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:06/25/2025

  Type:Order 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  On June 17th 2025 I had money withdrawn ******$ from my **** balance in binance. So I decided to chargeback the amount with my bank because I didnt authorize binance to take my money. The chargeback ended up being successful because my bank did an investigation and saw that it wasnt me who withdrew the money. Now binance is telling me they will go to debt collectors for me to send them the ******. I lose my money and they want me to send them all the money now . Can you please have them remove this outstanding balance and not bother me with debt collectors for soemthing I didnt do. You can see it wasnt my ip that logged in to withdraw the money

  Business Response

  Date: 07/01/2025

  Good morning,

  We have been in contact with this user and have explained the outstanding balance that is owed to Binance.US. During these conversations, the user has acknowledged that they performed all transactions including the withdraw and the chargeback. The user would need to settle the outstanding balance for us to cease collection efforts.

  Thank you.

  Complaints Team at Binance.US

• Initial Complaint

  Date:06/24/2025

  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.

  On October 28, 2021, I mistakenly transferred *************** xSHIB tokens from my personal wallet to my Binance.US SHIB deposit address. The transaction hash is 0x2ceac2b2982a71a7ec59dc6cf55033614e2fa34e46c876db9ec1685697ce722d.I understand xSHIB is not a listed asset on Binance.US. However, the transfer was made over the Ethereum (ERC-20) network, which Binance.US fully supports. The assets were successfully delivered and are currently held in a wallet controlled by Binance.US.For nearly three years, I have tried to resolve this. My original case ID is #*******. My most recent attempt on June 24, 2025 (Recovery ID #********* resulted in a final refusal from support agent ******, who incorrectly stated that Binance.US is "unable" to return the assets.This is a policy choice, not a technical limitation. Binance.US has both the access and the capability to perform a manual recovery of these ERC-20 tokens. Their refusal to do so, despite my willingness to pay any associated fees, constitutes a failure to provide adequate service and safeguard customer assets. I am requesting the return of my property.

  Business Response

  Date: 06/27/2025

  Good morning,

  In reviewing this deposit, it has not been credited as the asset (xSHIB) involved is not supported at Binance.US. Unfortunately, we are unable to return unsupported assets. Our policy on unsupported assets can be found here: *************************************************************************************

  Thank you.

  Complaints Team at Binance.US

  Customer Answer

  Date: 06/27/2025

   
  Complaint: 23513624
  
  I am rejecting this response as it is completely unsatisfactory and fails to address the substance of my complaint. The business has simply restated a boilerplate policy without engaging with the specific facts of my case.
  
  The Issue is Possession, Not Support: The response hinges on xSHIB being an "unsupported asset." This misframes the issue. I am not asking Binance.US to list or support xSHIB for trading. I am stating that they are in possession of my property, which was delivered to a wallet they control on a network they do support (Ethereum ERC-20).
  
  "Unable" vs. "Unwilling": The business claims they are "unable to return unsupported assets." This is factually incorrect. "Unable" implies a technical impossibility. As Binance.US controls the private keys to the wallet address where the funds reside, they have the full technical ability to perform a simple outbound transfer. Their refusal is a policy choice, making them "unwilling," not "unable."
  
  Failure to Address the Facts: My complaint provided detailed evidence, including the Etherscan transaction record and past correspondence. The response from the "Complaints Team at Binance.US" has ignored all of this evidence and has not addressed the core question: Why can't they return assets that are verifiably in their possession?
  
  This is not a resolution; it is a refusal to engage. The linked policy page is a generic disclaimer, not a substantive answer to a specific complaint where assets are being held by the company.
  My desired resolution remains the same. I demand that Binance.US perform a manual recovery and transfer the *************** xSHIB tokens back to my personal wallet.
  
  Sincerely,
  
  **** ********

  Business Response

  Date: 07/01/2025

  Good morning,
  
  In reviewing this deposit, it has not been credited as the asset (xSHIB) involved is not supported at Binance.US. Unfortunately, we are unable to return unsupported assets. Our policy on unsupported assets can be found here: *************************************************************************************. Additionally, per our Terms of Use which the user agreed to when establishing their account, ********************** does not support recovering unsupported assets. The Terms of Use can be reviewed here: ***********************************************
  
  Thank you.
  
  Complaints Team at Binance.US

  Customer Answer

  Date: 07/02/2025

   
  I am rejecting this second response, which is as unsatisfactory as the first. The business has again failed to address the core facts of this case and is now attempting to hide behind a self-serving interpretation of their Terms of Use.
  
  Terms of Use vs. Good Faith: The business now cites their Terms of Use as justification for refusing to return my property. A "Terms of Use" agreement does not grant a financial institution the right to permanently keep a customer's assets when their return is simple and technically feasible. The principle of good faith and fair dealing requires a business not to act in a way that deprives a customer of the benefits of their agreement. Refusing to perform a simple, low-cost action to return significant assets is a clear violation of this principle.
  
  The Core Issue Remains Unaddressed: Binance.US continues to ignore the central facts:
  They are in possession of my property.
  They are technically able to return it, as they control the private keys to the wallet. Their claim of being "unable" is factually incorrect; they are simply "unwilling."
  They have never provided a specific, technical reason why this action cannot be performed, because one does not exist.
  
  A Policy of Seizure: Their stance implies that any user who makes a common mistake forfeits their assets, even when the company has the means to correct it. This is not a reasonable or fair business practice; it is a policy of seizure.
  
  This is not a dispute about the terms of a service; it is a dispute about the possession of property.
  Their policy and Terms of Use do not grant them ownership of my assets.
  My desired resolution has not changed.
  I demand the return of my property via a manual transfer of the *************** xSHIB tokens to my wallet.
  
  Sincerely,
  
  **** ********

• Initial Complaint

  Date:06/22/2025

  Type:Sales and Advertising 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 1.69 of bitcoins going in my my account my account number with ********************** is ********* it was changed before it close to me birthday my BTC address is 12bkNRiU4zoPP2saePcLKf82YNpqR27Hrm thats about ******* usd plus my Eth address contains ***************************************************** the blockchain I see how they stopped my 1.69 BTC for being transferred over to my account I ask to get what I need back asap before legal action is taken they have also stop replying to my on my app

  Business Response

  Date: 06/27/2025

  Good morning,

  Upon review, there are no account or blockchain records to support the claim that there was 1.69 BTC deposited to this users account and not credited. 

  This user has not contacted our customer support for assistance on this concern. We welcome them to chat with us and we would be happy to assist with any outstanding concerns.

  Thank you.

  Complaints Team at Binance.US

  Customer Answer

  Date: 06/27/2025

  Here are two of my addresses I know they stopped before it got to me but my example is how they with hold money from my BTC address show it is ********** BTC that over 6 dolllara right now but it shows on Binance its only 2.56 usd worth not true they owe me *** my eth address is 0 but on eth scan its 87 dollars Ill send screen shots on the eth address the one a capital and mine is a lower case its not the issue on eth it dont matter caps or not like Solana block chain caps is the main issue of wont show up somewhere else its money laundering I can prove it if they dont pay what I the sec dropped charges on I got the prove they need to charge them 

   

• Initial Complaint

  Date:06/20/2025

  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 unable to withdraw funds from my Binance US account due to withdrawal confirmation emails never arriving. This issue persists even after I followed all recommended steps, including whitelisting Binance domains, checking all folders (inbox, spam, junk), and verifying my account email.I have attempted to contact Binance US support through their chatbot and support system multiple times. However, the chatbot only loops through automated replies and does not escalate to a live agent or allow me to file a formal support ticket. There is no phone number, no responsive email, and no way to resolve the issue as a *********** this point, my money is locked without any explanation or path to resolution, which feels like a breach of consumer trust and could be considered unlawful restriction of access to personal assets.I am requesting immediate action to restore access to my funds, fix the email delivery issue, and provide human support.

  Business Response

  Date: 06/27/2025

  Good morning,

  Our records reflect that this user marked our emails as spam, preventing them from being received. 

  Binance.US offers live chat support which is available to assist with any account concerns. Our records reflect that this user has contacted our live chat support and the issue is resolved.

  Thank you.

  Complaints Team at Binance.US

• Initial Complaint

  Date:06/18/2025

  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 been trying to get "verified" for almost 2 weeks and customer service just keeps telling me that "their team is working on it". The support team opened a ticket 6 days ago. Ticket ID #********. The official customer service chat asked for a video of me and my ID. I sent this 6 days ago when the ticket was opened. Ever since then, Binance US will not respond to any of my requests for updates. The official chat platform has gone completely silent. I have also tried to delete my account, however the system will not allow me to do so. Thinking maybe I can just start the process over. My goal is to become verified and trade on their system.

  Business Response

  Date: 06/27/2025

  Good morning,

  This user's account is in the process of account verification. They will be notified via their open support tickets with any updates.

  Thank you.

  Complaints Team at Binance.US

  Customer Answer

  Date: 07/07/2025

   
  Complaint: 23484255
  
  I am rejecting this response because: this reply does not provide any details as to why the verification process is still pending.  As of this date/time, I have still not been verified.  It has been approximately 1 month since I began this process. 
  
  Sincerely,
  
  **** ********

  Business Response

  Date: 07/14/2025

  Good morning,
  
  This user's account is in the process of account verification. They will be notified via their open support tickets with any updates.
  
  Thank you.
  
  Complaints Team at Binance.US
  

  Customer Answer

  Date: 07/14/2025

   
  Complaint: 23484255
  
  I am rejecting this response because:  There is still no information as to what is wrong and when it will be fixed. 
  
  Sincerely,
  
  **** ********

• Initial Complaint

  Date:06/18/2025

  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.

  On 5/6/2025, I received an email stating the cryptocurrency Ethereum (ETH) was withdrawn from my account *********** ETH). This transaction was not made by me. I then attempted to login to my Binance.US account but upon entering my credentials the website stated my account was locked.I then contacted Binance.US support. I spoke to them on more than 5 occasions, spending hours talking to different representatives. They have provided me no useful information, attempted to resolve my issue, or allowed me access back into my account.They repeatedly tell me they will contact me through email, however I receive vague emails from them stating I have a message and to login to my account to view it, but I cannot login into my account. I have told them multiple times about this issue and they refuse to provide any solution.I have no information and no access to my account. They have stolen my money. The last known crypto balance in my account in equivalent dollars was $3230 on 12/3/24. I have not made any transactions since that time.

  Business Response

  Date: 06/27/2025

  Good morning,

  We sent multiple emails to this user in an effort to gain additional information to assist with their concern. However, they have not responded to our communications. If the user still needs assistance, our customer support team is available to assist them.

  Thank you.

  Complaints Team at Binance.US

  Customer Answer

  Date: 06/27/2025

   
  Complaint: 23483843
  
  I am rejecting this response because: What a joke. The whole premise of my complaint is that I could not login to view the company's response since my account is locked out and they will provide me no other away to communicate. Yet, here they are saying they sent me communications in the form of an email. For the 100th time, I cannot view any message they send me via email because their message states, "sign into your account to the view the message" yet I cannot sign in to my account. This is the most juvenile and low IQ behavior from a company I have ever seen.
  
  Sincerely,
  
  Nath Chongsuwat

  Business Response

  Date: 07/01/2025

  Good afternoon,

  To further assist this user, they would need to visit ************************************** and open a new chat session. We would be happy to explain to the user the next steps and information required from them through our customer support.

  Thank you.

  Complaints Team at Binance.US

  Customer Answer

  Date: 07/02/2025

   
  Complaint: 23483843
  
  I am rejecting this response because: I have already tried on multiple occasions over multiple hours and there is no representative willing to help provide a resolution as detailed in my original complaint.
  
  Sincerely,
  
  Nath Chongsuwat

• Initial Complaint

  Date:06/07/2025

  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 opened an account 5/30/2025. Number one did not realize there was a seven day hold on my money. Two I tried to sign in to my account on Monday 6/2. Could put in my email and password. Waited for the security code, when it came keyed it in and now it says there is a security hold. I immediately contacted support. Of course they are diligently working on this, I keep in touch each day and get the same robot responses. So day four I start to put a little more pressure on them and contact them about every hour. Supposedly has been escalated to the top of the pile. We are now day six of this issue, which is passed the seven day hold on my money. All I want is them to do is remove the security issue and reset so I can move forward with access to my money. I can get nowhere with these people.

  Business Response

  Date: 06/27/2025

  Good morning,

  This user's account has been closed due to a violation of our Terms of Use.

  Thank you.

  Complaints Team at Binance.US

  Customer Answer

  Date: 06/28/2025

   
  Complaint: 23439758
  
  I am rejecting this response because:

  I have not been made aware of what terms of use i violated. Also once I had access, there was an additional $5,000 sitting in my account as cash which I can now now find. I then contacted their support again tjat I was not able to find what they were directing me to. This needed to be responded to timely as they were (and now have) going to close my account and I would not have access. I have never heard back from support to try and recover my $5,000. 

  
  Sincerely,
  
  *** *******

  Business Response

  Date: 07/01/2025

  Good morning,
  
  This user's account has been closed due to a violation of our Terms of Use. The user withdrew all funds on 6/19/25 and the account is closed with a zero balance.
  
  Thank you.
  
  Complaints Team at Binance.US

  Customer Answer

  Date: 07/02/2025

  Yes my account did show zero. However, I deposited $10000 in their account, was able to make a $5000 purchase which was frozen initially for seven days and there was still a remainder of $5000 in my account balance. Then my account was locked and I could not get in for almost three more weeks. Finally once I was allowed access I sent my purchase and then wanted to send the remaking $5000 back to my bank account. I did that, however i cant find the money anywhere. I tried contacting their support on numerous occasions within the timeframe allowed to be in my acct before it was closed. They sent me instructions on how to track my funds. I was not able to complete this and the support never responded to my request for help with this. So now my account is closed and I have no idea where my $5000 is. 

  Customer Answer

  Date: 07/02/2025

   
  Complaint: 23439758
  
  I am rejecting this response because:

  Yes my account did show zero. However, I deposited $10000 in their account, was able to make a $5000 purchase which was frozen initially for seven days and there was still a remainder of $5000 in my account balance. Then my account was locked and I could not get in for almost three more weeks. Finally once I was allowed access I sent my purchase and then wanted to send the remaking $5000 back to my bank account. I did that, however i cant find the money anywhere. I tried contacting their support on numerous occasions within the timeframe allowed to be in my acct before it was closed. They sent me instructions on how to track my funds. I was not able to complete this and the support never responded to my request for help with this. So now my account is closed and I have no idea where my $5000 is. 
  
  Sincerely,
  
  *** *******

• Initial Complaint

  Date:06/04/2025

  Type:Delivery 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.

  I paid ***** Jordanian dinars in exchange for receiving approximately $7,000... and I received nothing.

  Business Response

  Date: 06/20/2025

  Good morning,

  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. You may contact ***********'s Customer Support team to bring this matter to their attention.

  Thank you.

  Complaints Team at Binance.US

  Customer Answer

  Date: 06/20/2025

   
  Complaint: 23416813
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******** *******

  Customer Answer

  Date: 06/27/2025

  This is a customer service response

  Business Response

  Date: 06/27/2025

  Good morning,
  
  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. You may contact ***********'s Customer Support team to bring this matter to their attention.
  
  Thank you.
  
  Complaints Team at Binance.US
  

  Customer Answer

  Date: 07/03/2025

   
  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.
  
  Sincerely,
  
  ******** *******

• Initial Complaint

  Date:05/26/2025

  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.

  This morning, I purchased $335 worth of BTC, but only $318 showed up in my account a 5% loss attributed to Binances so-called spread. While that alone feels egregious, it got worse. I immediately sent the *** to another address due to my frustration with Binance, and only $271 arrived. This all happened within one minute. *** is the most liquid crypto on the planet, and it did not drop during that timeframe. In total, I lost 20% of the transactioneither through fees, manipulation, or outright theft.That level of loss on a highly liquid asset in under 60 seconds is criminal in my opinion. I reached out to Binances support and was met with nothing but generic, dismissive responses. They claimed: Please note that spread essentially represents the cost of executing the transaction and is retained by Binance.US as part of their service fee.A 20% spread is not a fee its a scam. It is mathematically impossible that *** dropped more than 0.01% in that ******* make matters worse, I recently noticed that some of my crypto simply disappeared from my Binance account. I know exactly which tokens they were, yet they are no longer visible. Binance wont investigate unless I can provide the exact amount that went missing which is ironic, considering they have all the transaction history on their end. I watched the balance drop immediately and permanently. Its either been removed without explanation or outright stolen, and Binance refuses to acknowledge either.Their lack of transparency, accountability, and willingness to assist users is appalling. They rely on vague, copy-paste responses and do nothing to address real concerns. In my view, this is a dishonest, unethical platform that is actively taking advantage of its usersand they should be investigated, fined, and publicly held accountable for their practices.

  Business Response

  Date: 05/27/2025

  Good afternoon,

  Upon review, this user bought a specified amount of Bitcoin in exchange for USD. During this transaction, the user agreed to the exact amount of Bitcoin that they would receive. To lock in prices during the Preview Purchase screen, Binance.US includes a spread when you buy, sell or convert crypto. This user did agree to buy the amount of Bitcoin they received in exchange for the amount of USD that they specified. 

  For cryptocurrency withdrawals, fees may apply when users withdraw crypto. Fees are calculated and displayed on the Preview Purchase screen for review before you approve the transaction. The user was presented with the amount of fees charged for the withdraw in question and the user did agree to them. 

  In a review of the users account, we are unable to substantiate the claim of missing assets. If they are able to provide us with details of what they claim is missing, we are happy to provide them with further details. The user is welcome to download their transaction history from our website and perform an audit their records. 

  Due to the above, we are unable to provide any compensation to this user.

  Thank you.

  Complaints Team at Binance.US

   

• Initial Complaint

  Date:05/13/2025

  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.

  To Whom It May Concern,I am filing this complaint against Binance.US regarding the unjust closure of my verified account and the withholding of my ******** Binance.US account was closed without clear explanation, despite the fact that I had successfully completed full KYC verification. At the time of closure, the account contained approximately $20,000 USD in cryptocurrency assets.I do not contest the closure of my account. However, I have repeatedly contacted Binance.US support requesting a one-time withdrawal of my remaining balance to an external wallet, which is a standard and reasonable request. Unfortunately, Binance.US has refused to support this request and has not provided a valid legal or contractual reason for withholding my funds.I have exhausted the standard support channels, including email and online support, with no resolution. This lack of transparency and refusal to allow fund withdrawals despite account closure raises serious consumer protection concerns.I am requesting regulatory assistance to compel Binance.US to:1. Allow me to withdraw my remaining funds to an external wallet;2. Provide a formal explanation of why this request is being denied (if applicable);3. Comply with applicable financial regulations and consumer rights.Please find all relevant communication screenshots, timestamps, and wallet information available upon request.Thank you for your time and assistance in this matter.Sincerely, **** **** ************** 5/13/2025

  Business Response

  Date: 05/13/2025

  Good morning,

  This user was provided the contact information for Law Enforcement who are handling their case. We are unable to further assist with this matter.

  Thank you.

  Complaints Team at Binance.US