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 same ongoing account restriction, repeated help transfers, missed 7 Might replace, and unresolved withdrawal challenge.

Please deal with this message as an official grievance and provide written acknowledgement within 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 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 undergo and no funds have been despatched to the vacation spot tackle, but my account has remained restricted since then.

Because the restriction started, I have seen a number of account/perform restriction messages and codes, including 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 as a result of Terms of Use
messages stating that my account may be at risk
messages stating that withdrawals are restricted as a consequence of risk-control protocols

The difficulty isn't only that my account is beneath evaluation. I understand that Binance might conduct compliance, AML, safety, or risk-control critiques. I'm not asking Binance to disclose confidential investigation details. 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 while my funds remain inaccessible.

Binance Help has given inconsistent and changing timelines. At first, the restriction appeared short-term and I used to be shown or informed that it might take around 24 hours. After that passed, I was informed the evaluate might take as much as 30 days. Later, it turned 30 working days. Then I was advised 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 should anticipate an e-mail or reply on 7 Might, or reach out if I did not receive one.

I requested:

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

Help replied:

“Yes, as the agent stated on the 7th, you must 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 was only advised that there have been 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, after which refused to elucidate why the beforehand communicated timeline was not respected.

I've repeatedly asked Binance whether or not anything is required from me, together with:

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

I have repeatedly said that I am absolutely prepared to cooperate instantly. Binance Help has repeatedly advised me that no action is required from my aspect. Nevertheless, Binance continues to restrict my access to my funds whereas providing no last choice, no document request, no dependable timeframe, no formal grievance reference, and no clear written subsequent step.

This creates a circular and unfair process:

The Binance app tells me to contact Buyer Help.
Buyer Help tells me they can't provide particulars 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 isn't a meaningful resolution path.

The communication from Binance Help has additionally been extremely poor. I've been transferred between many agents, including however 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 whereas they evaluation the same history. After that, I typically receive the same generic reply, another transfer, or the dialog is closed or deserted and not using a concrete answer.

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

CS Julius particularly informed me to wait while he checked the difficulty, however then the dialog moved back into one other transfer/agent move with out 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 advised 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, remaining determination, document 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/evaluate is presently 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 have not been given a reliable timeline, rationalization of delay, or practical resolution path.

I've also asked primary procedural questions that aren't confidential investigation particulars, together with:

What's 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 assessment staff been asked to make a remaining determination or present a written next 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 be capable of provide a grievance reference, accountable entity, grievance course of, regulator info, and a clear subsequent 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 paperwork, verification, rationalization, source-of-funds proof, wallet possession proof, or clarification needed; or
3. If Binance not wishes to offer providers to me, shut/offboard my account and supply a protected technique for me to withdraw my remaining funds; or
4. Provide a written procedural replace explaining the present stage of the assessment, 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 quantity;
3. Confirmation of the authorized Binance entity answerable for my account;
4. Affirmation of the related 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 affect the continued account assessment;
7. Affirmation whether something is required from me at this stage.

For clarity, I'm not asking for confidential investigation details. I am asking for procedural equity, a proper grievance course of, an actual written replace, and a sensible resolution path.

Maintaining my funds restricted for this long whereas offering inconsistent timelines, no requested motion from me, no remaining choice, no grievance reference, repeated generic replies, repeated transfers, and no dependable path to decision isn't acceptable.

Please do not reply with one other generic message corresponding to “your case is beneath evaluation” or “please wait patiently.” That's precisely the difficulty being complained about.

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

An extra essential point is that the withdrawal that appears to have triggered this situation 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 cause shown was that the withdrawal tackle was not supported by Binance. Subsequently, this grievance isn't a few completed outgoing transaction. It's about Binance continuing to limit my account and funds after a rejected withdrawal try the place no funds have been despatched.

Binance’s own messages also created multiple expectations that have been later not revered. The primary automated message stated to allow 24 hours for investigation and said that account functionality can be restored if there were no security considerations or Terms of Use points. Later, help changed 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 informed that the evaluate was in its “last levels” and had been expedited. But weeks later, I used to be still receiving the same generic replies with no ultimate choice.

The 7 Might expectation was not my misunderstanding. Binance Help explicitly advised me that the evaluate began on 27 March and must be concluded round 7 Might. Another agent later stated, “You may be given an update on Might seventh.” On 6 Might, I asked whether I ought to anticipate an e-mail or reply the subsequent day, and help replied: “Sure, as the agent stated on the seventh, 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 particularly regarding instance occurred when CS Tom stated he was checking with the supervisor staff, later said that the group had “virtually accomplished it,” and then stated he had acquired a reply from the staff. As an alternative of offering that reply or a written update, I used to be transferred once more to another queue. That is exactly the sample I am complaining about: brokers say they are checking, reviewing, escalating, or receiving inner replies, however the consumer nonetheless 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 utilizing escalation/hasten options and being advised several 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 handling has additionally felt deeply unprofessional and adversarial. As an alternative of appearing like a help group making an attempt to assist a customer resolve an account problem, the communication has typically felt like I am coping with an opposing celebration in a dispute. Agents repeatedly give obscure, defensive, and generic replies, keep away from 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 these expectations weren't met, help didn't explain why, didn't present a corrective replace, and didn't supply a practical subsequent step. As an alternative of guiding me via what I have to do to resolve the restriction, help repeatedly tells me to attend while additionally saying no motion is required from me. This makes the process feel hostile and closed off, as if Binance is protecting itself from accountability somewhat 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 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 unattainable to submit an entire formal grievance in a single 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 customers must cut up a formal grievance into many fragments. This creates a real danger that the grievance just isn't properly recorded, not read in full, or handled as bizarre chat messages moderately than an official grievance.