Formal complaint

I'm filing a formal grievance beneath Binance’s official Grievance Procedures.

This grievance considerations the following associated Binance case IDs: #159471088, #160999529, #161112218, and #161115300. These case IDs relate to the same ongoing account restriction, repeated help transfers, missed 7 Might update, and unresolved withdrawal challenge.

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

This grievance considerations the restriction of my Binance account, the extended lack of ability to withdraw my funds, and Binance Help’s dealing with, communication, and grievance process.

My account has been restricted since 27 March after a rejected USDC withdrawal try. The withdrawal didn't undergo and no funds have been despatched to the destination handle, but my account has remained restricted since then.

Because the restriction began, I've seen a number of account/perform restriction messages and codes, together with but not restricted to:

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

The difficulty isn't only that my account is beneath assessment. I perceive that Binance might conduct compliance, AML, safety, or risk-control evaluations. I'm not asking Binance to reveal confidential investigation particulars. My grievance is concerning the lack of procedural fairness, inconsistent communication, repeated failure to offer a meaningful replace, and lack of a clear decision path while my funds remain inaccessible.

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

On 6 Might, Binance Help particularly confirmed that I ought to anticipate an e-mail or reply on 7 Might, or attain out if I didn't obtain one.

I requested:

“Tomorrow I can anticipate an e mail or some answer concerning the assessment right?”

Help replied:

“Yes, as the agent stated on the 7th, it is best to anticipate an e-mail, if not, you'll be able to attain out.”

On 7 Might, I acquired no e mail, no app notification, and no significant replace. Once I contacted help, I used to be only advised that there have been no updates and that my account would stay restricted whereas the assessment continued.

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

I have repeatedly requested Binance whether or not anything is required from me, together with:

further id verification;
source-of-funds proof;
source-of-wealth proof;
pockets possession proof;
an evidence of the rejected withdrawal;
any supporting paperwork;
any clarification wanted to complete the evaluate.

I've repeatedly said that I'm absolutely prepared to cooperate instantly. Binance Help has repeatedly advised me that no motion is required from my aspect. Nevertheless, Binance continues to restrict my access to my funds whereas offering no ultimate choice, no document request, no dependable timeframe, no formal grievance reference, and no clear written subsequent step.

This creates a round and unfair course of:

The Binance app tells me to contact Customer Help.
Customer Help tells me they can't provide details and that I need to wait.
I ask what action is required from me.
Help says no action is required.
I ask when the assessment will finish.
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 decision path.

The communication from Binance Help has also been extremely poor. I've been transferred between many brokers, including but not limited to Gofy, Lydia, Julius, Bree, Recel, Jeremy, Nesrine, Kelvin, Skander, Yanis, Tom, and others. Agents repeatedly ask me to wait 5–10 minutes, 10–15 minutes, or 15–25 minutes while they evaluate the same history. After that, I typically obtain the identical generic answer, another switch, or the dialog is closed or abandoned with no concrete reply.

A number of occasions, I was informed that my case was being transferred to a specialist or relevant group, with an anticipated response inside 5–15 minutes, but I waited for much longer with out receiving a real update. In some situations, an agent informed me to attend while they checked the case, then the chat later showed that I was being related to another agent once more, suggesting that the earlier agent left or disconnected with out correctly addressing the difficulty.

CS Julius specifically informed me to attend while he checked the difficulty, however then the conversation moved back into one other switch/agent move without the promised substantive response. This has occurred repeatedly with totally different brokers. I contemplate this unprofessional and unacceptable grievance handling.

Binance Help has repeatedly informed me that the case is:

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

Nevertheless, none of this has resulted in a concrete written replace, escalation reference, responsible division, deadline, remaining determination, doc request, or precise subsequent step. If the case has genuinely been escalated or prioritized, I request written affirmation of what meaning procedurally and what stage the grievance/evaluation is at present at.

One help message even said that my case has taken “longer than anticipated,” which confirms that Binance is aware 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 additionally requested primary procedural questions that are not confidential investigation particulars, including:

What's the legal Binance entity chargeable for my account?
What regulator or authority handles complaints about my account?
Can I obtain a formal grievance reference quantity?
Is anything required from me?
If nothing is required from me, has the assessment workforce been requested to make a ultimate determination or present a written next 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 particulars. A platform proscribing entry to consumer funds should be capable of present a grievance reference, accountable entity, grievance process, regulator info, and a transparent next step.

I'm requesting one of many following resolutions:

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

I'm additionally requesting the next complaint-handling info:

1. Written acknowledgement that this is now registered as an official grievance;
2. A customized grievance reference number;
3. Affirmation of the authorized Binance entity chargeable for my account;
4. Confirmation of the relevant regulator or exterior grievance body for my account;
5. Confirmation of the expected timeline for Binance’s ultimate grievance response underneath its grievance process;
6. Affirmation that submitting this grievance won't pause, delay, or negatively affect the continued account evaluation;
7. Affirmation whether something is required from me at this stage.

For readability, I'm not asking for confidential investigation particulars. I'm asking for procedural equity, a proper grievance course of, an actual written replace, and a sensible decision path.

Preserving my funds restricted for this lengthy whereas providing inconsistent timelines, no requested motion from me, no ultimate choice, no grievance reference, repeated generic replies, repeated transfers, and no reliable path to decision shouldn't be acceptable.

Please don't respond with another generic message akin to “your case is beneath evaluate” or “please wait patiently.” That's precisely 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 essential level is that the withdrawal that seems to have triggered this concern was not accomplished. Binance’s own bot said that the withdrawal request was rejected and that the funds can be returned to my Binance account. The rejection purpose proven was that the withdrawal handle was not supported by Binance. Subsequently, this grievance just isn't a few accomplished outgoing transaction. It is about Binance persevering with to restrict my account and funds after a rejected withdrawal attempt where no funds have been despatched.

Binance’s personal messages also created a number of expectations that have been later not respected. The first automated message stated to allow 24 hours for investigation and said that account functionality can be restored if there have been no security considerations or Terms of Use issues. Later, help changed this to as much as 30 days, then 30 working days, then around 7 Might, then no actual timeframe. On 12 April, I was even advised that the evaluation was in its “last levels” and had been expedited. Yet 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 advised me that the evaluation started on 27 March and must be concluded round 7 Might. One other agent later stated, “You'll be given an update on Might 7th.” On 6 Might, I requested whether or not I should anticipate an e mail or answer the subsequent day, and help replied: “Sure, as the agent stated on the seventh, it is best to anticipate an e mail, if not, you'll be able to reach out.” On 7 Might, no e-mail, app notification, or significant update was offered.

A particularly regarding instance occurred when CS Tom stated he was checking with the supervisor workforce, later said that the staff had “virtually accomplished it,” and then stated he had acquired a reply from the workforce. As an alternative of offering that reply or a written replace, I used to be transferred again to a different queue. This is precisely the pattern I'm complaining about: brokers say they are checking, reviewing, escalating, or receiving inner replies, however 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” choice to expedite the case. Nevertheless, after using escalation/hasten options and being informed several occasions that my case was prioritized, expedited, or escalated, I still acquired no escalation reference, no grievance reference, no responsible department, no deadline, and no ultimate choice.

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 help a customer resolve an account concern, the communication has typically felt like I'm coping 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, including the 24-hour message, the 30-day / 30-working-day timeframe, and the precise 7 Might replace expectation. When these expectations weren't met, help did not clarify why, did not provide a corrective update, and did not supply a practical subsequent step. As an alternative of guiding me by way of what I have to do to resolve the restriction, help repeatedly tells me to attend while also saying no action is required from me. This makes the method really feel hostile and closed off, as if Binance is protecting itself from accountability somewhat than serving to me regain access to my funds or perceive the right resolution path.

I also need to increase a grievance about Binance’s grievance process itself. Binance says complaints have to be submitted by means of the Help Middle or reside chat, yet the chat has an 800-character restrict. For a critical case involving restricted funds, multiple error codes, contradictory timelines, a number of case IDs, and weeks of poor communication, this limit makes it virtually inconceivable to submit an entire formal grievance in one coherent message. I contemplate it unreasonable and procedurally unfair that Binance directs users to file complaints by way of chat whereas limiting the grievance area so severely that users must cut up a proper grievance into many fragments. This creates a real danger that the grievance is just not correctly recorded, not read in full, or handled as abnormal chat messages moderately than an official grievance.