Do not put your money on this platform. You have been warned. I first sent 33 XRP to the platform The money never made it It completely disappeared I've been in contact with support I have screenshots of the emails text messages and support ticket. After those funds disappeared I decided to remove the remaining $150 I had put on the platform. It doesn't matter how well the bot works if you're not going to get your money. Do not say you were not warned. IF YOU SHOULD SO CHOOSE DO NOT LISTEN AND PUT YOUR MONEY ON THIS PLATFORM. PUT A VERY SMALL AMOUNT AND THEN TRY TO TAKE IT BACK OFF. DON'T GIVE HIM ANY MORE THAN 50 BUCKS CUZ YOU'RE GOING TO LOSE IT
Response from Pionex.USJul 29, 2025
Dear User,
Thank you for your feedback.
For XRP deposits, both the correct tag (Memo) and the address are required. If you deposit without the tag or use an incorrect tag, your deposit will not be successfully credited to your Pionex US account automatically.
If your XRP deposit has not been credited, please contact our official support team and provide the transaction hash (TXID). They will promptly assist you in checking the issue further.
If you have any further questions or need additional assistance, please feel free to reach out to our support team via live chat or by email at [email protected].
IB
Ibrahim
Lost $500 with no explanation
I’ve never encountered a platform with such outrageously high fees—both for fiat and crypto. For context, withdrawing just $95 worth of Bitcoin cost me over $11 in fees. That’s more than 10% gone instantly, just to move my own money.
It gets worse.
The tax documents they provided are flat-out inaccurate. Instead of the standard "Summary of Sales" form required by the IRS, they sent me a basic spreadsheet—useless for proper tax filing. To get a compliant and accurate tax report, I now have to pay another platform $200 (the going rate for handling high-volume crypto transactions).
When I brought this up to customer support—pointing out that my transaction history shows a net loss of $500, while their tax form falsely claims a $3,000 gain—they completely dismissed me. Not only did they refuse to explain the discrepancy, but the support agent was rude, told me not to use AI tools to help with my taxes, and denied my request to speak with a manager. To top it off, there’s no phone support at all.
Frankly, I’m shocked and disheartened. Influencers like Brian Jung praised this platform, but my experience has been the opposite. Their automated bots consistently lose money, and it's painfully obvious they do not value their users. Their attitude and service scream "we don’t care", and that’s unacceptable in an industry where trust is everything.
Avoid this platform. You deserve better.
Response from Pionex.USJul 29, 2025
Dear User,
Thank you for your detailed feedback regarding your experience with our platform.
Regarding Fees: Fiat transfer fees are charged by our banking partners and not directly by Pionex US. For crypto transactions, we do not charge any deposit fees, and our withdrawal fees are among the lowest compared to most regulated exchanges in the US. You can view the full fee structure for both fiat and crypto transactions here: https://www.pionex.us/en-US/fees
Regarding Tax Documentation: Pionex US provides Form 8949 (for reference) along with transaction history CSV files. You can use this data to complete your tax report or import it into third-party tools for tax calculations. Please note that Pionex US does not provide tax advice. For assistance with filing your taxes, we recommend consulting a local or state tax advisor, as we already provide the relevant data required for such calculations.
Regarding Trading Bots: Our trading bots are designed to generate grid/arbitrage profits, but cannot guarantee total profits. A decline in the price of underlying assets may lead to unrealized losses due to holding positions. These positions may become profitable if prices rise and the corresponding sell orders are triggered. To learn more about how our trading bots work, please refer to the following resources:
https://www.pionex.us/blog
https://pionexus.zendesk.com/hc/en-us/categories/4430076166169
If you need further assistance or have specific concerns, please feel free to contact our support team via live chat on the web/app or by email at [email protected].
AH
Asif H.
The Pionex site states that the…
The Pionex site states that the withdrawal amount will reach my account in 3-5 days. However, despite over two weeks having passed and many support queries being made, the amount I am trying to withdraw is still pending.
Response from Pionex.USJul 29, 2025
Dear User,
Thank you for your feedback.
ACH withdrawals usually take 3 to 5 business days to complete, while wire withdrawals typically take 3 to 7 business days. These are general estimated timeframes. If your withdrawal has exceeded this period, we apologize for any inconvenience this may have caused.
Please contact our official support team via the live chat function on the web/app or by email at [email protected] for further assistance.
MH
MaddArse H.
Yet another theiving exchange
Terrible customer service bots that don't work properly and regularly indulge in comiting financial theft and fraud on there clients.
Response from Pionex.USDec 4, 2024
Dear User,
We are sorry to hear about your experience.
To assist you further, please provide a detailed description of the issues you're facing and explain how the trading bots are not working "properly". For each bot that you believe is not working "properly," please provide the following:
1. A screenshot of the bot interface
2. The parameters page
3. Any relevant pages that support your claim
Please note that Pionex US is a regulated exchange in the US, and we do not utilize users' funds. Additionally, we have already completed a 100% Proof of Reserves via independent third-party audits:
https://pionexus.zendesk.com/hc/en-us/articles/14706262070681
You can submit your bot details and supporting evidence to [email protected] for further investigation and to receive the necessary support.
Thank you for your support and understanding.
JO
Jon
They took $100 from my account via ACH…
They took $100 from my account via ACH and didn’t post to my account claiming ACH maintenance. They cannot provide a date when it will be posted and ACH maintenance is done
Response from Pionex.USDec 7, 2023
Dear Jon,
Thank you for your feedback, we are pleased to inform you that your ACH deposit of $100 has now been credited to your account. We appreciate your feedback and sincerely apologize for any inconvenience caused by the ACH Deposit maintenance.
If you have any further questions, please feel free to contact our support at [email protected]. Thank you for your understanding.
IL
Isaac L.
Holding Funds Hostage/ With no explanation or resolution
Good rates, a limiting platform, and a very cold shoulder so far. After using some other platforms and seeing the good rates I decided to try Pionex.US (not to be confused with Pionex) I noticed after accessing their platform that they don't have a signal bot to use with Tradingview, so you are limited to using their preset bots which I found very frustrating. So... time to find a platform that fits my needs better, but wait, you can't have your funds back. Why? Good question you completed all of your KYC documentation and there shouldn't be any issues but we don't have to give you a reason so we will just be vague about some security measures we can't discuss for security reasons and not offer a way to solve this issue or support you. Want to talk to someone who knows what is going on and why? Forget it, you will get stonewalled with the parroted go-to response about how they aren't allowed to discuss why, as a customer, they can't help you (great business model) on multiple occasions with no escalation of the issue or a remedy (to which I saw the reviews before posting this and I am not the only one having these issues). After multiple attempts, it is now 30 days into the 60-day waiting period which I don't understand and can't get an explanation for the reasoning ("We might have a security something, let's just wait for it to go away and make customers not want to deal with us ever again.")? I will just have to let my funds stagnate or risk using the preset bots on the platform which just shuffles your money around while you are HODL and hoping the currencies don't negatively fluctuate too much in the market. Hopefully, if you are on the edge and want to get into crypto you can learn from my (and many others) mistakes and not use this company unless you don't want access to your funds for 1/6th of the year with no explanation.
Response from Pionex.USNov 24, 2023
Dear Isaac,
Thank you for sharing your experience. We're very sorry for any frustration you may have faced.
If any potential irregularities are detected with your ACH deposit, please understand that a 60-day hold period will be required before withdrawal. We truly appreciate your understanding here.
We appreciate your feedback on the bot options. We're working on expanding choices and potentially a bot that can integrate with Tradingview.
For more information, please email our support team at [email protected]. Thank you for your understanding.
MW
Mark W.
I can’t withdraw my btc to an external…
Ok so after the 24 hour wait why am I trying to withdraw and it’s giving “Rejected. Unknown error” . I withdraw already before then.
Response from Pionex.USAug 26, 2023
Dear Mark,
Thank you for reaching out to us.
We would like to inform you that after depositing funds to your Pionex.US account via Wire Transfer, there is a 24-hour holding period before you can initiate a withdrawal.
You can find more information about the reasons behind withdrawal time limits in our article here: https://pionexus.zendesk.com/hc/en-us/articles/16033955440793.
Additionally, you can check the "Withdrawable Time" details of the wire deposit in this article: https://pionexus.zendesk.com/hc/en-us/articles/18577061043737.
If you cannot withdraw your funds after 24 hours, please don't hesitate to contact our support team. You can reach us via the live chat feature on our website or by emailing us at [email protected].
Thank you for your understanding and patience.
AA
AKBER A.
Don't deal with this company
Don't deal with this company, it is a scam,
So I deposited my funds from my Chase account and then did some trading for 2 months, got overall lost as their bot is ridiculous and does not work as expected.
I request the withdrawal to be sent to the same account as the deposit and then it is not working, Here is what they are saying
"Because our database could not generate the name of the corresponding bank based on the ABA number you entered, your withdrawal request was failed.
We hope to optimize this problem in the next few days. You can try to withdraw USD to other bank accounts or initiate a withdrawal in the next week.
"
My Reply
No way, I am going to file a case against your company, this is ridiculous, how come you took money from the same bank when I did deposit it worked and you took money from that account, and when the time come to return the money back you are giving an excuse, I wanted to speak with your Manager, if I do not receive back my money, I will proceed with a legal case
Response from Pionex.USJun 20, 2023
Dear Akber,
Thank you for your feedback. We apologize for any inconvenience caused.
Our bot is designed to assist users in automated trading, but we can't guarantee profitability. If your bot is not performing as expected, it may be related to your bot parameter settings or market price changes.
You can send a screenshot of your bot orders to [email protected], and our support team will check it and provide appropriate suggestions.
The Pionex.US database can't identify the ABA numbers of some banks, resulting in some users experiencing failures when withdrawing funds to certain bank accounts. Our developers have fixed this problem, you can try to re-initiate USD withdrawal.
Thank you for your understanding and support of Pionex.US.
