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:12/22/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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 August 2022, a scammer gained unauthorized access to my Binance account (Email: *********************** and transferred more than $92,000 USD from my account to a Wise account, after which the funds were transferred again to another Wise account. Binance failed to take any preventative measures to stop this unauthorized access or transfer. Moreover, they closed my account based on the scammer's request, further enabling the fraud. This has caused immense hardship for me, as that money represented my entire life savings, earned through years of hard work. Binance should have detect the unausual transections on my account following their complaince rules. I am now working in a tea stall in my country as after losing all my money. I don't have any financial support or any assistance as I lost all my life savings from my Binance account. I have all the screenshots of the pages where it shows the money is transferring from my Binance account to my Wise account. I have raised several complaints with Binance, but none of the attempts has resolved my issue. I belongs from a poor family and limited access to do anything for survival. Since, August 2022, I am leading a miserable life as those were my only money left. I feel always traumatized and living on the street.

  Customer Answer

  Date: 12/29/2024

  Hello Dear BBB,

  I am attaching additional info about my complaint. I am attaching documents including my Wise account statemen, where it is showing the money has been transferred immediately from my wise account to another account named "************" within wise. Before that, it has been transferred from my Binance to Wise account. I have raised the issue with **** as well. They failed to recover my money and acknowledged that I am a victim of a scam. If none of the platform Binance and Wise don't take responsibility of my money, then where should I go and seek resolution in my matter. 

  It was my life saving. I lost all of it in Binance and ****. I am seeking resolution from Binance despite my repeated requests to refund me my lost money binance didn't provided me any solution, moreover they closed my account on the basis of the request of the perpetrator who took over my account. I am humbly asking BBB to look into my case. I am a needy person. I don't have any financial support to survive.

  Regards,

  *******

  Business Response

  Date: 12/30/2024

  Good morning,
  
  Upon review, this complaint is regarding ***********. Please note, Binance.US and *********** are separate and distinct legal companies. We do not have access to ***********'s user records or transaction data, and we are unable to assist in investigating this matter any further.
  
  Thank you.
  
  Complaints Team at Binance.US

  Customer Answer

  Date: 12/31/2024

   
  Complaint: 22720595
  
  I am rejecting this response because:

  I lost a significant amount of money, and Binance has no proper way to address complaints except through their live chat. Unfortunately, the live chat team was not helpful in recovering my funds or addressing my concern, and my account was later closed. Theres no clear regulatory body where I can escalate my complaint.
  I already provided the transaction history and details in my initial BBB complaint, so I dont understand why it wouldnt be considered valid transaction data. Im certain the funds must have transitioned through Binance.US, and as a subsidiary of *******, they should help in compensating the lost funds.

  The money was converted to USDT and sold for USD, which was then transferred through a Wise account. I also lost my claim with ****, as they were not helpful in resolving the issue.
  If neither Binance nor **** is willing to assist me or take responsibility, where should I raise my complaint?

  
  Sincerely,
  
  ******* Rabbi

  Business Response

  Date: 12/31/2024

  Good afternoon,
  
  Please note, Binance.US and *********** are separate and distinct legal companies. We do not have access to ***********'s user records or transaction data, and we are unable to assist in investigating this matter any further. Additionally, there is no transaction data in the complaint to support the claim that funds moved through Binance.US.
  
  Thank you.
  
  Complaints Team at Binance.US

  Customer Answer

  Date: 01/04/2025

   
  Complaint: 22720595
  
  I am rejecting this response because: My Binance account was deleted on September 22, 2022, leaving me unable to access my transaction details. This includes records showing my funds being converted to **** and then transferred to Wise. Unfortunately, there seems to be no clear avenue for customers to file complaints directly against Binance or escalate issues to a regulatory authority as a scam victim. Additionally, I understand that Binance and Binance.US may share ties through their technology. I have requested **** to return me my money, but they also didn't do anything to refund me my money. 

  I am a brain stroke patient. Those were my only lifetime savings, earned through years of hard work and dedication. In a fraction of a second, its all gone. It feels like humanity and compassion have disappeared from this world. 
  Sincerely,
  
  ******* Rabbi

• Initial Complaint

  Date:12/21/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore 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.

  Hello, I would like you to contact Binance support on my behalf. I need assistance in reactivating my P2P account. Despite providing evidence and trying to appeal the P2P restriction, I have not succeeded. I would like mediation to at least reduce the restriction period as it is currently set until 2029, which is too long. Thank you.

  Business Response

  Date: 12/30/2024

  Good morning,

  Upon review, this complaint is regarding ***********. Please note, Binance.US and *********** are separate and distinct legal companies. We do not have access to ***********'s user records or transaction data, and we are unable to assist in investigating this matter any further.

  Thank you.

  Complaints Team at Binance.US

• Initial Complaint

  Date:12/16/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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 am unable to log into my web site. My phone number changed from ************ to ************. The text verification does not work because an old phone number is in your system. I uploaded my driver's license 3 times, trying to access my account, and your system cannot read it and failed every time. Nobody answers your chat. Is this even a valid business or are you just going to steal everyone's cryptocurrency and keep it for yourself, because that is the vibe I'm getting from you?

  Business Response

  Date: 12/30/2024

  Good morning,

  Users can reset their 2FA method following the instructions provided here: *******************************************************************************************************************

  Our records reflect that we have responded to this user's chat sessions, but there has been no reply. If this user is still experiencing issues, they can contact our live chat and we will be happy to further assist.

  Thank you.

  Complaints Team at Binance.US

• Initial Complaint

  Date:12/15/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore 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 am trying to recover access to my binance.us account under my name (***** ******). I no longer have access to my old email or phone number associated with the account, ************************* **************) due to harassment issues that are unrelated to this claim. In my haste to stop the harassment I was dealing with, i did not change any of my information over to my new email and phone number.the issue I am having with *********** is that I cant get ahold of ANYONE to help me. Their chat to talk to a live person does not work, as i have sat there for over an hour multiple times waiting for someone. There is no phone number. Their self service page does not help at all, and when i finally find an email (***************************************) i receive an email saying they wont accept support requests via email! The whole set up ****** persons from getting help with any issue.I just want to recover access to my account and provide ID verification. If the BBB cant help next ill file a complaint with Florida regulatory bodies and the SEC.V/R ***** ******

  Business Response

  Date: 01/02/2025

  Good afternoon,

  This user has been provided with the steps to update their contact information using self-service. For account security, we are unable to manually process this for them. If they are having issues, we suggest using a different device to complete the process.

  Thank you.

  Complaints Team at Binance.US

  Customer Answer

  Date: 01/03/2025

   
  Complaint: 22689702
  
  I am rejecting this response because: the company still has not solved my issue. I am in contact with a tech who gives me steps. but they are not working and i still dont have access to my account. The company needs to change my phone number but their self service is broken and gives errors.
  
  Sincerely,
  
  ***** ******

  Business Response

  Date: 01/07/2025

  Good afternoon,
  
  If the user is having issues using self-service to update their account, we suggest using a different device to complete the process. At this time, there are no known issues with the self-service process. We have requested additional information from the user via email in an attempt to help them further troubleshoot, but have yet to receive a response.
  
  Thank you.
  
  Complaints Team at Binance.US

• Initial Complaint

  Date:12/11/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore 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 an account with ********************** and I checked my balance of crypto on Dec 9, 2024. Later that day I was sent an email that stated a withdrawal, of *********, had been made and if this wasnt me making the withdrawal, to let them know. I immediately clicked on the link to let them know that this wasnt me and that this was a hacker and unauthorized. I repeatedly tried to initiate a chat through their customer support but they will not respond. There is no way to call about them directly. They have disabled my account, they may be working to resolve the issue but they have not responded to me personally. I would like to talk to customer support directly but absolutely I cant reach anyone.

  Business Response

  Date: 12/20/2024

  Good afternoon,

  We have been in communication with this individual and have referred them to law enforcement for further assistance with this matter.

  Thank you.

  Complaints Team at Binance.US

• Initial Complaint

  Date:12/05/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  12/5/2024 locked out of transferring crypto out of my account for no reason, cant get in touch with support, no phone number to contact.

  Business Response

  Date: 12/20/2024

  Good afternoon,

  Our records reflect that this user's account has no restrictions and they are able to withdraw at their convenience.

  Thank you.

  Complaints Team at Binance.US

  Customer Answer

  Date: 12/20/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  

  They unlocked my account a while back and I was able to transfer some money out of the account.  

  They say the reason for the delay in fixing my account was a high volume of support queries at the time.

  Sincerely,
  
  **** Lainton

• Initial Complaint

  Date:12/05/2024

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore 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.

  Today December 5th, 2024 I deposited some money into my account with no issues. Then I tried to withdraw my money and the exchange wouldn't allow me to with no explanation. So now my money is stuck and being withheld on the exchange and when i try to reach support for help, no one is replying. The exchange had zero issues taking my money but now is refusing to let me withdraw for no reason.

  Business Response

  Date: 12/20/2024

  Good afternoon,

  Our records reflect that this user's account has no restrictions and they have since withdrawn all assets.

  Thank you.

  Complaints Team at Binance.US

  Customer Answer

  Date: 12/20/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that the business eventually released my funds after filing the complaint. Thank you. 
  
  Sincerely,
  
  ****** ********

• Initial Complaint

  Date:12/03/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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 02/15/2021 i was told to transfer all my digital currency from my Binance account to a ********************** account as Binance no longer serviced U.S customers. After opening a ********************** account and transferring the funds, the funds never showed up to my Binance.US account.I have tried to send emails and chat messages over and over and was told i would need to wait and and responses took months but no resolution for me. After several years, Binance created a new support team that responds back within hours and they helped retrieve my transfers but mentioned that they cannot help as the transfer was made successfully and that it is Binance.US 's responsibility to help make my funds available to me. Please review there chat message. I have sent several chats and even phone messages to Binance.US for help, but no luck. There phone system states they cannot connect to a live agent please leave a message. These are digital currency that the cost of investments have increased and i have lost an opportunity to selling and making my profits. Please HELP ME!

  Business Response

  Date: 12/04/2024

  Good morning,

  Reviewing this users transactions, they attempted to deposit assets that are not supported by Binance.US.

  We do not support all cryptocurrencies and networks. It's important to understand that Binance.US cannot accept transfers of any assets not supported on our platform, any assets sent on networks not supported on our platform, or any transfers from a contract address (such as cross-chain swaps).

  Please exercise caution and always check our list of supported assets before transferring any cryptocurrency to your Binance.US account. We recommend initiating a test transaction and confirming that the asset reaches your Binance.US wallet address before sending larger amounts.

  More information on our Unsupported Asset Policy can be found on our website here: *************************************************************************************************

  Thank you.

  Complaints Team at Binance.US

   

• Initial Complaint

  Date:12/03/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  Last night I deposited crypto for a simple trade. After the trade went through I tried to withdrawal my funds because I remembered how problematic Binance.us was when I used to use it. My account immediately got suspended for withdrawals, and then disabled. The crypto I was trading continues to rise in price so I attempt to buy back in while I try to figure out how to get my money off of the platform, and I cant even trade now. EVERYWHERE on Binance.us and their social media says 24/7 LIVE CHAT SUPPORT which is a disgusting lie. No one is standing by on the other side. You submit your issue and theyll get back to you. Absolute miserable company.

  Business Response

  Date: 12/03/2024

  Good evening, 

  Our records reflect that this users account is active with no restrictions. They are able to withdraw their assets at their convenience.

  Thank you.

  Complaints Team at Binance.US

• Initial Complaint

  Date:12/02/2024

  Type:Product Issues
  Status:

  AnsweredMore 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.

  Nov 27, 2024 I traded ***** USDT to receive ***** usd. I want to deposit my USD. After making the transaction I found that ******* no longer supports USD. So to get my USD I'll have to transfer it back to USDT or another crypto at a fee of probably another $180 dollars. There was no warning that they no longer service USD. This is clearly a trap do get a conversion fee twice. I simply would like my ***** USDT restored.

  Business Response

  Date: 12/17/2024

  Good afternoon,

  As part of our customer-first commitment, we communicated our transition to a crypto-only exchange, along with any related service changes, to affected users via email, push notifications, and in-app messages. We also provided ongoing updates on our Status Page, Support Center Articles (e.g., How to Withdraw via ACH and A complete guide to using Binance.US as a crypto-only exchange), and across all social media platforms where we are active. Furthermore, in accordance with our standard procedure, any material changes to our Terms of Use following the transition to a crypto-only platform were promptly communicated to users via email, with the specific changes clearly outlined. In these notification emails, we encouraged users to review the updated Terms of Use to familiarize themselves with the changes. As noted in the update to our Terms of Use published on October 16, 2023, we updated language regarding USD withdrawals, specifically stating that, in the event customers wished to withdraw USD from their accounts, they could do so by converting USD to stablecoin or other digital assets, which could then be withdrawn.

  
  Furthermore, by consenting to our Terms of Use, you agreed to all applicable fees, including trading and spread fees where applicable, and acknowledged that BAM Trading may adjust fees from time to time. As detailed on our Fee Structure page published on our website, trading fees apply when buying, selling, or converting cryptocurrency on the BAM Trading platform. Additionally, we expressly state that fee calculations differ based on factors such as the digital asset itself, transaction type, payment method, and market conditions. It is important to note that fees are calculated and transparently displayed on a Preview Transaction screen before users approve transactions (e.g. How to convert crypto on Binance.US and How to withdraw crypto out of your Binance.US account). BAM ********************** confirms that the fees you incurred for converting and withdrawing cryptocurrency were standard network and platform fees.

  
  We regret any inconvenience you may have experienced and appreciate your understanding in this matter. BAM Trading makes it a priority to provide our users with excellent customer service. Our actions represent our commitment to abide by Federal and State laws and regulations, as well as adherence to our own policies and procedures. BAM Trading is also committed to protecting our users data and privacy and complying with applicable data protection laws. The foregoing information was gathered by BAM Trading based upon a reasonable review of its records and the information presently in its possession or otherwise reasonably available to it. BAM Trading reserves its right to amend the foregoing response should it obtain new information or documents which materially affect the substance thereof.

  Thank you.

  Complaints Team at Binance.US

   

  Customer Answer

  Date: 01/09/2025

  I was out of the country and did not receive this until today. The company's reply is insufficient. They claim to be a crypto only company yet have dollar accounts and allowed me to transfer crypto into dollars for a fee. This is clearly a scam. They can't in good faith claim to be a crypto only firm yet allow people to convert crypto into dollars. I'm getting papers ready to file with small claims court now that I am back in the **.

  Business Response

  Date: 01/17/2025

  Good afternoon,

  While Binance.US does not currently offer USD withdrawals, the ability to convert/trade to and from USD is still available for our users convenience. We regret any inconvenience this may have caused.

  Thank you.

  Complaints Team at Binance.US

  Customer Answer

  Date: 01/17/2025

   
  Complaint: 22629681
  
  I am rejecting this response because: The claim that Binance is a crypto only brokerage is countered by their allowing for crypto to be transferred into dollars. They clearly, willfully and intentionally created a fee exchange trap designed to not only get a transfer fee for changing to dollars, which they have no way to transfer out, but then requiring the client to pay an additional fee to transfer the dollars out to crypto again. It is a deceptive and I believe fraudulent business practice, that is not covered by standard fee changes. If they are a crypto only brokerage transferring funds into dollars should not have been an option, or at minimum should have come with a warning. I find it impossible to believe such a warning could not be programmed, thus clearly this was a fee trap. 
  
  Sincerely,
  
  ******* ******

  Business Response

  Date: 01/17/2025

  Good afternoon,

  As part of our customer-first commitment, we communicated our transition to a crypto-only exchange, along with any related service changes, to affected users via email, push notifications, and in-app messages. We also provided ongoing updates on our Status Page, Support Center Articles (e.g., How to Withdraw via ACH and A complete guide to using Binance.US as a crypto-only exchange), and across all social media platforms where we are active. Furthermore, in accordance with our standard procedure, any material changes to our Terms of Use following the transition to a crypto-only platform were promptly communicated to users via email, with the specific changes clearly outlined. In these notification emails, we encouraged users to review the updated Terms of Use to familiarize themselves with the changes. As noted in the update to our Terms of Use published on October 16, 2023, we updated language regarding USD withdrawals, specifically stating that, in the event customers wished to withdraw USD from their accounts, they could do so by converting USD to stablecoin or other digital assets, which could then be withdrawn.

  As stated above, numerous communications were provided to our users and we continue to provide ongoing updates. As the user did authorize the trade in question, we are unable to reverse it or provide any refunds.

  Thank you.

  Complaints Team at Binance.US

  Customer Answer

  Date: 01/17/2025

   
  Complaint: 22629681
  
  I am rejecting this response because: The claim that Binance is a crypto only exchange is negated by their having dollar accounts. The clearly and in my opinion fraudulently create a situation for clients to transfer their funds into US dollars for a fee and then charge a fee to transfer them back into crypto. I already gave this reply and Binance's response so I'm not sure why I received this. 
  
  Sincerely,
  
  ******* ******