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:01/16/2024

  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 fell victim to an online investment fraud, this situation let to a loss of ****** EUR that were transferred from mi Binance account to a fraudster, I reached out to Binance with an official ADR on December 28, 2023. This document was never answered by *******. I seek fair communication with them on this matter.

  Business Response

  Date: 01/16/2024

  Good afternoon,

  Upon review, the complaint is for Binance.com, not Binance.US. Please note, Binance.US and Binance.com are separate and distinct legal companies. We do not have access to Binance.com'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:01/10/2024

  Type:Billing 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 transferred $500 crypto to US Binance app based on their instructions and to the address their app said my account is from Coinbase. my account was never credited after the transfer. They claimed they dont have access to the place I transferred and arent responsible and the money is lost. They stole my money after providing false info.

  Business Response

  Date: 01/11/2024

  Good morning,

  The deposit in question has not been credited as Binance.US does not support deposits of **** using the Base network. Unfortunately, we are unable to securely return assets that have been sent using an unsupported network. For more details, please refer to our support article here: **************************************************************************************************************************

  For future crypto transfers, it is always good practice to review the listed assets and supported networks within a wallet/exchange prior to initiating a deposit. To review the networks that Binance.US supports deposits of **** over, please refer to the **** deposit page within your wallet (*****************************************). You can also find all of the supported network options for each asset listed on our Supported Assets page (**********************************************************************************************).

  Thank you.

  Complaints Team at Binance.US

• Initial Complaint

  Date:12/31/2023

  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.

  Binance has a coin called BNB. They also have a wrapped version of this coin that is used for all the pancakeswap pairs called WBNB. Within their documentation they state WBNB is a necessary part of the ecosystem which it is. Binance.com is different than Binance.us. Binance.com accepts WBNB but Binance.us does not even though it is important. Millions of dollars worth of wbnb have been sent to Binance.us which they accept and hold refusing to return customer funds. They say they will return the funds when or if they decide to accept wbnb but if you look on the forums some people sent wbnb years ago. They need to either accept it or offer a way to return customer money. Its a wrapped version of BNB which they do accept. Unwrap the tokens and give everyone bnb. Or return the wbnb to the wallets that sent it. Stop this nonsense. I have over ****** in wbnb held hostage in Binance.us. i need my money back.

  Business Response

  Date: 01/02/2024

  Good morning,

  WBNB is not a supported asset at Binance.US. Unfortunately, we are unable to securely return unsupported assets or assets that have been sent using an unsupported network. For more details about our unsupported asset policy, please refer to our support article here: **********************************************************************.

  Additionally, Binance.US has no involvement in the development/ownership of WBNB/BNB. Please note, Binance.US and Binance.com are separate and distinct legal companies.

  Thank you.

  Complaints Team at Binance.US

   

  Customer Answer

  Date: 01/27/2024

  Binance Response is:

  "Good morning,
  WBNB is not a supported asset at Binance.US. Unfortunately, we are unable to securely return unsupported assets or assets that have been sent using an unsupported network. For more details about our unsupported asset policy, please refer to our support article here: **********************************************************************.
  Additionally, Binance.US has no involvement in the development/ownership of WBNB/BNB. Please note, Binance.US and Binance.com are separate and distinct legal companies.
  Thank you.
  Complaints Team at Binance.US"

  There are a few facts that need to be addressed so we have a baseline for this conversation to start...

  1. WBNB is a wrapped version of BNB

  2. Until Recently BNB and WBNB exist on "Binance Smart Chain" (BSC) only recently rebranded.

  3. The owner of BINANCE.COM and BINANCE.US are the same people stemming from the same company.

  4. You have isolated ownership of the different assets(WBNB/BNB) plus the two company entities to avoid legal troubles which still exists.

  5. To elaborate on legal troubles further your ******* license is not being renewed which further puts strain on this situation.

  6. You may not be able to return an unsupported asset but you could return a supported one. Each of this assets are paired one way or another with a supported asset. And BNB is paired 1 to 1 with WBNB. At this point in time there is not a single reason for this to be acceptable. Send my money back.

  Business Response

  Date: 01/30/2024

  Good morning,
  
  WBNB is not a supported asset at Binance.US. Unfortunately, we are unable to securely return unsupported assets or assets that have been sent using an unsupported network. For more details about our unsupported asset policy, please refer to our support article here: **********************************************************************.

  We are unable to honor the request of returning BNB in place of the unsupported asset WBNB that this user sent. It is the users responsibility to ensure that the assets they send are supported.

  Please note, Binance.US and Binance.com are separate and distinct legal companies and are not the same company. 
  
  Thank you.
  
  Complaints Team at Binance.US

• Initial Complaint

  Date:12/27/2023

  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.

  I have sent almost one full Binance chain ethereum **** to my Binance eth address. Apparently Binance us stopped supporting this asset in July even though it is their one wrapped ethereum in their own blockchain. I contacted customer service and spoke with **** and his manager **** and both have me a standard answer that this is an unsupported asset and cannot be recovered. Bear in mind that when I check the explorer and transaction Id ************ I sent shows up in the Binance address and the overall holdings of **** are over one million dollars!! Binance flat out refused to return the funds and are holding customers hostage with their own funds! Shameful. I will file a complaint with the sec and anyone who has had their funds stollen by ******* should go the same.

  Business Response

  Date: 12/27/2023

  Good afternoon,

  After reviewing the transaction, it has not been credited as **** is not a supported asset at Binance.US. Additionally, **** has never been supported at Binance.US and Binance.US does not operate its own Blockchain, contrary to as alleged in the complaint.
  
  Unfortunately, we are unable to securely return unsupported assets or assets that have been sent using an unsupported network. For more details about our unsupported asset policy, please refer to our support article here: **********************************************************************.

  We regret any inconvenience this may have caused.

  Thank you.

  Complaints Team at Binance.US

• Initial Complaint

  Date:12/27/2023

  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 was approached by an individual presenting me the opportunity to invest money in crypto in order to save up money. I trusted them as they seemed like they were legitimate. They guided me through the entire process. After I realized I was being scammed I took action and ran my transactions through the blockchain and the beneficiary that was identified was Binance. Since reaching them is very hard I am trying to contact them through the BBB so that I can make sure I received a response from them. The wallets that are holding my funds are in the attached document, I would like for the funds to be frozen and retrieved back to me as they were stolen from me in the first place under false pretenses.

  Business Response

  Date: 12/27/2023

  Good afternoon,

  Upon review, the complaint references Binance.com, not Binance.US. Please note, Binance.US and Binance.com are separate and distinct legal companies. We do not have access to Binance.com'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:12/23/2023

  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.

  I sent some cryptocurrency to my Binance.us account and the coins got lost.I contacted customer support and they said the deposit failed because that coin network is not supported at binance.us and that they can't give me a refund (I assume you can only trade that coin but you can't do deposits of that coin).The thing is that when I did the deposit... I got all information I needed to do the deposit, It let me click on the "deposit" button and it gave me the wallet address and the type of network to do the deposit. I didn't get any warning saying that the cryptocurrency is not supported to do deposits. After contacting costumer support I tried to click on the "deposit" button to see what happened, and now it does nothing... I can't click on the button, the button is disabled.The cryptocurrency was JASMY The amount of JASMY was ********* The transaction ID is 0x3b6b9ec55a8180713d4bc3fefc4f46d159d142e733c8a119125268a53e194da6 The date of deposit was Dec 16 2023, 08:18:00 am

  Business Response

  Date: 12/26/2023

  Good morning,

  JASMY is not a supported asset at Binance.US. Unfortunately, we are unable to securely return unsupported assets or assets that have been sent using an unsupported network. For more details about our unsupported asset policy, please refer to our support article here: **********************************************************************.

  We regret any inconvenience this may have caused.

  Thank you.

  Complaints Team at Binance.US

   

• Initial Complaint

  Date:12/22/2023

  Type:Billing 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.

  Commencing on or about May 9th 2022, I fell victim to two multi-layered scam operations run by Miners Gold which involved me making deposits for a total amount of ********* worth of BTC from my Hoo Exchange account to *********************** at the instructions of the scammers.

  Business Response

  Date: 12/22/2023

  Good afternoon,

  Upon review, this complaint is not related to Binance.US. Please note, Binance.US and Binance.com are separate and distinct legal companies. We do not have access to Binance.com'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:12/21/2023

  Type:Billing 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.

  Commencing on or around November 17, 2022, I fell victim to two multi-layered scam operations run by IGI Markets which involved me making deposits for a total amount of ****** EUR from my Binance account to fraudulent investment firm(s).

  Business Response

  Date: 12/21/2023

  Good Afternoon,

  Upon review, this complaint references Binance.com, not Binance.US. Please note, Binance.US and Binance.com are separate and distinct legal companies. We do not have access to Binance.com'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:12/20/2023

  Type:Billing 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 had an account with them that I was buying crypto currency. This was an account that was out of sight out of mind. Basically I have $75 spread out through cryptocurrency. Unfortunately Binance, withdrawal of US dollars has been suspended affectively June 2023. There is no date of this becoming unsuspended. They only give you the option to go through a third-party to sell your cryptocurrency or less than the amount that is in your account. I attempted to go through the third-party and the third-party rejected me. But wash their hands with it and say you have to go through the third-party and if you have any issues, take it up with the third-party support. The third-party has their own verification process and basically if it gets rejected through their verification then it doesnt get approved for you to go and sell so that you can get the US dollars. But my funds is still housed at the Binance site . I have talked to several people through the chat, so basically say, what do you do when the third-party rejects your verification even have to going through the illegal biometrics verification process. They again reference me back to the third-party and the third-party basically rejected me again. I didnt ask, what if I wanted to deactivate my account and basically you have to release my funds to me because I no longer want this account anymore. Was told that I can disable the account, but the funds were still remain with them until I want to reactivate the account. I dont wish to reactivate an account that I cant do anything with. in order for me to get the $75 I would have to create another account through another cryptocurrency and try to send it over to that site to sell it in hopes that I can withdraw it out. That is the options that I have to get my money. I no longer want the account with them so I want to deactivate it as a whole. I dont want it locked I dont want it disabled I dont want to return this account

  Business Response

  Date: 12/21/2023

  Good afternoon,

  At this time, Binance.US is operating as a crypto-only exchange. If an individual wishes to liquidate the assets on their account, they would need to sell them through a third party provider or withdraw them to an external wallet or exchange. For more information, please view the guide on our website here: **************************************************************************************************************************************

  Thank you.

  Complaints Team at Binance.US

  Customer Answer

  Date: 12/21/2023

   
  Complaint: 21038999
  
  I am rejecting this response because: I have already attempted to complete the guidelines of the third party and was rejected to do so by the third party. If I can not go through the third party and Binance has my funds, how do I obtain my funds from Binance? The amount is so small that it does not meet the minimum to be transferred to another site like Kraken and/or Coinbase so what is my options to get my money from BINANCE.  The photo is to big to send of the rejection email 
  
  Sincerely,
  
  *********************

  Business Response

  Date: 12/22/2023

  Good afternoon,

  We are unable to control the verification process by third party partners. We recommend reaching out to them for support on their verification process.

  For crypto assets too small to withdraw, these are considered Crypto Dust. Users can convert their dust to other assets with lower withdrawal fees to remove from the platform. More about Crypto Dust can be found here: ********************************************************

  Thank you.

  Complaints Team at Binance.US

  Customer Answer

  Date: 12/22/2023

   
  Complaint: 21038999
  
  I am rejecting this response because: if you all cannot control the third-party rejection process but you all have my funds. Then how can I get my funds released from your company? At the end of the day. The third party does NOT have my funds, BINANCE does. I want to close the account. How can I obtain my funds when I close my account with the company? I do not wish to ever reactive my account. 
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:12/01/2023

  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.

  My issue regards converting my usdt assets into USD. Currently Binance.US is not able to withdraw, deposit, transfer, etc, anything involving USD besides conversion.. when you convert the asset it charges you a fee for doing so. With USD you can buy crypto at whatever its equal conversion rate is however after converting to USD you lose some to fees. Binance is allowing people to convert their crypto (currently acting as a crypto-to-crypto platform) into USD for a fee and then scamming you by not letting you do anything except trade back into crypto. Surely they can disable USD conversion for the time being as they dont allow deposits, transfers, or withdrawals. The scam is basically charging you to convert into useless money. I converted my USDT into USD foolishly thinking Id be able to transfer it to a different app/ my bank. What Im asking for is the conversion to be undone, or comparably the fees refunded to me.

  Business Response

  Date: 12/18/2023

  Good morning,

  While Binance.US is operating as a crypto-only exchange, the buying/selling/trading using USD is still supported on our platform. More information can be found on our website: **************************************************************************************************************************************

  As this individual did authorize the transactions they executed, we would not be able to reverse any fees incurred. We regret any inconvenience this may have caused.

  Thank you.

  Complaints Team at Binance.US

  Customer Answer

  Date: 12/23/2023

   
  Complaint: 20945996
  
  I am rejecting this response because:

  
  Sir, that is incorrect. You do not allow the buying or selling of *** on your platform. What you allow is a stand in that has no relation to or access currently with the outside world, beyond your platform. You also do not have any fair warning that conversion of crypto into *** leaves funds useless to the user while ********************** goes through its shenanigans with the government. If I could withdraw *** directly from your platform I would have no issue but that is not possible. I did not knowingly submit the transaction. From this point with no action on your part if I were to move/withdraw my funds I would have to transfer my *** back into the same crypto that I sold - for *** originally - and going through more transaction fees meaning Binance.US successfully scammed me out of the money required to convert the crypto. There was no knowledge available to me that my money would be completely useless at this stage. Again if the *** were transferable off of the platform there wouldnt be an issue however Binance.US doesnt give users access to this feature, sure I could buy back into crypto and waste the money taken from me to convert and transfer my money off platform and proceed to accept even more fees for all of this or, I can rightfully have my money back/the conversion reversed + the funds taken from me.

  I have to use a different platform just to ACTUALLY have access to my money in the REAL WORLD, all of which will already incur fees. If Im going to be charged, it better well be so I can get the service I was charged for.

      With all due respect,
  
  ***********************

  Business Response

  Date: 12/27/2023

  Good morning,
  
  As this individual did authorize the transactions they executed, we would not be able to reverse any fees incurred.

  We regret any inconvenience this may have caused.
  
  Thank you.
  
  Complaints Team at Binance.US

  Customer Answer

  Date: 01/03/2024

   
  Complaint: 20945996
  
  I am rejecting this response because:
  
  Are you thick or something? What part of knowledge not being given properly before completing the transaction- making it void do you not understand? Must I break it down for you like a kindergartener?

  Your platform does not allow transfer of usd funds

  This being the case the only thing available for me to do is convert back into the same exact currency that I had before; THERE IS NO OTHER OPTION FOR MY MONEY ON YOUR PLATFORM OF WHICH I WAS NOT AWARE WHEN THE TRANSACTION WAS MADE

  This conversion back into the currency that I was previously will incur MORE FEES which will only continue to increase as I would have to transfer off platform if I wanted my money back for use in the real world.

  ONCE AGAIN I shall explain this buffoonery in one go.

  You have stolen money from me. You have allowed people to make meaningless transactions on the platform without proper knowledge of what exactly it is theyre doing (clearly you dont know either) and therefore this platform is stealing money from customers and telling them they cant do anything because it was an approved transaction.

  This is not how it works in the real world, in the real world if I had paid for a service not actually received, you better believe that the bank would be returning my money after due process.

  You have clients paying for the service of transferring their money back into USD currency but then hold it on your platform only available for use on your platform. That is not USD that is BinanceUSD and I do not want BinanceUSD I want my actual money in my bank account not on some slimy website where the representatives couldnt care about what is happening. You shouldnt even have to go to the BBB to get problems resolved, this is supposed to be the last stop yet for Binance its the exact opposite. There is no support or help available to you, you have to go directly to the BBB just to reach support.

  I did not knowingly commit the transaction because I did not know what it was. Undo the transaction because I know at this point going to buy usdt will cost more of my money effectively scraping off the top of my earnings as it were.
  ***********************