Formal complaint

I am filing a formal grievance underneath Binance’s official Grievance Procedures.

This grievance considerations the next related Binance case IDs: #159471088, #160999529, #161112218, and #161115300. These case IDs relate to the identical ongoing account restriction, repeated help transfers, missed 7 Might update, and unresolved withdrawal problem.

Please treat this message as an official grievance and supply written acknowledgement inside two business days, together with a customized grievance reference quantity, as said in Binance’s grievance process.

This grievance considerations the restriction of my Binance account, the prolonged incapability to withdraw my funds, and Binance Help’s dealing with, communication, and grievance course of.

My account has been restricted since 27 March after a rejected USDC withdrawal attempt. The withdrawal didn't go through and no funds have been sent to the vacation spot tackle, however my account has remained restricted since then.

Because the restriction started, I have seen a number of account/perform restriction messages and codes, together with but not limited to:

RW00218 withdrawal restriction
RW00142 withdrawal restriction
RW00270 risk-control / withdrawal restriction
Pay service briefly restricted
sell perform briefly suspended
withdrawal restriction because of Terms of Use
messages stating that my account could also be in danger
messages stating that withdrawals are restricted resulting from risk-control protocols

The difficulty shouldn't be solely that my account is underneath assessment. I perceive that Binance might conduct compliance, AML, security, or risk-control evaluations. I'm not asking Binance to disclose confidential investigation particulars. My grievance is concerning the lack of procedural equity, inconsistent communication, repeated failure to offer a meaningful update, and lack of a transparent resolution path whereas my funds stay inaccessible.

Binance Help has given inconsistent and changing timelines. At first, the restriction appeared momentary and I used to be proven or advised that it might take round 24 hours. After that passed, I used to be advised the assessment might take as much as 30 days. Later, it turned 30 working days. Then I used to be informed that the evaluation started on 27 March and ought to be concluded round 7 Might. Later, I used to be advised there was no actual timeframe and that it might take longer.

On 6 Might, Binance Help particularly confirmed that I should anticipate an e mail or answer on 7 Might, or attain out if I did not obtain one.

I asked:

“Tomorrow I can anticipate an e-mail or some reply concerning the evaluate right?”

Help replied:

“Yes, as the agent stated on the seventh, you need to anticipate an e-mail, if not, you possibly can reach out.”

On 7 Might, I acquired no e-mail, no app notification, and no meaningful update. Once I contacted help, I was solely informed that there have been no updates and that my account would stay restricted whereas the assessment continued.

This can be a central a part of my grievance. Binance created a transparent expectation of an replace on 7 Might, failed to offer it, after which refused to elucidate why the beforehand communicated timeline was not revered.

I've repeatedly asked Binance whether or not anything is required from me, including:

further id verification;
source-of-funds proof;
source-of-wealth proof;
wallet ownership proof;
an evidence of the rejected withdrawal;
any supporting documents;
any clarification wanted to complete the assessment.

I've repeatedly said that I'm absolutely prepared to cooperate immediately. Binance Help has repeatedly informed me that no action is required from my aspect. Nevertheless, Binance continues to restrict my entry to my funds while providing no ultimate determination, no document request, no dependable timeframe, no formal grievance reference, and no clear written subsequent step.

This creates a round and unfair process:

The Binance app tells me to contact Customer Help.
Buyer Help tells me they can't provide details and that I need to wait.
I ask what motion is required from me.
Help says no action is required.
I ask when the assessment will end.
Help says there isn't a timeframe.
I ask for the subsequent step.
Help repeats that I need to wait.

This isn't a meaningful resolution path.

The communication from Binance Help has additionally been extraordinarily poor. I've been transferred between many agents, including however not limited to Gofy, Lydia, Julius, Bree, Recel, Jeremy, Nesrine, Kelvin, Skander, Yanis, Tom, and others. Brokers repeatedly ask me to wait 5–10 minutes, 10–15 minutes, or 15–25 minutes whereas they evaluate the same historical past. After that, I typically receive the identical generic answer, another switch, or the dialog is closed or abandoned with no concrete reply.

Several occasions, I used to be advised that my case was being transferred to a specialist or related workforce, with an anticipated response inside 5–15 minutes, however I waited much longer with out receiving a real replace. In some situations, an agent advised me to wait while they checked the case, then the chat later confirmed that I was being related to a different agent once more, suggesting that the earlier agent left or disconnected without properly addressing the difficulty.

CS Julius particularly advised me to attend while he checked the difficulty, however then the conversation moved again into another transfer/agent stream without the promised substantive response. This has occurred repeatedly with totally different brokers. I think about this unprofessional and unacceptable grievance handling.

Binance Help has repeatedly informed me that the case is:

escalated;
expedited;
prioritized;
despatched to a specialist;
sent to the related department;
handled by an account handler.

Nevertheless, none of this has resulted in a concrete written replace, escalation reference, accountable department, deadline, ultimate choice, doc request, or precise subsequent step. If the case has genuinely been escalated or prioritized, I request written confirmation of what meaning procedurally and what stage the grievance/evaluation is presently at.

One help message even said that my case has taken “longer than anticipated,” which confirms that Binance is conscious this matter has exceeded the anticipated timeframe. Regardless of that, I still haven't been given a dependable timeline, rationalization of delay, or practical decision path.

I've also asked primary procedural questions that aren't confidential investigation particulars, together with:

What is the legal Binance entity answerable for my account?
What regulator or authority handles complaints about my account?
Can I receive a proper grievance reference quantity?
Is something required from me?
If nothing is required from me, has the assessment workforce been requested to make a last choice or present a written subsequent step?
If Binance not needs to offer providers to me, what's the offboarding process so I can withdraw my remaining funds?

These are primary procedural and complaint-handling questions. They don't require Binance to disclose confidential AML or investigation details. A platform proscribing access to consumer funds should have the ability to present a grievance reference, accountable entity, grievance process, regulator info, and a clear subsequent step.

I'm requesting one of the following resolutions:

1. Immediately restore my withdrawal perform and permit me to withdraw my funds; or
2. If Binance requires info from me, provide a transparent written request for the precise documents, verification, rationalization, source-of-funds proof, wallet possession proof, or clarification needed; or
3. If Binance not wishes to offer providers to me, close/offboard my account and provide a protected technique for me to withdraw my remaining funds; or
4. Provide a written procedural replace explaining the present stage of the assessment, why the 7 Might replace was not offered, and the expected subsequent step.

I'm also requesting the following complaint-handling info:

1. Written acknowledgement that this is now registered as an official grievance;
2. A customized grievance reference number;
3. Confirmation of the legal Binance entity answerable for my account;
4. Confirmation of the related regulator or external grievance physique for my account;
5. Affirmation of the expected timeline for Binance’s last grievance response underneath its grievance procedure;
6. Confirmation that filing this grievance won't pause, delay, or negatively have an effect on the continued account evaluate;
7. Affirmation whether or not anything is required from me at this stage.

For readability, I'm not asking for confidential investigation particulars. I am asking for procedural fairness, a proper grievance process, an actual written replace, and a practical resolution path.

Protecting my funds restricted for this lengthy whereas offering inconsistent timelines, no requested action from me, no remaining determination, no grievance reference, repeated generic replies, repeated transfers, and no dependable path to resolution isn't acceptable.

Please do not reply with another generic message reminiscent of “your case is beneath evaluation” or “please wait patiently.” That is exactly the difficulty being complained about.

Please register this as a proper grievance and supply the grievance reference quantity and written acknowledgement inside two business days.

An extra necessary point is that the withdrawal that appears to have triggered this problem was not completed. Binance’s personal bot said that the withdrawal request was rejected and that the funds can be returned to my Binance account. The rejection purpose shown was that the withdrawal handle was not supported by Binance. Subsequently, this grievance shouldn't be a few completed outgoing transaction. It's about Binance continuing to restrict my account and funds after a rejected withdrawal attempt the place no funds have been despatched.

Binance’s personal messages additionally created multiple expectations that have been later not respected. The primary automated message stated to permit 24 hours for investigation and said that account performance can be restored if there were no safety considerations or Terms of Use issues. Later, help modified this to up to 30 days, then 30 working days, then round 7 Might, then no actual timeframe. On 12 April, I was even advised that the evaluation was in its “remaining levels” and had been expedited. But weeks later, I used to be still receiving the same generic replies with no remaining choice.

The 7 Might expectation was not my misunderstanding. Binance Help explicitly informed me that the evaluate started on 27 March and ought to be concluded round 7 Might. Another agent later stated, “You may be given an update on Might seventh.” On 6 Might, I requested whether or not I ought to anticipate an e-mail or reply the subsequent day, and help replied: “Sure, as the agent stated on the seventh, you must anticipate an e mail, if not, you possibly can reach out.” On 7 Might, no e-mail, app notification, or meaningful replace was offered.

A very regarding example occurred when CS Tom stated he was checking with the supervisor group, later said that the workforce had “virtually completed it,” and then stated he had acquired a reply from the staff. As an alternative of providing that reply or a written replace, I was transferred once more to another queue. This is precisely the sample I'm complaining about: brokers say they are checking, reviewing, escalating, or receiving inner replies, but the consumer still receives no actual answer.

Binance’s personal bot additionally acknowledged that the case had taken “longer than anticipated to resolve” and provided a “Hasten” option to expedite the case. Nevertheless, after using escalation/hasten choices and being advised a number of occasions that my case was prioritized, expedited, or escalated, I still acquired no escalation reference, no grievance reference, no accountable division, no deadline, and no last determination.

I HAVE ATTACHED THE FULL CONVESATION HISTORY EXPORT SO THAT ALL OF YOU CAN READ IT: https://pastes.io/Szt1mPVb

TLDR;

Binance Help’s handling has additionally felt deeply unprofessional and adversarial. As an alternative of appearing like a help workforce making an attempt to assist a customer resolve an account situation, the communication has typically felt like I'm dealing with an opposing get together in a dispute. Agents repeatedly give obscure, defensive, and generic replies, avoid direct procedural questions, and provide inconsistent info without taking duty for the results. In my case, Binance Help clearly created expectations that later turned out to be false or unreliable, together with the 24-hour message, the 30-day / 30-working-day timeframe, and the precise 7 Might update expectation. When those expectations weren't met, help didn't explain why, did not present a corrective replace, and didn't supply a sensible subsequent step. As an alternative of guiding me by means of what I have to do to resolve the restriction, help repeatedly tells me to wait whereas additionally saying no motion is required from me. This makes the method really feel hostile and closed off, as if Binance is protecting itself from accountability quite than serving to me regain access to my funds or perceive the right decision path.

I also need to increase a grievance about Binance’s grievance process itself. Binance says complaints have to be submitted via the Help Middle or stay chat, yet the chat has an 800-character limit. For a critical case involving restricted funds, a number of error codes, contradictory timelines, several case IDs, and weeks of poor communication, this restrict makes it virtually unimaginable to submit an entire formal grievance in a single coherent message. I think about it unreasonable and procedurally unfair that Binance directs customers to file complaints by means of chat while limiting the grievance area so severely that customers should cut up a proper grievance into many fragments. This creates an actual danger that the grievance just isn't correctly recorded, not read in full, or handled as unusual chat messages somewhat than an official grievance.