Formal complaint

I'm submitting a proper 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 identical ongoing account restriction, repeated help transfers, missed 7 Might replace, and unresolved withdrawal concern.

Please deal with this message as an official grievance and provide written acknowledgement inside two enterprise days, together with a customized grievance reference number, as said in Binance’s grievance process.

This grievance considerations the restriction of my Binance account, the extended incapability 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 attempt. The withdrawal didn't undergo and no funds have been sent to the destination handle, however 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
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 beneath evaluation. I understand that Binance might conduct compliance, AML, safety, or risk-control evaluations. I am 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 decision path whereas my funds remain inaccessible.

Binance Help has given inconsistent and altering timelines. At first, the restriction appeared short-term and I was shown or advised that it might take round 24 hours. After that handed, I was advised the evaluate might take as much as 30 days. Later, it turned 30 working days. Then I used to be informed that the assessment began on 27 March and ought to be concluded around 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 should anticipate an e-mail or answer on 7 Might, or reach out if I didn't receive one.

I asked:

“Tomorrow I can anticipate an e mail or some answer concerning the evaluation proper?”

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 reach out.”

On 7 Might, I acquired no e-mail, no app notification, and no meaningful replace. Once I contacted help, I used to be only advised that there were no updates and that my account would stay restricted while 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 previously communicated timeline was not revered.

I have repeatedly requested Binance whether something is required from me, together with:

further id verification;
source-of-funds proof;
source-of-wealth proof;
wallet possession proof;
an evidence of the rejected withdrawal;
any supporting paperwork;
any clarification needed to complete the evaluation.

I have repeatedly said that I am 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 entry to my funds while providing no remaining determination, no doc request, no dependable timeframe, no formal grievance reference, and no clear written next step.

This creates a circular and unfair process:

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 evaluation will finish.
Help says there isn't any timeframe.
I ask for the subsequent step.
Help repeats that I need to wait.

This is not a significant resolution path.

The communication from Binance Help has also been extremely poor. I've been transferred between many brokers, including however not limited to Gofy, Lydia, Julius, Bree, Recel, Jeremy, Nesrine, Kelvin, Skander, Yanis, Tom, and others. Agents repeatedly ask me to attend 5–10 minutes, 10–15 minutes, or 15–25 minutes while they evaluation the same historical past. After that, I typically obtain the identical generic answer, one other switch, or the conversation is closed or deserted and not using a concrete answer.

A number of occasions, I used to be informed that my case was being transferred to a specialist or relevant group, with an expected response inside 5–15 minutes, however I waited much longer without receiving an actual replace. In some situations, an agent advised me to attend whereas they checked the case, then the chat later showed that I was being related to another agent again, suggesting that the earlier agent left or disconnected without correctly addressing the difficulty.

CS Julius specifically advised me to wait whereas he checked the difficulty, but then the conversation moved again into one other transfer/agent movement 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 division;
handled by an account handler.

Nevertheless, none of this has resulted in a concrete written update, escalation reference, responsible division, deadline, last determination, 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/evaluate 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 expected timeframe. Regardless of that, I nonetheless haven't been given a dependable timeline, rationalization of delay, or practical decision path.

I have additionally requested primary procedural questions that are not confidential investigation details, including:

What's the legal Binance entity answerable for my account?
What regulator or authority handles complaints about my account?
Can I receive a formal grievance reference number?
Is anything required from me?
If nothing is required from me, has the evaluate staff been asked to make a last determination or provide a written subsequent step?
If Binance not needs to offer providers to me, what's the offboarding course of so I can withdraw my remaining funds?

These are primary procedural and complaint-handling questions. They don't require Binance to reveal confidential AML or investigation particulars. A platform proscribing entry to consumer funds ought to have the ability to provide a grievance reference, responsible entity, grievance process, regulator info, and a transparent subsequent step.

I'm requesting one of many following resolutions:

1. Instantly restore my withdrawal perform and allow me to withdraw my funds; or
2. If Binance requires info from me, present a transparent written request for the precise paperwork, verification, rationalization, source-of-funds proof, pockets ownership 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 update explaining the current stage of the evaluation, why the 7 Might replace was not offered, and the anticipated next step.

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

1. Written acknowledgement that that is now registered as an official grievance;
2. A customized grievance reference number;
3. Confirmation of the legal Binance entity chargeable for my account;
4. Affirmation of the related regulator or external grievance body for my account;
5. Affirmation of the expected timeline for Binance’s ultimate grievance response beneath its grievance process;
6. Confirmation that submitting this grievance won't pause, delay, or negatively affect 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'm asking for procedural equity, a proper grievance course of, an actual written replace, and a sensible decision path.

Retaining my funds restricted for this long whereas providing inconsistent timelines, no requested action from me, no ultimate choice, no grievance reference, repeated generic replies, repeated transfers, and no dependable path to resolution just isn't acceptable.

Please don't respond with another generic message similar to “your case is underneath evaluation” or “please wait patiently.” That is precisely the difficulty being complained about.

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

An extra essential level is that the withdrawal that seems to have triggered this situation 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 tackle was not supported by Binance. Subsequently, this grievance just isn't a few accomplished outgoing transaction. It's about Binance continuing to restrict my account and funds after a rejected withdrawal attempt where no funds have been sent.

Binance’s own messages also 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 have been no security 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 used to be even advised that the evaluation was in its “ultimate levels” and had been expedited. Yet weeks later, I was 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 evaluation started on 27 March and ought to be concluded round 7 Might. One other agent later stated, “You may be given an replace on Might seventh.” On 6 Might, I requested whether I ought to anticipate an e-mail or reply the subsequent day, and help replied: “Sure, because the agent stated on the 7th, it is best to anticipate an e mail, if not, you possibly can attain out.” On 7 Might, no e mail, app notification, or meaningful replace was offered.

A very concerning instance occurred when CS Tom stated he was checking with the supervisor group, later said that the workforce had “virtually accomplished it,” and then stated he had acquired a reply from the workforce. As an alternative of providing that reply or a written update, I was transferred once more to a different queue. This is exactly the pattern I am complaining about: brokers say they're checking, reviewing, escalating, or receiving inner replies, however the consumer still receives no actual answer.

Binance’s own bot also 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 options and being advised a number of occasions that my case was prioritized, expedited, or escalated, I nonetheless acquired no escalation reference, no grievance reference, no responsible division, no deadline, and no ultimate 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 dealing with has also felt deeply unprofessional and adversarial. As an alternative of appearing like a help staff making an attempt to assist a buyer resolve an account problem, the communication has typically felt like I'm coping with an opposing social gathering in a dispute. Brokers 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 replace expectation. When those expectations were not met, help did not clarify why, did not present a corrective update, and didn't supply a sensible subsequent step. As an alternative of guiding me via 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 process feel hostile and closed off, as if Binance is defending itself from accountability fairly than helping me regain entry 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 by way of the Help Middle or stay chat, but the chat has an 800-character limit. For a critical case involving restricted funds, multiple error codes, contradictory timelines, a number of case IDs, and weeks of poor communication, this restrict makes it virtually inconceivable to submit an entire formal grievance in a single coherent message. I think about it unreasonable and procedurally unfair that Binance directs users to file complaints by way of chat while 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 isn't properly recorded, not read in full, or handled as abnormal chat messages moderately than an official grievance.