Formal complaint

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

This grievance considerations the following related 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 supply written acknowledgement inside two business 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 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 go through and no funds have been despatched to the vacation spot handle, but my account has remained restricted since then.

Because the restriction started, I've 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
promote perform briefly suspended
withdrawal restriction on account of Phrases of Use
messages stating that my account may be at risk
messages stating that withdrawals are restricted resulting from risk-control protocols

The difficulty isn't only that my account is beneath evaluate. I perceive 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 fairness, inconsistent communication, repeated failure to offer a significant update, and lack of a clear decision path while 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 handed, I was 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 began on 27 March and must be concluded round 7 Might. Later, I was advised 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 did not obtain one.

I requested:

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

Help replied:

“Yes, as the agent stated on the 7th, you must 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 meaningful replace. Once I contacted help, I was solely advised that there were no updates and that my account would remain restricted while the assessment continued.

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

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

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 finish 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 entry to my funds while providing no last determination, no doc 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.
Customer Help tells me they can't present details and that I need to wait.
I ask what motion is required from me.
Help says no motion is required.
I ask when the assessment 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 meaningful resolution path.

The communication from Binance Help has additionally been extremely poor. I have been transferred between many brokers, including but not restricted 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 while they evaluation the identical history. After that, I typically obtain the identical generic reply, one other switch, or the dialog is closed or abandoned with no concrete answer.

Several occasions, I used to be advised that my case was being transferred to a specialist or related workforce, with an expected response inside 5–15 minutes, but I waited for much longer with out 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 another agent again, suggesting that the previous agent left or disconnected with out correctly addressing the difficulty.

CS Julius specifically informed me to wait while he checked the difficulty, however then the dialog moved back into another switch/agent move without the promised substantive response. This has occurred repeatedly with totally different brokers. I think about this unprofessional and unacceptable grievance dealing with.

Binance Help has repeatedly informed me that the case is:

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

Nevertheless, none of this has resulted in a concrete written update, escalation reference, accountable division, deadline, last choice, 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 conscious this matter has exceeded the anticipated timeframe. Despite that, I still have not been given a dependable timeline, rationalization of delay, or practical resolution path.

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

What's the authorized Binance entity chargeable for my account?
What regulator or authority handles complaints about my account?
Can I receive a formal grievance reference number?
Is something required from me?
If nothing is required from me, has the evaluation workforce been requested to make a last choice or provide 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 do not require Binance to disclose confidential AML or investigation details. A platform proscribing access to consumer funds should have the ability to provide a grievance reference, responsible entity, grievance process, regulator info, and a transparent 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, provide a clear written request for the precise paperwork, verification, rationalization, source-of-funds proof, wallet ownership proof, or clarification wanted; or
3. If Binance not needs to offer providers to me, shut/offboard my account and supply a protected technique for me to withdraw my remaining funds; or
4. Present a written procedural replace explaining the present stage of the assessment, why the 7 Might replace was not offered, and the anticipated next step.

I am also requesting the next complaint-handling info:

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

For clarity, I'm not asking for confidential investigation details. I am asking for procedural fairness, a proper grievance process, a real written replace, and a practical decision path.

Holding my funds restricted for this long while providing inconsistent timelines, no requested action from me, no ultimate determination, no grievance reference, repeated generic replies, repeated transfers, and no reliable path to resolution isn't acceptable.

Please don't respond with another generic message reminiscent of “your case is underneath assessment” or “please wait patiently.” That is exactly the difficulty being complained about.

Please register this as a formal grievance and supply the grievance reference number and written acknowledgement within two business days.

An extra necessary point is that the withdrawal that appears to have triggered this problem 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 purpose proven was that the withdrawal handle was not supported by Binance. Subsequently, this grievance isn't a few completed outgoing transaction. It is about Binance continuing to limit my account and funds after a rejected withdrawal attempt where no funds have been sent.

Binance’s own messages additionally created multiple expectations that have been later not respected. The first automated message stated to permit 24 hours for investigation and said that account functionality can be restored if there have been no security considerations or Phrases 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 used to be even advised that the assessment was in its “remaining levels” and had been expedited. Yet weeks later, I was nonetheless receiving the identical generic replies with no last determination.

The 7 Might expectation was not my misunderstanding. Binance Help explicitly advised me that the assessment began on 27 March and must be concluded around 7 Might. Another agent later stated, “You'll be given an replace on Might seventh.” On 6 Might, I requested whether or not I should anticipate an e-mail or reply the subsequent day, and help replied: “Sure, because 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 meaningful update 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 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 used to be transferred again to another queue. That is precisely the pattern I'm complaining about: agents say they're checking, reviewing, escalating, or receiving inner replies, but the consumer nonetheless receives no actual reply.

Binance’s personal bot also 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 options and being informed a number of occasions that my case was prioritized, expedited, or escalated, I still acquired no escalation reference, no grievance reference, no accountable department, no deadline, and no last 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 additionally felt deeply unprofessional and adversarial. As an alternative of appearing like a help staff making an attempt to help a customer resolve an account difficulty, the communication has typically felt like I am dealing with an opposing celebration in a dispute. Agents 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 update expectation. When these expectations weren't met, help didn't clarify why, did not provide a corrective replace, and did not supply a sensible next step. As an alternative of guiding me via what I have to do to resolve the restriction, help repeatedly tells me to attend whereas also 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 somewhat than helping me regain entry to my funds or understand the right resolution path.

I also 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, but the chat has an 800-character limit. For a critical case involving restricted funds, a number of 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 one 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 subject so severely that customers must cut up a proper grievance into many fragments. This creates an actual danger that the grievance isn't correctly recorded, not learn in full, or treated as peculiar chat messages quite than an official grievance.