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:06/16/2025

  Type:Billing 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.

  The date of the transaction is May 13 2025 I did a wire transfer of $16,500.00 to my bitstamp account on May 13, 2025 which they confirmed and was added to my bitstamp account May ******* at 11:02 AM Bitstamp is a crypto site that you can buy crypto currency, so i wanted to buy btc/usdt and then send to my personal storage account with other wallet I have not been able to use my deposit in my bitstamp account to exchange to btc/usdt and i have been asked to provide diffeerent details like w2 and questionaire, which i have provided it to their support team and is been a month now and still no positive feedback Bitstamp support has been slowed in solving the dispute. I have called severally and sent so many emails and all they keep saying is that they are working on it and this is over a month now I need my deposit returned back to my account if they wont allow me buy and send btc/usdt on my bitstamp account

• Initial Complaint

  Date:05/24/2024

  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.

  Account ******* Reference ************** I recently opened a bitcoin wallet account with ********************** . I deposited ****** usd into my account and purchased Bitcoin. I would like to either sell my bitcoin or withdraw it but my account is not allowing me to access those features. I went through a video call verification with them several days ago and I have called and emailed their customer service numerous times in an effort to get a resolution. Every time they say there is nothing they can do . My funds are basically locked and I cannot trade them or sell them. This is unfair to the customer. Ive complied with every request they have made of me and to have my funds sitting there without being able to trade or withdraw them isnt fair .I am looking for a quick solution so that I can sell my bitcoin and withdraw my funds. At this present time Im unable to do either . My last contact with Bitstamp was today 5/23 two phone calls and two emails. Still no resolution.

• Initial Complaint

  Date:02/12/2024

  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 have contacted the Bitstamp customer service and their complaint customer complaint center, they gave me pushing me away and not providing me answer why they freeze my legitimate funds and would not let me sell nor withdraw my funds back to my banking account. I even gave them evidences that my source of funds were legitimate. It has been 15 days. No answer from Bitstamp. COMPLAINT ID # *****

  Business Response

  Date: 02/20/2024

  Hello,

  Please see Bitstamp's official response to the complaint.

  Please let us know if there are any additional questions.

  Thank you 

• Initial Complaint

  Date:01/02/2024

  Type:Product 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 have been using bitstamp for several months without any issues. On December 8, 2023, I wired some money and account was locked. I have opened several tickets on issue and have had no acceptable resolution or ETA on fixing the issue. So wire money is locked and have been unsuccessful in getting it back. Ticket bit-******* and complaint-*****

  Business Response

  Date: 01/02/2024

  Dear valued customer,
  
  

  
  
  Best regards,
  
  Bitstamp Complaint office
  Bitstamp
  
  You may also reach us on any of the following phone numbers: 
  
  ****************** (**) | ***************** (US) | ****************** (other countries) 
  
  Web: *********************
  
  
  This e-mail and any attachments may contain confidential and/or privileged information and is intended solely for the addressee. Any unauthorized use, review, retransmissions, dissemination, copying or other use of this information by persons or entities other than the intended recipient is strictly prohibited.
  
  ---

  Disclaimer:Email is inherently insecure and Bitstamp Limited is unable to guarantee the protection of your privacy as stipulated in our Privacy policy. If you send your documents to our email we invite you to encrypt your files using our PGP key, which you can download here:**********************************

  Customer Answer

  Date: 01/02/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   This is what bitstamp tell all their customers with issues concerning locked accounts.  The problem is that there is no estimated time frame which is unacceptable to customer.  Customer is requesting a refund of wire because it has been almost 4 weeks without a solution  

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business Response

  Date: 01/28/2024

  Good Evening,

  Please see the Bitstamp Response to the complaint rejection attached.

  Please let me know if you have any questions.

  Thank you 

  Customer Answer

  Date: 01/30/2024

  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 and the matter has been resolved.
  
  Sincerely,
  
  *****************************
  
  
  
   
  
  

• Initial Complaint

  Date:12/18/2023

  Type:Billing 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 deposited funds into Bitstamp and proceeded with basic and video verification to unlock my account for use. They have not unlocked my account and will not give me a reason or a time when their review will be completed. My funds, $50,000, remain locked such that I cannot even remove them. I have been in daily contact with them by both phone and email and continue to get useless answers like We will notify you when we have completed our review. In terms of charges they taxed my deposit with a fee but the funds I am seeking are my own.

  Business Response

  Date: 12/27/2023

  Good Evening,

  Please see the official Bitstamp Response to the customer complaint.

  Please reach out with any questions.

  Thank you

  Customer Answer

  Date: 01/02/2024

  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 and the matter has been resolved.  Ultimately they returned my funds, but I do have to say the process was not opaque and was infuriating.  They should be more upfront about the process and the time involved.  Not well run.  Poor communication.
  
  Sincerely,
  
  *****************************
  
  
  
   
  
  

• Initial Complaint

  Date:12/01/2023

  Type:Product 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.

  On 17 Nov 2023 I opened an account with ********************** and deposited 99k into it. I was immediately blocked from trading, sending or withdrawing the funds. When I contacted them they said I had to join a video verification process at **** in the morning on the following Tuesday. I attended that early morning meeting and gave them all the information they asked for. They said they will get back to me 'in the shortest timeframe possible'. I have called them almost daily since then to check on the progress and I keep getting the same canned response from each of their representatives that they are 'working on the issue' and will get back to me 'in the shortest time possible'. I asked them what specifically the issue was with my account and he said he didn't know. I asked to speak to a different person, someone higher up, and he told me that wasn't possible. He kept saying to contact the complaint department but there is no information for a 'complaint' department, it only lists their support number which I continue to call and try to get resolution. I now said I just want to close the account and I want my money back. He said he couldn't help me with that either. I've sent email messages about closing my account but I don't get any response from those either. It doesn't matter if I call or email, I don't ever get a response other than 'I will receive a response in the shortest time possible'. They are keeping my funds hostage and I just want my funds returned to my bank. I've never had these issues with other platforms I use. I just want my money back since I will NEVER use Bitstamp.

  Customer Answer

  Date: 12/08/2023

  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 and the matter has been resolved.
  
  Sincerely,
  
  ***************************
  
  
  
   
  
  

• Initial Complaint

  Date:09/08/2023

  Type:Product Issues
  Status:

  UnresolvedMore 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.

  1.I have deposited more than $50K through ACH and wire transfer from my bank account for investment. I received the money on August 31, 2023. When I tried to transfer crypto, they denied it and requested video verification the following day. After I completed the verification, the representative said she would email some more questions to answer, which I have not received even after seven days. I called them almost daily, but the representatives always said that the other department was working on it and would get back to me as soon as possible. You cannot even talk to the specific department you need to talk to. You cannot escalate. Ive sent them several emails, too, but they cant precisely answer when I can use the funds or how much longer it will take. They even prevented me from withdrawing my funds back to my bank account.

  Business Response

  Date: 09/11/2023

  Dear valued customer,
  
  

  
  Thank you for taking the time to communicate to us why our service did not meet your expectations.
  We have every desire to address your issue and provide the best solution available to resolve it as soon as possible. Our team is currently looking at it with a view to responding to you within the shortest time frame. In the meantime, if you need to provide us with additional information, please do not open an additional ticket, but update the information you have already given in the same ticket, so we are certain we do not miss out on any important information from your side.
  
  
  
  Best regards,
  
  Bitstamp Complaint office
  Bitstamp
  
  You may also reach us on any of the following phone numbers:
  
  ****************** **** * ***************** **** * ****************** ****** **********
  
  Web: ****************

  Business Response

  Date: 09/19/2023

  Good Afternoon,
  
  I hope all is well with you.
  
  I wanted to submit an official response to complaint # 20570064; However, the system is not letting me do this.
  
  Please see the response attached to this email.
  
  Thank you in advance for your time.

  Customer Answer

  Date: 09/22/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:
  
  They wanted me to do a second video call with them and there's no other time or day available except at 4:30AM of Friday. I woke up early hoping they would resolve the issue but they asked me the same questions from my first video interview. They can't provide me a reason why Is my account still blocked even after 3 full weeks. They can't  even provide me any time frame when will it be resolved or even will they send me an email. It's like back to square 1, nothing's changed. I'm still waiting.
  
  
  
  
  In order for the BBB to appropriately process your response, you MUST answer the question above.
  Sincerely,
  
  ****** ***** ******