There may be a problem within OKX, one of the largest cryptocurrency exchanges. This time the criticism comes not from regulators or rivals, but from the community.
The case reflects the unique mix of challenges for crypto exchanges, from competition to regulatory constraints.
Star Shu breaks his silence as OKX faces a loyalty crisis
A viral thread on Twitter sparked a debate over the OKX exchange's leadership, user engagement, and customer culture, forcing founder Star Xu to respond publicly in an unusual way. It started when one user wrote a long and emotional critique comparing OKX and Binance.
“OKX's own products are already unbeatable. But this time CZ stepped in and directly crushed Xu Mingxing,” reads an excerpt of the review.
The post accused Mr. Xu, known for his cautious and technical leadership, of being “too restrained” and allowing the Binance exchange's more aggressive approach to take control of the market.
Users claiming to be VIP OKX clients shared their personal grievances. They quoted as follows:
- Unclear information regarding OKB holdings
- Opaque communication and customer support with no clear explanation.
He said that despite the exchange's sophisticated branding, there is a disconnect between OKX and its community, a gap that marketing alone cannot bridge.
“Transportation itself is a commodity…It's just laughable and outdated to think, 'If I do it well, people will come naturally,'” he stressed.
Another user chimed in with a more pointed cultural critique, describing OKX's customer service as “arrogantly blowing its own trumpet” in contrast to Binance's “valued guest” experience.
“This is not just a market or transportation issue!!! It's about corporate culture, about the core of the company,” the post said.
The conversation quickly gained attention across Chinese crypto circles, with many people expressing the same opinion.
The general feeling is that OKX's product may be strong, but its communication and culture lag behind.
Binance's ability to blend accessibility, social engagement, and grassroots marketing has left competitors struggling to catch up. This is especially true in regions where user loyalty is driven by personality and presence, rather than pure performance metrics.
Then a surprise happened. Star Xu himself intervened. This is an almost unprecedented move in OKX's usually quiet leadership style.
“Thank you for the correction. The OKX team humbly accepts it. Most of the issues mentioned in the article are areas for us to improve. Due to OKX's compliance limitations as a globally accredited institution, a small portion of requests cannot be fulfilled at this time. We appreciate everyone's understanding.” Xu wrote.
It was a humbling moment and a hint that something deeper might be changing inside OKX. Still, while Mr. Xu's confirmation could bring about change, it could also be lost in the noise.
The post OKX faces backlash as community outperforms Star Shoe exchange appeared first on BeInCrypto.
