Dear Ms Tatibouet,
Because all contact information of tiers higher than the support team are kept private at Gate.io I see an open letter as the only option to reach such a tier. I ask you for a few minutes of reading attention. Because where I have been for several years a satisfied occasional trader at Gate.io this has dramatically changed recently.
I wanted to trade my 0.13 RBTC for eXRD. Having my Gate.io account already open after another trade I discovered that RBTC was listed for deposits. It is normal for exchanges to have trading pairs for listed coins and I deposited my RBTC in the presumption that I could trade it at Gate.io. When the RBTC arrived I found out however that there were no trading pairs. No harm done, I thought, for I could just withdraw my RBTC again for a reasonable exchange fee. However at the RBTC withdrawal page the minimum withdrawal amount was set to 8.1 RBTC with a fee of 8 RBTC. Now 1 RBTC = 1 BTC and you can understand that these settings are totally unreasonable. Thus my 0.13 RBTC (for me a lot of money) got stuck because I could not trade or withdraw it.
I opened a support ticket with a request for a solution. After three days the support team however did not give support at all and wrote: “RBTC may be listed on gate.io soon, and at that moment you can withdraw or trade it.” Note that they wrote “may” and not “will”. As far as the support team is concerned my funds may be stuck at Gate.io forever. I hope that you too see that it is unreasonable to allow people to deposit funds without enabling them to trade or withdraw these funds.
I do not stand alone with my complaint. I found another person who deposited 0.26 RBTC and who is facing the same problem.
The admins on Telegram are friendly and willing but the support team is simply ignoring our pleads. I therefore kindly request intervenience in this matter from a tier higher than the support team. You were the only person I could find.
RBTC depositors are very unhappy with the present situation and I also don’t think that policies as described above are good for Gate’s general reputation.
Please help us in this matter.
Best regards,
‘Arvin’
Email: [email protected]
Telegram: @arrrvinnn
Twitter: @arrrvinnn
