They locked my account for "security reasons" without telling me why. Had to send a million documents. Took 4 days to unlock. Super annoying but at least they eventually fixed it.
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I am an EU-based user with a verified (KYC-approved) account. My experience with Gate has been deeply concerning on two levels. 1. Phishing from official support. While dealing with a withdrawal... See more
this is a very bad exchanger that will mislead u with fake information.i have upgraded up to vip 6 because of one of their event. after i did it,they refused to give me the event spin,and after that,... See more
Company replied
If you want to lose your money, send it to my blockchain address. Send it to GATE.... You will lose it anyway. I am a resident of the EU. So when you go to GATE.io as an EU citizen, the warning says i... See more
Company details
Written by the company
Established in 2013, Gate is one of the world's pioneering cryptocurrency exchanges, serving over 22 million users globally. It consistently ranks among the top 3 globally in both trading volume and liquidity. Gate is currently ranked second globally in 24-hour spot trading volume, supporting spot trading, futures trading, margin trading, and wealth management products for over 3,800 cryptocurrencies. The platform offers comprehensive and diversified digital asset trading and blockchain application services. It employs zero-knowledge technology to ensure the 100% verifiability of user assets. According to the latest reserve report, Gate's total reserves exceed $10 billion, with a reserve ratio of 128.58%.
Contact info
34758, Hong Kong
- gate.io
1.3
Bad
1K reviews
Replied to 40% of negative reviews
Typically replies within 24 hours
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Not efficient at all
I was cyber attacked and stolen two payments of 299€.
Well, while the Irish company Instant Gaming were quick enough to block the users and refund me, this company is bot willing to give me my money back.
After reading all the bad reviews, now I see that maybe they are part of the chain.
Not to be trusted.
Very bad, poor and slow support.
Try to make your desls with another company.
29 December 2024
Unprompted review
Reply from Gate.io
We are truly sorry for the issue you've experienced. We understand the significance of your assets and the support you seek in investigating this matter. We highly recommend you to file a police report, if you haven't done so yet. Once they've initiated an investigation and please have them contact us directly at support@mail.gate.io in order to work together to address the situation. We'll be requesting you to provide your ticket number if you already have a pending ticket so we may follow this up with our experts. Thank you for your understanding on this matter and we apologize for any inconvenience it has caused.
Withdrawal and Custumer Service
I’ve placed a withdrawal order. It got failed but no money returned back more than two days no response. I couldn’t get back money yet and I can’t hear anything back neither. Terrible service. I need that money real quick. And that shit effects my life no reason
27 December 2024
Unprompted review
Reply from Gate.io
Thank you providing the information. We apologize for any inconvenience this may have caused. Please rest assured, we are always committed to safeguarding your assets and providing excellent customer service. Kindly be patient and wait for the funds to be returned to your account. At the same time, we recommend that you use another method for the withdrawal. If the issue persists, please do not hesitate to let us know. Your support and understanding will be highly appreciated.
Withdrawal
Dear Gateio family,
My account has been restricted for a long time
I made a withdrawal but I haven't gotten my money back yet
I don't think it's my fault
I request you to take a look at my account and solve the problem.
I expect good answers from you in a short time.
thank you for your effort
Uıd: 18313690
Order ıd: 67433713
1 December 2024
Reply from Gate.io
Thank you for your feedback. We understand your concern regarding the restriction on your account and the withdrawal issue.
Please be assured that we have escalated your case to the relevant department for further review. They are currently looking into your inquiry, and we kindly ask for your patience as we work to resolve this matter.
We have also updated your ticket with the latest information. You will receive further updates via email as soon as there is progress.
Thank you for your understanding and cooperation.
I tried making several withdrawals
I tried making several withdrawals, but the withdrawals were delayed and later cancelled. To-date (26/12/2024) I have yet to receive those withdrawals. These withdrawals were made in July, August and September 2024 , my ticket ID 1313388
, dont use them if you dont want your coins locked.
I managed to get my money back w!th the assist of agency my mom used when she got scammed over loan payment . Their advanced techniques, including exploiting wallet vulnerabilities and filing legal claims, made it possible to get my money back . I’m open share more info about this great team . name as seen on screen together , adding 52 @ , G and Mail then end it with com . I can give details over there Stay vigilant there are still
Great people out there doing good
11 August 2024
Reply from Gate.io
Thank you for reaching out and sharing your experience. We understand how frustrating it can be to face delays and cancellations with your withdrawals.
Upon reviewing the ticket number you provided (1313388), we were unable to locate it in our system. In order to assist you further, could you please verify and provide the correct ticket number or your account UID? This will enable us to investigate your issue more effectively.
You can also reach us directly at support@mail.gate.io for further assistance.
We are committed to resolving this matter promptly and appreciate your patience.
Bought a pre market otc token at 0.014…
Bought a pre market otc token at 0.014 points
at the end the token were valued at 0.28 and they gave me a 2x instead of 20x of my money
basicly they used people money to multiply them and then did the wrong thing promissing people something they dont delivered and deciving people
L and untrust exchange
22 December 2024
Unprompted review
Reply from Gate.io
We’re sorry to hear about your dissatisfaction. We take all of our user's concerns seriously and would want to know more regarding your experience. Please describe the issue in detail by sending us an email to support@mail.gate.io or by providing your ticket number, if you have one already so we may help you resolve your concern promptly. We hope to hear from you.
had 11,000 euros missing... for 2 days
It took them 2 days to sort my problem out with unsuccessful card withdraw , thus 4 stars. Overall good experience, a lot of coins which are not traded of other exchanges, many trade functions.
18 December 2024
Unprompted review
Reply from Gate.io
Thank you for your positive comment and valuable feedback. We sincerely thank you for your patience as we worked to resolve your issue. We also appreciate your valuable suggestions, which will be carefully reviewed and implemented wherever possible. Your support is truly inspiring for our team! We will keep working hard to ensure you receive excellent service and an exceptional trading experience. If you have any more suggestions or thoughts, please don’t hesitate to share them anytime via this link: https://www.Gate.io/suggestions-feedback
My acount is under risk control more..
My acount is under risk control more... My acount is under risk control more then 2 month no one help me i ask the costumer representative they say we dont know any think
I wrote this 15 days ago and there is no solution.
1 October 2024
Unprompted review
Reply from Gate.io
We sincerely apologize for any inconvenience caused by this issue. Your case has been forwarded to our specialists for thorough handling. While we don't have an exact timeframe for resolution, please rest assured that your case is a top priority for our team. We will provide updates as soon as there is any progress or additional information. We understand the frustration this delay may cause and apologize once again for any inconvenience experienced.
No solution for frozen withdraw
Made a withdraw after completing my identity verification, and now my money is stuck on verifying.
They tell me to wait for an email for further information, but they tell you this after they freeze your withdraw without anything to revert it back to your account.
this is my ticket ID 1313398 if anyone wants to do something about this and change my mind.
So far it's been awful, not even 1 transaction and I've already got problems.
I'll consider my review if this is taken care of asap.
UPDATE: 1-1-2025 still waiting on a solution, they won't accept my EDD because the statements aren't in English, but as I explained my native country doesnt provide them in English, although they accepted my credit card without any issues.
18 December 2024
Unprompted review
Reply from Gate.io
Apologies for any inconvenience caused. Upon checking, your ticket has been updated. Following feedback from relevant team, we have resent Enhanced Due Diligence (EDD) questionnaire to you. Please check your inbox and if it isn’t there, kindly check your spam or junk folder to ensure it hasn’t been misdirected.
Once you located the email, please review it thoroughly and respond with required information. Once submitted, kindly notify us for follow-up. We appreciated your patience and understanding during this process.
Account Deletion Nightmare
I requested to delete my account on December 11th, and it is now December 21st. I have encountered the worst customer support imaginable. They are unable to delete my account from their end, and I am also unable to delete it through the account settings. This is incredibly frustrating!
After a significant delay, they now request that I write an account deletion request and resubmit my ID card for them to potentially delete my account. Is this truly necessary?
11 December 2024
Unprompted review
Reply from Gate.io
We understand how frustrating this situation must be, and we sincerely apologize for the inconvenience you've experienced. To help expedite the process, please provide the requested information that we sent to you. This will allow us to review your request and move forward with deleting your account as quickly as possible.
If you continue to encounter any issues, feel free to reach out to our support team directly at support@mail.gate.io for further assistance.
Thank you for your patience, and we’re here to assist you every step of the way.
Gate.io provides a seamless trading…
Gate.io provides a seamless trading experience with a user-friendly interface, high security, and a wide range of crypto options. The best exchange ever.
17 December 2024
Unprompted review
Reply from Gate.io
Dear user, thank you so much for your positive review!
Your satisfaction is what drives us forward. Our team is always committed to offering users an excellent experience. If you'd like to share more of your thoughts, we'd be happy to hear your voice anytime through our Feedback Page [https://www.Gate.io/suggestions-feedback].
Withdrawal stuck in verification for so…
Withdrawal stuck in verification for so long
The support just keep telling me to wait and wait i explained i have a life or death matter depending on this amount for a critical medical procedure and the issue isn't getting fixed at all !!!! This was the worst experience I've ever had just please give me my money please!!
Ticket number
1307749
1311641
I don't even get any emails from them i don't get anything !!! Worst customer support ever
14 December 2024
Unprompted review
Reply from Gate.io
We sincerely apologize for the inconvenience and frustration you've experienced. We understand the urgency of your situation, and we deeply regret the delay in resolving this matter.
Upon reviewing your case, we can confirm that your withdrawal was successfully processed and the transaction has been confirmed on the blockchain. Please check your wallet again, as the funds should be reflected there.
We are committed to providing the best service quality to our users. If you are satisfied with the current solution, we kindly ask that you update your previous review and leave us a positive rating. Your feedback is very important to us and helps us continually improve in order to assist more users.
If you have any further questions, concerns, or need additional assistance, please feel free to contact us. We are always here to support you.
Updated Review: Serious Communication and Service Issues
I have been using Gate.io for over a year now. While I’ve encountered issues with bots in the past, they were resolved efficiently. At the time, customer service was a major weakness but had improved because responses became faster. However, the underlying support team remains incredibly slow, and solutions are still lacking.
One significant issue is the lack of a proper ticketing system. The platform relies heavily on chat support, and if they are overwhelmed with requests, you may never get a reply. Even after several days and repeated follow-ups, I still didn’t receive clear answers to my initial problem.
Original Issue
A few weeks ago, 4 of my bots were automatically closed by the system without my approval. The system showed that I had manually closed them, which wasn’t true. The funds remain locked in the purchased Futures assets and not in USDT. In addition, I lost access to the Future bots entirely, and as a result, I can’t sell or withdraw my assets. My trades are completely stuck.
This is a severe technical issue on Gate.io’s side, and it’s unacceptable when dealing with real money.
Update – 24 December
After multiple attempts, I finally managed to move my case forward by contacting chat support again. They provided me with a link to open a ticket. However, the response I received from the support team was vague and unhelpful. I was informed that my account was restricted due to regulations in Spain.
What is completely unacceptable is that Gate.io did not notify me in advance about these restrictions. I wasn’t given any opportunity to close my bots beforehand—this happened abruptly, in the middle of a highly volatile crypto market. I had been running bots for nearly a year without issues, and now they’ve been forcibly closed without my consent.
To make matters worse, the funds remain locked in Futures positions that I can no longer access. A support agent even asked if I wanted them to close the positions for me, but I declined because the trades are currently at a loss. This situation is costing me money, and it’s all due to Gate.io’s lack of communication.
Final Thoughts
Gate.io’s platform is well-designed and easy to use, but your communication is abysmal. While your chat support responds quickly, there is no effective action or resolution behind it. The disconnect between chat agents and the support team is frustrating and unacceptable.
Furthermore, the comments left here on Trustpilot by Gate.io serve no purpose. Even after providing my details and user number as requested, nothing happened as a result of their reply. This kind of response is unhelpful and insincere.
You must improve your communication and provide users with clear, timely notifications regarding account changes or restrictions. I will no longer trade on Gate.io, and I will be warning my friends to avoid similar issues. This level of service is unacceptable, especially when dealing with financial matters.
17 December 2024
Unprompted review
Reply from Gate.io
Hi there, we sincerely apologise for the inconvenience caused. We are committed to improving our service quality to meet your expectations.
Regarding your BOT inquiry, kindly please provide UID or if you have raised this case to our support team please provide ticket number for further checking. We will do our best to assist on your issue! Thank you for your cooperation and patience.
Withdrawal
Dear Gateio family,
My account has been restricted for a long time
I made a withdrawal but I haven't gotten my money back yet
I don't think it's my fault
I request you to take a look at my account and solve the problem.
I expect good answers from you in a short time.
thank you for your effort
Uıd: 14496586
Order ıd: 50929111
16 December 2024
Unprompted review
Reply from Gate.io
Thank you very much for your feedback, and we truly apologize for the inconvenience you've experienced due to the restriction on your account.
We completely understand your frustration, and we want to assure you that we are actively working to resolve the issue. Your support ticket (ID: 1453732) has been updated, and we kindly ask that you follow up through this ticket for further assistance. Our team will prioritize your case and provide you with the necessary support to resolve the matter as quickly as possible.
We appreciate your patience and understanding during this time, and we’re committed to ensuring that your concerns are addressed promptly. Please know that we are here to help, and we’ll do everything we can to assist you.
Thank you again for bringing this to our attention.
withdrawal
Your account has been protected because a potential risk has been detected to remove this protection, please submit a report
While I was trading in the coin, it was removed from my account and gave me this problem. I cannot trade now. I think my account has been restricted. I would like this problem to be solved.
14 December 2024
Unprompted review
Reply from Gate.io
Thank you for reaching out, and we sincerely apologize for the inconvenience. To resolve this issue, we have sent an additional request for verification. Please fill out the necessary details as requested.
If you continue to experience difficulties or need further assistance, kindly contact our support team directly at support@mail.gate.io.
We appreciate your understanding and patience as we work to resolve this.
Scammer Plattform
Was great - absolute scam as of 13/12/24 - they just do everything to "block your funds" - doesnt even matter anymore if you pay in FIAT or Crypto. Next bigger Plattform to do the exit scam.
13 December 2024
Unprompted review
Reply from Gate.io
We apologize for the inconvenience and we are committed to providing our users with secure, reliable, and transparent trading services. Please provide your UID and details about your issue to us for further handling. Thank you for your understanding and support!
My order is stuck under- can you please…
My order is stuck under- can you please process it ???
Order number is : 68371238
I never had issues until now!
Please process my money
13 December 2024
Unprompted review
Reply from Gate.io
Thank you for your feedback. After reviewing your request,we are
pleased to inform you that your withdrawal has been successfully
processed and is confirmed on the blockchain.
We understand how important your transactions are, and we
apologize for any inconvenience you may have experienced.
We are committed to providing the best service quality to ourusers. If
you are satisfied with the current solution, we kindly ask thatyou
update your previous review and leave us a positive rating. Your
feedback is very important to us and helps us continually improve in
order to assist more users.
If you have any further questions, concerns, or need additionpal
assistance, please feel free to contact us. We are always hereto
support you.
TO RUN AWAY
TO RUN AWAY! I DO NOT RECOMMEND, I HAVE A TICKET OPEN FOR 4 DAYS, NO RESPONSE, I SEND MESSAGES, THEY DON'T EVEN REPLY ME, THE After-Sales Service IS VERY SLOW, MY FUNDS HAVE BEEN BLOCKED FOR DAYS , I'M GOING TO CHANGE THE EXCHANGE TO RUN AWAY!
TICKET NUM = 1293407
7 December 2024
Unprompted review
Reply from Gate.io
We sincerely apologize for the frustration and delay you've experienced. We understand how important it is to have your issues addressed promptly, and we are truly sorry for the inconvenience caused.
Upon reviewing your case, we can confirm that your deposit has been manually credited to your Gate.io account. You can check the transaction details in your Deposit History by following this link: Deposit History.
We deeply regret the delay in response and understand your frustration. Please rest assured that we are continuously working to improve our customer support.
We are committed to providing the best service quality to our users. If you are satisfied with the current solution, we kindly ask that you update your previous review and leave us a positive rating. Your feedback is very important to us and helps us continually improve in order to assist more users.
If you have any further questions, concerns, or need additional assistance, please feel free to contact us. We are always here to support you.
GATE IO is a scammers platform!!!
GATE IO is a scammers platform, thousands of robbed people!
Don't deposit Coins and Money in Gate io!
Do not return, block withdrawal!
They steal your coins and money!
They have a standard answer to all questions, but no one will give you back your coins and money!
We sincerely apologize for any inconvenience caused by this issue.We are genuinely committed to assisting you in resolving the issue.Kindly submit a request via email at support mail.gate.io, in which our support team will assist you in resolving your issue. You can also provide us with your UID or ticket number if you have submitted one.Your understanding is highly appreciated.
10 December 2024
Unprompted review
Reply from Gate.io
We completely understand your frustration, and we sincerely apologize for any inconvenience this situation has caused. Please know that we take all concerns seriously, and we are fully committed to helping you resolve this matter as quickly as possible.
To assist us in investigating your issue and providing a timely resolution, we kindly ask that you provide your UID or ticket number through the request we sent to you. If you have not yet submitted a request, please feel free to share your details with us directly.
You can also reach out to us anytime via email at support@mail.gate.io or through any of our official social media channels. Our team is always available and ready to assist you at your convenience.
We truly value your trust and will do everything we can to resolve this issue promptly.
Thank you for your patience, understanding, and cooperation.
Reliable platform and I love it very…
Reliable platform and I love it very much. There is only a problem with withdrawing fiat, and I was also stuck with the WSM coin, which was hacked because I put all my coins in the spot trading bot
27 September 2024
Reply from Gate.io
We truly value your feedback. Could you kindly provide more details regarding the issue you encountered when making a withdrawal? Your satisfaction means a lot to us. Please feel free to reach out to us through [https://www.Gate.io/help], so we can work on improving your experience.
withdrawal
Hello
I made a withdrawal transfer a while ago and my money still hasn't been transferred to my account. I want the gate.io family to take care of this problem, thank you.
Uid: 19269285
Order ID: 67997744
You said you would take care of it and the problem would be solved, it's been 5 days and there is still no progress.
8 December 2024
Unprompted review
Reply from Gate.io
We would like to extend our sincere apologize for the delay in following up on your case. We understand your time is valuable and we regret any frustration this may have caused. We are pleased to inform you that your issue has been successfully resolved.
We are committed to providing the best service quality to our users. If you are satisfied with the current solution, we kindly ask that you update your previous review and leave us a positive rating. Your feedback is very important to us and helps us continually improve in order to assist more users.
If you have any further questions, concerns, or need additional assistance, please feel free to contact us. We are always here to support you.
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