received, until 17:42. They answered no questions I asked and simply responded to me:
Thanks for contacting us. My name is Estefania, from Xapo’s customer support and I’d be happy to help you today.
We received your email and will follow up your pending verification process. One of the Compliance Support team members will be in touch with you as soon as possible. Please allow them to respond.
If you have further questions, feel free to respond to this email. We’re here for you!
Can I check how long this will take? I instantly replied with the requested information.
I find this a long process? I got told my £300 payment to my euro account would be processed on Monday. It’s now 1700hrs UK time on Monday, and it’s not processed yet. I need a clear time line on these payments, with a clear answer from your side.
Why is the enhanced due diligence required that I’ve sent over? I would like to understand why you require this for this amount when I have already provided my ID and address on a previous occasion? This due diligence form is similar to that of when I purchased a property in the UK.
Can you clarify the above points please?
Update at 8am on the 27th - I have had no response in over 12 hours, and can’t phone anyone as there is no number to call.
Update at 2pm on the 27th- 1 of the payments appears to be processed, although not received in the Euro account as yet. Will confirm when it has. The second payment is still showing as “under review”, nearly 24 hours after submitting their “enhanced due diligence” (I’m not joking guys, I had less paperwork when proving funds when I bought my flat earlier this year). Still no communication from support after 12 emails, since my last ridiculous response. I will keep updating as time elapses to show my true, honest and accurate experience.
At 15:38, I have the response that literally made me fall of my chair in SHOCK! They didn’t accept my payslip, and now want 90 days of bank statements.
NOTE: I have edited some personal details with X which include my work details I previously gave them.
This is the email I received:
Thanks for filling out our EDD form.
Kindly note that Xapo is a regulated company hence why compliance is key for us to guarantee the security of your account as well as your transactions. The regulators expect us to know the background of our customers and to understand their activity. Therefore we require further information from you and the documents requested.
Please submit a selfie picture holding the same ID document uploaded onto Xapo at registration, which is your national passport. This is for account verification purposes. Kindly advise regarding your account purpose, expected turnover, frequency of transactions and counterparties by addressing the below questions:
Could you please explain in more details what do you mean exactly by "Sending money to my European bank account"? In reference to which bank is this and how can Xapo assist in facilitating this funds transfer?
Do you anticipate to receive funds in BTC from the third parties?
How frequently do you anticipate to credit your Xapo account with GBP amounts and transfer the credited funds to a third-party wallet/bank account?
What is your primary source of funds? There seems to be a mismatch between the stated annual income and the salary slip attached, which we cannot accept. Please submit a bank account statement issued within the last 90 days showing your full name, transaction details and bank logo.
Alternatively, please provide a salary slip that shows the full document and your role in the company as well as the company logo.
How often do you intend to transact with the third parties? Do you know other Xapo users you want to transact with?
What is your role in (MY COMPANY) Ltd?
What is the primary economic activity of this entity and when was it registered?
Will you be using Xapo for company business or for personal finance?
Are you currently accessing Xapo from X (MY CITY) or from another location in the UK?
Your Proof-of-Address document indicates (X) as your permanent address.
Thanks a lot for your cooperation. In case you have any questions, please do not hesitate to contact us.
OH DEAR LORD! Genuinely I deal with banks day to day, and I’ve never had this kind of work. Just to recap, I’m verified (they accepted my passport and address documents). They then asked me to fill out an enhanced due diligence form, so I did, provided a payslip, selfie with my driving licence, had to tell them my salary etc. Now they are scrutinising my income details and want 90 days of bank statements, another selfie with my passport. Hold on: all I did was send money from my bank in the UK and I’m wanting them to send money to my bank in Amsterdam.... which is the service they provide?... this is scary.
Update; On the 28th at 8.50am my money was finally processed to my account, i Will update if it arrives in the account.
Review by Hpnc3 months ago
I used Xapo once and the first time I used it, it was completely fine worked perfectly. However, the second time I tried using that's when Hell broke loose. I tried to send my btc to my other wallet and it says "under review". I thought it was fine and went sleep and it was more than 24h and still "under review". I contacted support, I was told to wait. It has been 3 days now and it is still the same "under review".
I even cancelled my transaction and tried different address, same thing. Now, I tried to get my money back through bank transfer with the same card I paid with, still the same "under review". I am really worried about my money at this point. I worked so many hours for this, and now it looks like I won't get any of it back.
I only read other people's review today and they seem to have the same issue.
I emailed them so many times and i am barely getting a response from May.
I will update my review as soon as my problem is solved, hopefully.
UPDATE: Finally received my money back, just wish I could come back.
Review by Erana Lachani3 months ago
I have been with Xapo for a few years and have had very good service from them. Their security is really tight, quite complicated procedures, and if you don't follow these then you won't get in, but I think we all understand how important it is to have such a tight security. Having a cold vault is really reassuring. I have been able to convert my bitcoins to fiat at a very good rate and remit them to my bank account without any problems. I have had problems with delays in getting know-your-customer procedures cleared, but I had the same delays at other exchanges.
Review by Cacciapaglia3 months ago
They blocked my account after 2 years without a warning. Luckily there weren't coins anymore!
Review by Donghai3 months ago
Created an account a while ago and decided to fully verifying it. With a few hickups that finally worked.
After a month or 2, I decided to try this out with €100. They deducted the money instantly from my account and I got €100 in Xapo. I then bought €100 worth of BTC for a reasonable price. The BTC transfer to my cold storage wallet is "UNDER REVIEW". Again; my account if fully verified!
I'm so thankful I "just" tried this out with money I didn't really need, but totally unacceptable. Wish I came to Trustpilot before I deposited that €100. Pretty sure they will do to me what others have stated like asking for endless verifications and eventually not responding and keeping the money.
My acc email is: kiwi4good(at)gmail(dot)com
Edit: they approved the transaction within 24 hours. However, a second attempt resulted in the same review. It's impossible to day-trade with the folks. I pay a blockchain fee with priority and they just hold the transaction for manual approval as apparently they can do whatever as it's in their terms and conditions.
Also they sent me an email asking to send a selfie with a handwritten code on my fully verified account and that may take 48 (business!) hours to complete. All I wanted was to use these bitcoin in a matter of minutes.
Edit #2: All transfers are completed and 2nd KYC accepted. Updated to 4 stars as they are not crooks, just slow.
Review by Deroubaix Kleinlugtenbelt3 months ago
Ive Been using Xapo since early 2017 and i have never had any issues. Ive Received , sold , transferred bitcoin for 2 years. The support always answer me Quick when i have questions.
Tried different bitcoin wallets but Xapo is the best
Only thing missing is a card for sweden but hopefully that Will come soon
Review by Asheraf3 months ago
Been using for over 3 years and happy with it
Review by MMoran3 months ago
My account is blocked for 1,5 year. Always the same answer (we will be in touch with you as soon as possible).
Don’t trust xapo
Review by Cassam4 months ago
Xapo is a scam story BE AWARE.
i have created account and i have fully verify it
I have made a deposit of 1600 usd than its closed for no reason.
i have contacted them , they asked me some questions and verification.
i have answered for all verifications, but they keep creating storys and other storys , for one reason , just for not giving me back my money
BE AWARE people
Review by Gausia4 months ago
I withdraw from Ojooo $2 (BTC 0.00023781) and Xapo takes me fee BTC 0.0002296 (good they paid same day) and I didn't know they have too some fees for receiving and I found just this link from google in.xapo.com/ fees almost (tomorrow) I received from faucethub BTC 0.00075 which would have been very bad and good I cancelled my payment today.