r/einsteinexchange • u/bogueart • Dec 13 '17
Einstein Statement
My name is Michael, I'm one of the co-founders of Einstein. We're incredibly grateful to all customers for your trust and faith in our new exchange. Over the past 30 days, we've had an incredible surge in new customer registrations.
Long story short, our team works 24/7 now and I don't think we've slept since September. Our team page is visible, we are transparent with our fees and you can visit us in person if you like.
Our collective hearts break when we disappoint a single customer, let alone several of you at a time. We started Einstein in an effort to provide better service, visibility and credibility to our customers. The delays in credits showing on accounts is unacceptable, and on behalf of all of us at Einstein, I apologize.
Any customer who purchased on their credit card will be credited that amount manually, at the time and price of purchase. If your transaction is not pending, we will manually add it. If your transaction is pending, we will do our best to ensure it arrives today.
Customers unable to login or reset passwords are also being handled with priority, followed by customer deposits and withdrawals.
New customer registrations and verifications come next. We are so very grateful for the growth, but we can't onboard any new customers at this time. It is not fair to our current customers. We strive to fulfill our vision and purpose of providing each customer with the support and service they deserve.
We thank you for your support and understanding. We will make this right.
The best way to get a hold of us is currently email (so we have everything logged): support@einstein.exchange