- OKX CEO apologized for ‘high false positives’ as account freeze complaints flood X.
- A user decried being locked from his 4-year account despite submitting key documents.
OKX crypto exchange has hit headlines following user complaints about account freezes.
One user decried that his 4-year-old account (holding $11K) was locked in mid-June. He can’t trade, deposit, or withdraw funds.
And a painful back-and-forth with the customer support hasn’t solved the issue.
He added that he hasn’t been granted access. This was despite submitting the requested personal data, including a 15-year work history, to prove his source of income.
As a result, he warned other users to ditch the exchange to avoid the poor and frustrating experience.
“Regardless of whether your OKX account is currently in normal status, I suggest you withdraw your funds. If one day your account gets frozen, will you take the risk or not?”
OKX CEO clarifies compliance pressure
In response, OKX CEO, Star Xu, apologized, stating that there have been issues of high ‘false-positives’ with its strict compliance system.
“We acknowledge that issues such as high false-positive rates and suboptimal user experience in the information collection process still exist during compliance and risk control operations.”
Source: Star Xu/X
Xu added that they have a global compliance and risk control team of 600 members to help accurately flag and remove malicious actors.
He further noted that using VPNs or the Tor browser from a sanctioned area will prompt a request for extra personal data.
However, he added that even global risk systems are still prone to “false positives.” They can flag an innocent user as malicious, adding that they are working to optimize the process.
In March, the firm’s DEX (decentralized exchange) OKX Web 3 wallet was wrongly flagged for aiding hackers to launder about $100M of the $1.5 billion stolen from the Bybit exchange.
As a global crypto exchange with operations even in the U.S., OKX faces stricter regulatory scrutiny, especially for anti-money laundering (AML).
In 2023, Binance exchange was slapped with a $4.3 billion fine for flouting AML regulations, by allowing even sanctioned countries like Iran on the platform.
As such, OKX’s strict control process makes sense, but it shouldn’t strain the user experience. That said, the exchange ranked second after Binance in terms of derivatives trading volume ($19B).
As of June, OKX reported handling $28.4 billion in digital assets and a total of 127,111 Bitcoin [BTC]. Out of this, 120,804 BTC belongs to customers, meaning the exchange owns 6,307 BTC.
Source: OKX
