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I am filing a formal complaint under Binance’s official Complaint Procedures.
Please treat this message as an official complaint and provide written acknowledgement within two business days, including a personalized complaint reference number, as stated in Binance’s complaint procedure.
This complaint concerns the restriction of my Binance account, the prolonged inability to withdraw my funds, and Binance Support’s handling, communication, and complaint process.
My account has been restricted since 27 March after a rejected USDC withdrawal attempt. The withdrawal did not go through and no funds were sent to the destination address, but my account has remained restricted since then.
Since the restriction began, I have seen several account/function restriction messages and codes, including but not limited to:
RW00218 withdrawal restriction
RW00142 withdrawal restriction
RW00270 risk-control / withdrawal restriction
Pay service temporarily restricted
sell function temporarily suspended
withdrawal restriction due to Terms of Use
messages stating that my account may be at risk
messages stating that withdrawals are restricted due to risk-control protocols
The issue is not only that my account is under review. I understand that Binance may conduct compliance, AML, security, or risk-control reviews. I am not asking Binance to disclose confidential investigation details. My complaint is about the lack of procedural fairness, inconsistent communication, repeated failure to provide a meaningful update, and lack of a clear resolution path while my funds remain inaccessible.
Binance Support has given inconsistent and changing timelines. At first, the restriction appeared temporary and I was shown or told that it could take around 24 hours. After that passed, I was told the review could take up to 30 days. Later, it became 30 working days. Then I was told that the review started on 27 March and should be concluded around 7 May. Later, I was told there was no exact timeframe and that it could take longer.
On 6 May, Binance Support specifically confirmed that I should expect an email or answer on 7 May, or reach out if I did not receive one.
I asked:
“Tomorrow I can expect an email or some answer about the review right?”
Support replied:
“Yes, as the agent said on the 7th, you should expect an email, if not, you can reach out.”
On 7 May, I received no email, no app notification, and no meaningful update. When I contacted support, I was only told that there were no updates and that my account would remain restricted while the review continued.
This is a central part of my complaint. Binance created a clear expectation of an update on 7 May, failed to provide it, and then refused to explain why the previously communicated timeline was not respected.
I have repeatedly asked Binance whether anything is required from me, including:
additional identity verification;
source-of-funds proof;
source-of-wealth proof;
wallet ownership proof;
an explanation of the rejected withdrawal;
any supporting documents;
any clarification needed to complete the review.
I have repeatedly stated that I am fully willing to cooperate immediately. Binance Support has repeatedly told me that no action is required from my side. However, Binance continues to restrict my access to my funds while providing no final decision, no document request, no reliable timeframe, no formal complaint reference, and no clear written next step.
This creates a circular and unfair process:
The Binance app tells me to contact Customer Support.
Customer Support tells me they cannot provide details and that I must wait.
I ask what action is required from me.
Support says no action is required.
I ask when the review will finish.
Support says there is no timeframe.
I ask for the next step.
Support repeats that I must wait.
This is not a meaningful resolution path.
The communication from Binance Support has also been extremely poor. I have been transferred between many agents, including but 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 while they review the same history. After that, I often receive the same generic answer, another transfer, or the conversation is closed or abandoned without a concrete answer.
Several times, I was told that my case was being transferred to a specialist or relevant team, with an expected response within 5–15 minutes, but I waited much longer without receiving a real update. In some instances, an agent told me to wait while they checked the case, then the chat later showed that I was being connected to another agent again, suggesting that the previous agent left or disconnected without properly addressing the issue.
CS Julius specifically told me to wait while he checked the issue, but then the conversation moved back into another transfer/agent flow without the promised substantive response. This has happened repeatedly with different agents. I consider this unprofessional and unacceptable complaint handling.
Binance Support has repeatedly told me that the case is:
escalated;
expedited;
prioritized;
sent to a specialist;
sent to the relevant department;
handled by an account handler.
However, none of this has resulted in a concrete written update, escalation reference, responsible department, deadline, final decision, document request, or actual next step. If the case has genuinely been escalated or prioritized, I request written confirmation of what that means procedurally and what stage the complaint/review is currently at.
One support message even stated that my case has taken “longer than anticipated,” which confirms that Binance is aware this matter has exceeded the expected timeframe. Despite that, I still have not been given a reliable timeline, explanation of delay, or practical resolution path.
I have also asked basic procedural questions that are not confidential investigation details, including:
What is the legal Binance entity responsible for my account?
What regulator or authority handles complaints about my account?
Can I receive a formal complaint reference number?
Is anything required from me?
If nothing is required from me, has the review team been asked to make a final decision or provide a written next step?
If Binance no longer wants to provide services to me, what is the offboarding process so I can withdraw my remaining funds?
These are basic procedural and complaint-handling questions. They do not require Binance to disclose confidential AML or investigation details. A platform restricting access to user funds should be able to provide a complaint reference, responsible entity, complaint process, regulator information, and a clear next step.
I am requesting one of the following resolutions:
1. Immediately restore my withdrawal function and allow me to withdraw my funds; or
2. If Binance requires information from me, provide a clear written request for the specific documents, verification, explanation, source-of-funds proof, wallet ownership proof, or clarification needed; or
3. If Binance no longer wishes to provide services to me, close/offboard my account and provide a safe method for me to withdraw my remaining funds; or
4. Provide a written procedural update explaining the current stage of the review, why the 7 May update was not provided, and the expected next step.
I am also requesting the following complaint-handling information:
1. Written acknowledgement that this is now registered as an official complaint;
2. A personalized complaint reference number;
3. Confirmation of the legal Binance entity responsible for my account;
4. Confirmation of the relevant regulator or external complaint body for my account;
5. Confirmation of the expected timeline for Binance’s final complaint response under its complaint procedure;
6. Confirmation that filing this complaint will not pause, delay, or negatively affect the ongoing account review;
7. Confirmation whether anything is required from me at this stage.
For clarity, I am not asking for confidential investigation details. I am asking for procedural fairness, a formal complaint process, a real written update, and a practical resolution path.
Keeping my funds restricted for this long while providing inconsistent timelines, no requested action from me, no final decision, no complaint reference, repeated generic replies, repeated transfers, and no reliable path to resolution is not acceptable.
Please do not respond with another generic message such as “your case is under review” or “please wait patiently.” That is exactly the issue being complained about.
Please register this as a formal complaint and provide the complaint reference number and written acknowledgement within two business days.
A further important point is that the withdrawal that appears to have triggered this issue was not completed. Binance’s own bot stated that the withdrawal request was rejected and that the funds would be returned to my Binance account. The rejection reason shown was that the withdrawal address was not supported by Binance. Therefore, this complaint is not about a completed outgoing transaction. It is about Binance continuing to restrict my account and funds after a rejected withdrawal attempt where no funds were sent.
Binance’s own messages also created multiple expectations that were later not respected. The first automated message said to allow 24 hours for investigation and stated that account functionality would be restored if there were no security concerns or Terms of Use issues. Later, support changed this to up to 30 days, then 30 working days, then around 7 May, then no exact timeframe. On 12 April, I was even told that the review was in its “final stages” and had been expedited. Yet weeks later, I was still receiving the same generic replies with no final decision.
The 7 May expectation was not my misunderstanding. Binance Support explicitly told me that the review started on 27 March and should be concluded around 7 May. Another agent later said, “You will be given an update on May 7th.” On 6 May, I asked whether I should expect an email or answer the next day, and support replied: “Yes, as the agent said on the 7th, you should expect an email, if not, you can reach out.” On 7 May, no email, app notification, or meaningful update was provided.
A particularly concerning example occurred when CS Tom said he was checking with the supervisor team, later stated that the team had “almost completed it,” and then said he had received a reply from the team. Instead of providing that reply or a written update, I was transferred again to another queue. This is exactly the pattern I am complaining about: agents say they are checking, reviewing, escalating, or receiving internal replies, but the user still receives no actual answer.
Binance’s own bot also acknowledged that the case had taken “longer than anticipated to resolve” and offered a “Hasten” option to expedite the case. However, after using escalation/hasten options and being told several times that my case was prioritized, expedited, or escalated, I still received no escalation reference, no complaint reference, no responsible department, no deadline, and no final decision.
I HAVE ATTACHED THE FULL CONVESATION HISTORY EXPORT SO THAT ALL OF YOU CAN READ IT: [https://pastes.io/Szt1mPVb](https://pastes.io/Szt1mPVb)
TLDR;
Binance Support’s handling has also felt deeply unprofessional and adversarial. Instead of acting like a support team trying to help a customer resolve an account issue, the communication has often felt like I am dealing with an opposing party in a dispute. Agents repeatedly give vague, defensive, and generic replies, avoid direct procedural questions, and provide inconsistent information without taking responsibility for the consequences. In my case, Binance Support 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 specific 7 May update expectation. When those expectations were not met, support did not explain why, did not provide a corrective update, and did not offer a practical next step. Instead of guiding me through what I need to do to resolve the restriction, support repeatedly tells me to wait while also saying no action is required from me. This makes the process feel hostile and closed off, as if Binance is protecting itself from accountability rather than helping me regain access to my funds or understand the proper resolution path.
I also want to raise a complaint about Binance’s complaint process itself. Binance says complaints must be submitted through the Support Center or live chat, yet the chat has an 800-character limit. For a serious case involving restricted funds, multiple error codes, contradictory timelines, several case IDs, and weeks of poor communication, this limit makes it almost impossible to submit a complete formal complaint in one coherent message. I consider it unreasonable and procedurally unfair that Binance directs users to file complaints through chat while limiting the complaint field so severely that users must split a formal complaint into many fragments. This creates a real risk that the complaint is not properly recorded, not read in full, or treated as ordinary chat messages rather than an official complaint.

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