Formal complaint

I am filing 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 same ongoing account restriction, repeated help transfers, missed 7 Might update, and unresolved withdrawal concern.

Please deal with this message as an official grievance and provide written acknowledgement inside two business 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 prolonged lack of ability 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 try. The withdrawal didn't go through and no funds have been sent to the vacation spot tackle, but my account has remained restricted since then.

Because the restriction started, I have seen several 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 may be in danger
messages stating that withdrawals are restricted resulting from risk-control protocols

The difficulty shouldn't be only that my account is underneath evaluation. I understand that Binance might conduct compliance, AML, safety, or risk-control critiques. I am not asking Binance to disclose 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 resolution path while my funds stay inaccessible.

Binance Help has given inconsistent and altering timelines. At first, the restriction appeared short-term and I was proven or informed that it might take round 24 hours. After that passed, I was informed the evaluation might take up to 30 days. Later, it turned 30 working days. Then I was 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 specifically confirmed that I ought to anticipate an e mail or reply on 7 Might, or attain out if I didn't receive one.

I asked:

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

Help replied:

“Sure, 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 significant replace. Once I contacted help, I was solely advised 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 clear expectation of an update on 7 Might, failed to offer it, after which refused to elucidate why the beforehand 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 wanted to finish the evaluate.

I've repeatedly said that I am absolutely prepared to cooperate instantly. Binance Help has repeatedly informed me that no action is required from my aspect. Nevertheless, Binance continues to limit my entry to my funds whereas offering no ultimate determination, no document request, no reliable timeframe, no formal grievance reference, and no clear written subsequent step.

This creates a circular and unfair course of:

The Binance app tells me to contact Buyer Help.
Customer Help tells me they can't present particulars and that I need to wait.
I ask what motion is required from me.
Help says no action is required.
I ask when the evaluate will end.
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 additionally been extremely poor. I have been transferred between many brokers, including however not restricted 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 identical historical past. After that, I typically obtain the same generic answer, one other transfer, or the dialog is closed or deserted and not using a concrete reply.

Several occasions, I used to be informed that my case was being transferred to a specialist or related 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 while they checked the case, then the chat later confirmed that I was being related to a different agent again, suggesting that the previous agent left or disconnected with out correctly addressing the difficulty.

CS Julius specifically advised me to attend while he checked the difficulty, but then the conversation moved again into one other switch/agent circulate with out the promised substantive response. This has happened repeatedly with totally different agents. I think about this unprofessional and unacceptable grievance handling.

Binance Help has repeatedly advised me that the case is:

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

Nevertheless, none of this has resulted in a concrete written replace, escalation reference, accountable department, deadline, last determination, doc 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/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 resolution path.

I've additionally asked primary procedural questions that aren't confidential investigation details, including:

What is the authorized Binance entity answerable for my account?
What regulator or authority handles complaints about my account?
Can I receive a proper grievance reference number?
Is anything required from me?
If nothing is required from me, has the assessment group been asked to make a last choice 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 disclose confidential AML or investigation particulars. A platform proscribing access to consumer funds ought to have the ability to provide a grievance reference, accountable entity, grievance course of, regulator info, and a clear subsequent step.

I am 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, provide a clear written request for the precise documents, verification, rationalization, source-of-funds proof, pockets ownership 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. Provide a written procedural replace explaining the current stage of the evaluation, why the 7 Might replace was not offered, and the expected next step.

I'm also 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. Confirmation of the legal Binance entity liable for my account;
4. Affirmation of the related regulator or exterior grievance body for my account;
5. Confirmation of the anticipated timeline for Binance’s remaining grievance response beneath its grievance procedure;
6. Confirmation that filing this grievance won't pause, delay, or negatively affect the continued account evaluate;
7. Confirmation whether something is required from me at this stage.

For clarity, I am not asking for confidential investigation particulars. I am asking for procedural equity, a formal grievance course of, a real written update, and a practical resolution path.

Holding my funds restricted for this long whereas providing inconsistent timelines, no requested action from me, no ultimate determination, no grievance reference, repeated generic replies, repeated transfers, and no dependable path to decision is just not acceptable.

Please do not respond with one other 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 formal grievance and supply the grievance reference quantity and written acknowledgement within two business days.

An extra necessary level is that the withdrawal that appears 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 shown was that the withdrawal tackle was not supported by Binance. Subsequently, this grievance just isn't a few completed outgoing transaction. It's about Binance persevering with to restrict my account and funds after a rejected withdrawal attempt the place no funds have been despatched.

Binance’s own messages also created a number of expectations that have been later not revered. 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 points. Later, help modified this to as much as 30 days, then 30 working days, then round 7 Might, then no actual timeframe. On 12 April, I used to be even informed that the evaluate was in its “ultimate levels” and had been expedited. Yet weeks later, I used to be nonetheless receiving the same generic replies with no last choice.

The 7 Might expectation was not my misunderstanding. Binance Help explicitly informed me that the assessment began on 27 March and must be concluded around 7 Might. Another agent later stated, “You'll be given an update on Might 7th.” On 6 Might, I asked 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 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 staff had “virtually accomplished it,” after which stated he had acquired a reply from the workforce. As an alternative of providing that reply or a written replace, I used to be transferred once more to another queue. This is precisely the pattern I am complaining about: brokers say they are checking, reviewing, escalating, or receiving inner replies, but the consumer nonetheless 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 utilizing escalation/hasten choices 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 department, no deadline, and no remaining 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 also felt deeply unprofessional and adversarial. As an alternative of appearing like a help group making an attempt to help a buyer resolve an account problem, the communication has typically felt like I'm dealing with an opposing celebration in a dispute. Brokers repeatedly give obscure, defensive, and generic replies, avoid direct procedural questions, and supply inconsistent info with out 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 those expectations were not met, help did not clarify why, did not present a corrective replace, and didn't supply a sensible next 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 feel hostile and closed off, as if Binance is defending itself from accountability relatively than helping me regain access to my funds or understand 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 reside chat, but 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 restrict makes it virtually unimaginable to submit an entire formal grievance in one coherent message. I contemplate it unreasonable and procedurally unfair that Binance directs customers to file complaints by way of chat while limiting the grievance subject so severely that users must cut up a proper grievance into many fragments. This creates an actual danger that the grievance just isn't properly recorded, not learn in full, or handled as odd chat messages slightly than an official grievance.