When using a major exchange’s P2P marketplace, you expect basic competence: if a seller cancels after you’ve paid, support should help you get your money back promptly, clearly, and without making you jump through the same hoop twenty times. My experience with KuCoin’s P2P support has been the exact opposite: months of circular requests, contradictory instructions, and “contact the seller yourself” replies complete with a non-working Nigerian phone number.

The Dispute That Wouldn’t End

This started with a canceled P2P order (ID: 66e4168b460b9f0001df8113). KuCoin support (first Riena, then Matthew, Naddy.MA, Winnie, Dean, John, Ezeki, Jackson, Rose, Bob, and Luna) acknowledged the cancellation and repeatedly asked for proof:

• A video of my banking app (log in on camera, show today’s date, show account name/number/phone, then show all transactions from September 8, 2024 onward)
• A PDF bank statement first for Sept 8 → present, then Sept 1–15, then Sept 10–Nov 5, then back to Sept 8 → present. The window kept changing.

I sent the materials multiple times. The goalposts didn’t just move, they sprinted.

“Contact the Seller Directly”

At one point, support told me to contact the seller directly to resolve it and gave me a number: +234-08167010525. Yes, +234 is Nigeria. The number didn’t work. I flagged this. The response? Tell them again whether I’d received a refund, plus “please send another video and statements.”

So instead of KuCoin holding their merchant accountable on their own platform, I’m told to cold-call a foreign number that doesn’t connect, then come back with more evidence I’d already provided.

“We Were Notified the Seller Refunded You” But When?

In several replies (from John and later Ezeki/Bob), KuCoin stated the seller claimed a refund was sent. I asked a simple question — when was the refund issued? If you can tell me a refund supposedly occurred, you can tell me the date. Over and over, that basic detail was not provided. Instead, I got new templates requesting another video and another statement covering another shifting date range.

I kept sending what I could:

• Screen recordings of my account history
• September and October statements once available
• Follow-ups clarifying that earlier requirements had changed again

The Copy Paste Carousel

The pattern became comical:

1. “Please send video + statement (Date Range A).”
2. I send them.
3. “We’re escalating. Please wait.”
4. “Seller says refunded. Confirm?”
5. I ask “When did they refund?”
6. “Please send video + statement (Date Range B).”
7. Repeat.

Agents changed, the script didn’t. I was asked for identical artifacts I’d already provided, or slightly altered variants with start dates moved back a week or forward a month, as if the content of the proof mattered less than creating another delay.

Frustration Sets In

What started as a straightforward dispute turned into a bureaucratic obstacle course. I was asked to prove a negative (that no refund arrived) across rolling time windows, while the platform that took my trade let the merchant’s “refund” claim sit there without furnishing me the one fact that would help me verify it: the timestamp of their supposed refund.

Meanwhile, telling a victim to call the merchant on a non-working international number is not dispute resolution. It is abdication.

Final Thoughts

If you’re considering KuCoin’s P2P marketplace, understand this: if something goes wrong, the process you face may be a loop, not a ladder. You may be told to re-submit the same evidence, to contact a non-responsive seller yourself, and to wait while the date ranges and requirements shift around you.

A functional dispute system would:
• Freeze the merchant until the case is resolved
• Collect the seller’s claimed refund details (date, time, receipt)
• Verify against the buyer’s statements in a stable, once-defined window
• Own the resolution, rather than offloading it onto the buyer

I did my part — videos, statements, timelines, follow-ups. KuCoin’s part was a maze of templates and vanishing accountability. Until their P2P support stops playing proof-of-proof musical chairs and starts delivering clear, seller-accountable resolutions, users should think very carefully before trusting the platform with P2P funds.