BNB Reddit Mentions | ChartExchange

The etoro response ⬇️
Following a careful review of your case and your account, I understand that your complaint relates to the USDC deposit of **1,334.81619704 USDC** that was sent to your eToro Crypto Wallet via the **BNB Smart Chain (BEP-20)** network instead of the supported **Ethereum (ERC-20)** network.
You explained that the funds remain publicly visible on the blockchain at the destination address generated by eToro and believe that every possible technical recovery option should be explored. Specifically, you requested confirmation of whether your case was reviewed by our Custody technical team and custody provider, whether either party has the technical ability to control the destination address on the BNB Smart Chain network, whether the funds could be manually returned to your originating Binance address, and whether your case was handled as an official complaint. You also requested additional information regarding our custody arrangements, record preservation, and the possibility of future recovery should our infrastructure change.
After carefully reviewing your concerns, we would like to share our findings.
Your case and the transaction details you provided were reviewed as part of our investigation. The destination address assigned to your account is intended to receive deposits via the Ethereum (ERC-20) network only. While addresses may share the same format across EVM-compatible blockchains, this does not mean that assets transferred over unsupported networks can be accessed through our custody infrastructure.
The current infrastructure does not support initiating or signing transactions on the BNB Smart Chain network from the destination address associated with your account. Consequently, we are currently unable to execute a transaction to return the assets to your originating Binance address or to any other external wallet, as the funds were never received in our system.
We understand that your request is not for the assets to be credited to your eToro Wallet, but rather to be returned to the originating address. This scenario was specifically considered during our review. However, due to the technical limitations of the custody infrastructure currently in place, we are unable to initiate such a transaction.
We are also unable to provide internal technical assessments, internal reference numbers, or documentation relating to our custody provider's review, as these form part of our internal operational processes. For security and confidentiality reasons, we are likewise unable to facilitate direct communication between clients and our custody provider. Client communications regarding custody services are managed directly by eToro.
Regarding your request for information about our custody policy, the applicable provisions governing supported cryptoassets, supported networks, and unsupported transfers are contained within eToro's Terms and Conditions and other published legal documentation. We are unable to provide internal custody documentation beyond those publicly available materials.
Finally, we confirm that the records associated with your complaint will be retained in accordance with our applicable record-keeping obligations. We have also recorded your request to be notified should future technological developments make recovery possible. While we cannot commit to monitoring future infrastructure changes or proactively notifying clients, your request has been noted on your case.
**Our conclusion**
Having carefully reviewed your complaint and consulted with the relevant technical teams, we have found no basis to change our previous decision. As the assets were transferred via an unsupported blockchain network and our custody infrastructure does not support signing transactions on the BNB Smart Chain network from the destination address, we are unable to recover or return the funds.
We appreciate that this outcome is disappointing. However, we are satisfied that your complaint has been thoroughly investigated and that our conclusions accurately reflect the technical limitations applicable to this transaction.
We would like to assure you that we have done everything we can to find the most satisfactory resolution to your complaint and have treated your case with the utmost fairness and professionalism.
Please consider this letter to be our final response.
Please also find details of our Complaints Procedure below.
Should you feel that your complaint has not been resolved satisfactorily, as a client of eToro (Europe) Ltd, regulated by CySEC, you have the option to refer your complaint to the Cyprus Financial Ombudsman Service within four (4) months of the date of this final response.
The Financial Ombudsman Service is an independent organization established to resolve disputes between financial institutions and their customers. Please note that the Financial Ombudsman will not consider a complaint until we have had the opportunity to address it.
**Financial Ombudsman Service**
Email: [complaints@financialombudsman.gov.cy](mailto:complaints@financialombudsman.gov.cy)
Website: [https://www.financialombudsman.gov.cy/](https://www.financialombudsman.gov.cy/)
15 Kypranoros, 1061 Nicosia
P.O. Box 26722, 1647 Nicosia
Telephone: +357 22848900

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