Formal complaint

I am filing a proper 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 concern.

Please deal with this message as an official grievance and supply written acknowledgement within two enterprise days, including a customized grievance reference number, 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 handling, communication, and grievance process.

My account has been restricted since 27 March after a rejected USDC withdrawal attempt. The withdrawal did not go through and no funds have been sent to the destination tackle, 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 however not restricted to:

RW00218 withdrawal restriction
RW00142 withdrawal restriction
RW00270 risk-control / withdrawal restriction
Pay service briefly restricted
promote perform briefly suspended
withdrawal restriction as a result of Terms of Use
messages stating that my account may be at risk
messages stating that withdrawals are restricted as a result of risk-control protocols

The difficulty is just not solely that my account is underneath evaluation. I understand that Binance might conduct compliance, AML, security, or risk-control critiques. I'm not asking Binance to disclose confidential investigation details. 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 whereas my funds remain inaccessible.

Binance Help has given inconsistent and altering timelines. At first, the restriction appeared momentary and I used to be proven 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 evaluate started on 27 March and ought to 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 specifically confirmed that I should anticipate an e-mail or reply on 7 Might, or attain out if I did not obtain one.

I asked:

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

Help replied:

“Yes, because the agent stated on the seventh, you must anticipate an e mail, if not, you possibly can reach out.”

On 7 Might, I acquired no e mail, no app notification, and no significant update. Once I contacted help, I used to be only informed that there were no updates and that my account would stay restricted whereas the evaluate continued.

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

I have repeatedly requested Binance whether anything is required from me, including:

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

I've repeatedly said that I am absolutely prepared to cooperate immediately. Binance Help has repeatedly advised me that no action is required from my aspect. Nevertheless, Binance continues to limit my entry to my funds whereas offering no remaining choice, no document request, no reliable 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 Buyer 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 isn't a significant decision path.

The communication from Binance Help has additionally 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. Brokers repeatedly ask me to attend 5–10 minutes, 10–15 minutes, or 15–25 minutes whereas they evaluation the same historical past. After that, I typically obtain the same generic answer, another switch, or the conversation is closed or deserted with no concrete reply.

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

CS Julius particularly advised me to attend whereas he checked the difficulty, but then the conversation moved again into one other switch/agent move with out the promised substantive response. This has happened 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;
sent to a specialist;
despatched 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, remaining determination, document request, or actual 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 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 expected timeframe. Regardless of that, I nonetheless haven't been given a dependable timeline, rationalization of delay, or practical resolution path.

I have also asked primary procedural questions that are not confidential investigation details, together with:

What is the authorized Binance entity chargeable for my account?
What regulator or authority handles complaints about my account?
Can I obtain a proper grievance reference quantity?
Is anything required from me?
If nothing is required from me, has the evaluate staff been requested to make a remaining 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 reveal 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 am 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, present a transparent written request for the precise paperwork, verification, rationalization, source-of-funds proof, wallet possession proof, or clarification wanted; 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 evaluation, why the 7 Might replace was not offered, and the expected subsequent 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 legal Binance entity answerable for my account;
4. Confirmation of the related regulator or exterior grievance body for my account;
5. Affirmation of the expected timeline for Binance’s last grievance response underneath its grievance process;
6. Confirmation that submitting this grievance won't pause, delay, or negatively affect the continued account evaluation;
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 course of, a real written replace, and a practical resolution path.

Retaining my funds restricted for this lengthy whereas offering inconsistent timelines, no requested motion from me, no last choice, no grievance reference, repeated generic replies, repeated transfers, and no dependable path to resolution isn't acceptable.

Please do not reply with one other generic message comparable to “your case is underneath evaluation” or “please wait patiently.” That is exactly the difficulty being complained about.

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

An extra necessary point is that the withdrawal that seems to have triggered this situation was not completed. Binance’s own bot said that the withdrawal request was rejected and that the funds can be returned to my Binance account. The rejection cause proven was that the withdrawal tackle was not supported by Binance. Subsequently, this grievance is just not a few accomplished outgoing transaction. It's about Binance continuing to limit my account and funds after a rejected withdrawal try the place no funds have been sent.

Binance’s own messages also created a number of expectations that have been later not revered. The primary automated message stated to allow 24 hours for investigation and said that account performance can be restored if there have been no safety considerations or Phrases of Use points. 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 used to be even advised that the assessment was in its “ultimate levels” and had been expedited. But weeks later, I used to be still receiving the same generic replies with no last choice.

The 7 Might expectation was not my misunderstanding. Binance Help explicitly advised me that the assessment began on 27 March and ought to be concluded around 7 Might. One other 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 answer the subsequent day, and help replied: “Sure, as the agent stated on the 7th, you need 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 example occurred when CS Tom stated he was checking with the supervisor group, later said that the group 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 update, I was transferred again to another queue. That is exactly the pattern I am complaining about: agents say they're checking, reviewing, escalating, or receiving inner replies, but the consumer still receives no precise reply.

Binance’s personal 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 choices and being advised several 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 remaining 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 dealing with has also felt deeply unprofessional and adversarial. As an alternative of appearing like a help group making an attempt to assist a buyer resolve an account concern, the communication has typically felt like I am 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 update expectation. When those expectations were not met, help didn't explain why, didn't provide a corrective replace, and did not 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 also saying no motion is required from me. This makes the method feel hostile and closed off, as if Binance is protecting itself from accountability fairly than helping me regain entry to my funds or perceive the right resolution path.

I additionally need to increase a grievance about Binance’s grievance course of itself. Binance says complaints have to be submitted by means of the Help Middle or stay chat, yet the chat has an 800-character restrict. For a critical case involving restricted funds, multiple error codes, contradictory timelines, several case IDs, and weeks of poor communication, this limit makes it virtually unattainable to submit an entire formal grievance in one coherent message. I think about it unreasonable and procedurally unfair that Binance directs customers to file complaints via chat whereas limiting the grievance subject so severely that users must cut up a proper grievance into many fragments. This creates a real danger that the grievance isn't correctly recorded, not learn in full, or handled as peculiar chat messages quite than an official grievance.