Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/24/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dear Better Business Bureau,I am filing a complaint against Bitrue Limited due to their refusal to change my email address, despite my full compliance with their verification requirements.I have provided a selfie holding my passport, a copy of my drivers license, and a video of myself logging in, yet Bitrues support team continues to refuse my request to update my email to a more secure one. Their responses have been unhelpful and evasive.Furthermore, I found no substantial legal information about the company online, raising concerns about their legitimacy and transparency. This situation echoes past issues with unregulated entities like FTX Exchange and signals serious operational concerns.I urge the BBB to investigate this matter and assist in resolving it. Bitrues lack of cooperation and transparency is unacceptable.Thank you for your attention.Sincerely,

• Initial Complaint

  Date:07/22/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Dec 6, 2023 I entered into a Long position on Bitrue using their USDT futures trading platform. It was a 2000$ margin with 50X leverage on XRP. Right after submitting the order I recieved a liquidation call because the entry price was below the liquidation price. Attempting to sell to break even and to save the margin was rejected by the app. Also performing a preview of adding more margin in order to move the liquidation price below the ******************* gave me the opposite result. The liquidation price moved even higher which is very unususal. I got liquidated and reported this as a bug in the ** and asked for them to refund my loss as well as some reward for reporting the bug. What happened was just canned responses from their support team that didn't address the problem at all. I was ignored for weeks and when I followed up they would promise to take care of the issue and refund the loss. The application should not allow me to enter into a trade that will put me on the liquidation list right away and adding margin should infact move me outside of the liquidation range which was not the case. After multiple emails the support team instead said thank you to me for reporting the bug and offered 50 USDT. This did not solve the problem because I lost $2000 on the trade, and they responded in broken english that there was a risk of bad review. To me this was an attempt to just keep my money that I lost due to a software bug in their software even though they were at fault. I take full responsibility for all other trades that resulted in a loss however this one was different and is a direct fault of Bitrue. It seems like they were not interested whatsoever to correct the problem and reimburse me for the loss. And attempting to give me a 50 USDT as a sorry proves that they acknowledge their error. To this date I have not been reimbursed for the $2000 loss on that trade that they initially promised.

• Initial Complaint

  Date:01/16/2024

  Type:Customer Service Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Bitrue Exchange has let me deposit funds into the exchange and trade cyrpto just as they have for years. Now I am told I have no access for MY funds.

• Initial Complaint

  Date:01/16/2024

  Type:Customer Service Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been doing automated trades on Bitrue exchange for over a year. Never had much issues until now. They disabled withdrawals for my account and are refusing to restore them.They dont give a clear explanation. First they claim I violated terms and conditions (which I have not), then they accused me of hacking (which I did not), then they say I did not attack them but that they want me to pay them to resume withdrawals (why?).Summary of communication:ME: 10/12/23: Asking why withdrawals do not work (again, after each reply).BITRUE emails: 12/12/23: your recent behavior involves attacking the Bitrue platform. This behavior is forbidden by the Bitrue Terms of Service. The illegal assets will be deducted, and your account will be permanently banned.ME: Asking for explanation and more details (again, after each reply).BITRUE emails: 13/12/23: your recent behavior involves attacking the Bitrue platform. This behavior is forbidden by the Bitrue Terms of Service. The illegal assets will be deducted, and your account will be permanently banned. 14/12/23: However, we have discovered that your recent behavior involves attacking the Bitrue platform, and the final decision your account will be permanently banned. 15/12/23: To ensure the security of your account, we ask that you first submit your KYC information. We will then review your recent account activity with our internal team to detect your trading behavior as a hacker or normal user operation.ME: I completed ************************** email: 28/12/23: After re-reviewing your account, we found that although you were not directly involved in the attack, you engaged in trading for these currency pairs using automated trading scripts during this period. The total profit amounted is $40,000. If you agree, we will restore your account after deducting the profits.ME: Not true, asking to resume my withdrawals.ME: various emails repeating the request. No reply from Bitrue to multiple emails since 28/12.

• Initial Complaint

  Date:11/09/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  i had a cryptocurrency account on Bitrue.com, using my email: ***************** Bitrue failed to protect the funds I placed with them, and allowed my acct to be hacked on two occasions. When I contacted them, they "apologized for the inconvenience". The first theft was approximately ***** in 2018. Bitrue can research the withdrawals that were sent. I had authorized only my coinbase account to send funds to, but Bitrue allowed my account to be hacked, and funds sent to an unauthorized destination, causing me to be virtually robbed of ***** In Dec 2022, I thought my account with ********************** would be secure, but again, it was easily hacked and funds sent to ******, an unauthorized withdrawal. The amounts were *******, ******, 14.966.9 in Algogrand, totaling at the time $********. The sheriff and ************** traced the withdrawals to ******. The Pasco ************************* case # is *******. It was suggested by the SEC to me to contact this agency and request that my money be paid back to me directly by the exchange (Bitrue). They have more ways to track down the hackers than I do, and they never tried to find them. Bitrue was not a good ambassador of my money or trust. Bitrue claims to be dedicated "to providing a safe and convenient service for cryptocurrency trading, and being the best aggregator of qualified cryptocurrency all over the world." The exchange focuses on being safe, faster, and easier. They are certainly not a safe place to put your money, many others have gotten hacked on their exchange, it isn't safe at all.I WANT THE BBB TO PUBLISH THIS DESCRIPTION ON CONSUMERFINANCE.GOV SO THAT OTHERS CAN LEARN FROM MY EXPERIENCE.Bitrue allowed my funds to be stolen, with little to no concern for my safety while using their platformed. I was robbed of approximately ***** in 2018 and ******** in 2022. This is irresponsible of this crypto platform, and I am asking for my funds to be reimbursed to me at this time, totaling: *********. This is not money I lost in the market, but lost due to the poor security measures at the time on this platform and their unwillingness to take any responsibility. I did nothing to cause these hacks, it was due to Bitrue's lack of security. I will provide my checking account information on request, or a check can be mailed: *********************************************************************************************************************

• Initial Complaint

  Date:10/05/2023

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have tried 4 months to get my email address changed. My server was taken over by ***** When that happened, I have been unable to use my password to get on my old email address. When that happened? I have been unable to access data for bit true.

• Initial Complaint

  Date:08/28/2023

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was scammed a huge sum of money and decided to contact a recovery company via their email address: ( harperjamesplatform @ gmail . com) they help me recover all my lost funds and profits. They are very honest and reliable with great support to answer your questions 24/7 service. They have good reviews online and they are the best ...if you need help with funds recovery you can always get in touch by mail and they can direct you to their recovery website. Everything about them is legit, their English is good ,I highly recommend them due to my experience and have finally got my $25,350 back. I'm so happy.

• Initial Complaint

  Date:05/17/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought crypto on this exchange ******* now worth a lot of money But the exchange wont let me sell it And they saying I dont have enough to withdraw it. I dont know what else to do Ive emailed them. Told them my issue They are not being helpful at all

• Initial Complaint

  Date:03/22/2023

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I deposited ****** XRP to this crypto exchange platform. The tag that I entered was incorrect. I submitted a "lost deposit" form twice. The email exchanges were extremely unprofessional. They told me that the process would take ***** days. After waiting 17 days and getting no answers, they made me start the entire process over again with no explanation. I have now waited for 32 days and have not gotten any updates on my money ($7600). I sent them everything they asked for, videos, screenshots, transaction id's. The person that I was dealing with, ****, had absolutely no business doing that job. He had virtually no understanding of anything pertaining to this space. They have now stopped responding to my emails and I feel like I have lost my money. I've been in the crypto space for 7 years and dealt with all of the major exchanges. I've never seen anything like this before. Thank you for your time. ***

• Initial Complaint

  Date:11/11/2022

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On October 9, I sent a deposit of ADA to my bitrue wallet. The funds have been received by bitrue based on the cardano scan that verified the receipt of the funds. The deposit of ADA has not been reflected in my bitrue account. I was told by their customer service to fill out a lost deposit application, and they told me it would take 22 business days at a maximum. It has been 25 business days. Bitrue support has consistently lied to me about my deposit by telling me it will take 22 days or they are expediting the process. Till today, November 11 (over a month since I made my deposit), my deposit has not been reflected in my account. They have essentially stolen my crypto and are lying to make sure they keep it.