Simplex Bewertungen 

Antwort von Simplex

9. Dez. 2024

Hello Maurice,

Thank you for getting in touch.

Please note that Simplex is just a credit/debit card payment processor for cryptocurrency purchases, and we are not associated with investment or gaming platforms, nor do we ask for any payments.
In addition, we do not provide any goods or subscriptions in exchange for crypto purchases.

From what I can see, it would seem that you might have been a victim of a scam.

We would like to highlight that Simplex is a payment processor for fiat to cryptocurrency purchases. Our main activity scope is secure payment processing and fraud prevention.

As a fully licensed financial institution in the EU, we take extreme measures to ensure the safety of all transactions that are sent to us, stopping thousands of fraudulent payments on a daily basis. I am sorry to hear that your case might have been different.

I will now transfer this issue to our analyst team, which will ask you additional questions in order to understand your situation better and provide you with further support.

Thank you for your ongoing patience!

Regards,
Julia
Head Of Customer Support

Antwort von Simplex

9. Dez. 2024

Hello Hedwig,

Thank you for the review.

Kindly note, that Simplex is only the payment processor for Fiat to Crypto transactions and we do not ask for additional fees to be paid to receive your purchase nor do we provide any goods or subscriptions for cryptocurrency purchases.

I have thoroughly reviewed your recent payments and can see that the cryptocurrency you have purchased has been successfully sent to the destined wallet address from our side.

I would like to elaborate that we do always strive to deliver your coins with the utmost urgency - however, in some cases, this can be delayed due to factors which are outside of our control, such as the demand for the cryptocurrency you are purchasing, the number of miners available, and the volume of transactions occurring on the blockchain at the time of your purchase.

However, if the cryptocurrency does not display in your wallet correctly, it would be helpful to reach out to your wallet provider's support team. As much as we would love to help, we do not have direct access to your cryptocurrency wallet address or account, therefore, we cannot solve issues related to or originating to/from your cryptocurrency wallet.

Thank you very much for your patience and understanding! Please let us know if you have any further queries.

Regards,
Julia
Head Of Customer Support

Antwort von Simplex

7. Dez. 2024

Hello,

Thank you for your review.

I have thoroughly reviewed your latest transactions and can see that they were declined due to internal reasons which we find ourselves unable to disclose. Please be informed that the decision to decline your payments is made by our automated system based on various internal reasons and cannot be manually influenced or predetermined.

I’d like to highlight that we are a regulated financial institution, and our main activities include secure payment processing and fraud prevention. While we can always provide information about the status of our users’ payments, we are not always capable of disclosing the exact reasons why certain transactions may not have been successful.

Please be informed that you were not charged for these unsuccessful purchase attempts - instead, as a standard banking procedure, an authorization hold was placed on your funds to ensure that your card was eligible for the transaction. The hold has now been successfully voided on our end, therefore the rest depends on your bank's processing speed.

The money should be returned shortly, but no later than 3 business days. As much as we would love to help you, we find ourselves unable to speed up the release of your funds, as this would entirely depend on the processing speed of your card issuing bank.

Thank you for your patience and understanding.

Regards,
Julia
Head Of Customer Support

Antwort von Simplex

6. Nov. 2024

Hello Daniel,

Thank you for reaching out!

We would like to highlight that Simplex is a payment processor for fiat to cryptocurrency purchases. Our main activity scope is secure payment processing and fraud prevention.

As a fully licensed financial institution in the EU, we take extreme measures to ensure the safety of all transactions that are sent to us, stopping thousands of fraudulent payments on a daily basis. I am sorry to hear that your case might have been different.

I can see that your case has already been transferred to our analyst team for further investigation as well as assistance, you might be asked relevant questions or asked to provide some additional information for better understanding of your case. I’d like to ask for your ongoing patience and collaboration with the relevant team.

Thank you for your ongoing patience!

Regards,
Julia
Head Of Customer Support

Antwort von Simplex

31. Okt. 2024

Hello,

Thank you for reaching out!

I can see that your case has already been transferred to our Analyst team for further investigation and assistance. I'd like to ask you to locate the email sent from our team and answer the relevant questions that will be helpful for further assistance on your situation.

Thank you for your ongoing patience!

Regards,
Julia
Head Of Customer Support

Antwort von Simplex

23. Okt. 2024

Hello,

Thank you for getting in touch.

From what I can see, it would seem that you might have been a victim of a scam.

We would like to highlight that Simplex is a payment processor for fiat to cryptocurrency purchases. Our main activity scope is secure payment processing and fraud prevention.

As a fully licensed financial institution in the EU, we take extreme measures to ensure the safety of all transactions that are sent to us, stopping thousands of fraudulent payments on a daily basis. I am sorry to hear that your case might have been different.

I will now transfer this issue to our analyst team, which will ask you additional questions in order to understand your situation better, as well as provide you with further support.

Thank you for your ongoing patience!

Regards,
Julia
Head Of Customer Support

Antwort von Simplex

10. Okt. 2024

Hello,

Thank you for the review.

I have taken a careful look at your latest payment and can see that the last document upload was unsuccessful, and the transaction is currently pending.

You may find the requirements for ID verification below:

1. It is a valid government-issued Passport, hard plastic, two-sided ID card or Driver's license;

2. It contains an expiry date, date of birth and the full name;

3. It is an international document (has the English translation)

4. It is a regular, unedited picture taken with a camera. Our system does not accept scanned or black & white versions of the document.

Additionally, please do not forget to select the ID type accordingly when on the verification page.

I would also like to inform you that as a fully licensed financial institution, we must comply with various KYC/AML policies.

Due to this, we may indeed require identity verification to be performed to ensure that no one else is making payments on your behalf and that all information submitted is up to date.

However, please do not hesitate to reach one of our live supporters via chat on our main page Simplex.com.

To access the live chat function, please click the button located at the bottom right part of the site. Our live chat agents will then be able to assist you with your query.

Thank you very much for your patience and understanding! Please let us know if you have any further questions.

Regards,
Julia
Head Of Customer Support