# Video call is a prerequisite for the first withdrawal, but customer center is not available =Jo Mo (male), who lives in Mapo-gu, Seoul, was frustrated when he applied for the first withdrawal from the cryptocurrency exchange’Coin One’ in early March, but was unable to contact the customer service center. Like most cryptocurrency exchanges, Coinone is receiving an application for releasing the withdrawal restrictions before withdrawal, but video calling is a prerequisite for identification. Jo applied for a video call, but there was no contact and the customer center was not connected. One-on-one chats, e-mails, etc. were also unresponsive. Mr. Jo said, “No matter what method you use, it’s like a ghost company because it doesn’t connect.” “I don’t know what restrictions are there to find my money.”
# Even if the coin deposit service hatch request is silently rejected for a month =Park Mo (female), who lives in Nam-gu, Ulsan, is having trouble because the virtual currency exchange’G-Dak’ customer center is not connected. Park used the service to deposit coins for a certain period of time and then canceled it in mid-February. Unlike the explanation that it takes about 3 weeks, there was no change until the end of a month. No matter how much I contacted through the customer center, email, or one-on-one consultation request, there was no answer. Park replied, “It appears that the request for termination of the delegation has been accepted, but it has not been resolved even after the promised period has passed.” “I think I have used all the methods to contact the exchange, but I do not know what to do.”
As more and more consumers use virtual currency exchanges, customer damages such as customer center failures and delays in withdrawal are continuing.
Recently, as coin price volatility increases, the number of users increases, and similar problems continue to repeat, but there is also a lack of institutional measures to protect consumers.
The Consumer Complaint Center (www.goso.co.kr) has about a dozen complaints from consumers related to virtual currency every day.
Not only large companies such as Upbit, Bithumb, and Coinone, but also small and medium-sized cryptocurrency exchanges such as Gdak and Bitsonic apply strict standards for withdrawal of assets, so it is difficult to use them properly, or customer centers are not available.
As the market price of’Bitcoin’, which is called the cryptocurrency leader, surpassed 70 million won this month, the number of consumers starting a new cryptocurrency transaction or saving a dormant account is increasing.
An official from Coinone said, “The transaction volume has increased significantly since last month, and the number of new sign-ups, dormant customers, etc. has increased, and the customer center has not been able to accommodate this.” “
“We know that it is difficult to operate not only CoinOne but also other customer centers at the moment.” “The reopening schedule for the face-to-face customer center has not been confirmed, and it has been normalized to 80-90% through online manpower such as one-on-one consultation. Added.
Virtual currency-related consumer damage is increasing, but there is virtually no protection for users.
This is because the specific financial information law (hereinafter referred to as the Special Act), which applies to virtual currency, will be enforced from the 25th, but it does not include measures for direct user protection.
When the Act on Special Funds enters into force, companies that conduct virtual asset business must report to the Financial Information Analysis Institute in advance and fulfill their obligations to prevent money laundering, such as customer identification, suspicious transaction reports, and measures of virtual asset business operators. Income earned from virtual assets is also taxed.
However, the government has not yet recognized virtual currency as a financial product. The purpose of the Special Money Act itself is to prevent money laundering or terrorist financing, but there are no measures to protect consumers.
An official from the Financial Services Commission said, “The amendment to the Special Money Act imposes anti-money laundering obligations on additional asset operators, not investors, or stipulates matters that financial companies and virtual asset operators must comply with when conducting financial transactions.”
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