Hello,

Thanks for reaching out - we're here to help! Our team is looking into your issue and will be responding to your original request soon.

While we follow up on your issue, feel free to check out our frequently asked questions https://support.binance.us/hc/en-us
and blog https://www.binance.us/en/blog!

Thank you and we will be in touch soon!
Binance.US Team

September 13th:

Get an email from another automated reply

Hello,

Thanks for reaching out - we're here to help! Our team is looking into your issue and will be responding to your original request soon.

While we follow up on your issue, feel free to check out our frequently asked questions https://support.binance.us/hc/en-us
and blog https://www.binance.us/en/blog!

Thank you and we will be in touch soon!
Binance.US Team

Septemeber 14th:

Got a reply from them

Hi there,

We will need the following to initiate a return by wire transfer of the funds currently deposited on your account. Please provide:

Your Bank Name

An active Bank Account Number with that bank

The account holder name needs to match the name of the BAM account holder

The information you provided us does not have a name that matches your Binance US account.ย?

Best,

Lando

***That is right, they asked for the same exact info we already sent them.

This time we sent the same info, but explained how the bank account was his old bussiness.

My Binance account used my name XXX XXX, and I sent the wire transfer from my now closed companies bank account, R*** Electric Contruction. I hope that that isnโ€™t a problem.ย?

Please get back to me if there is a problem. If I have to prove I own the R*** Electric bank account, I can do that.ย?

Thanks.ย?

Got a fast reply from them:

Hi there,ย?

Could you please provide us with a bank account in your name: XXX XXXX

We are unable to wire funds back to an account that does not have XXX XXXX attached to it.

Best,

Lando

No clue why they are trying to send back money to a totally different bank account than where the money came from but we sent all the infomation to them for one of his personal bank account.

September 15th:

Got a reply

Hello,

The responsible team is now reviewing this, and we'll get back to you as soon as we can.

Best,

Lando

September 18th:

Haven't heard shit back from them. Looks like it takes them over 3 days to read two sentences. Sent them an email

Hey, itโ€™s been a couple days since I last heard from you guys. If there is a problem with the information for the return wire,ย?please let me know. I think signing up with my personal information then sending the wire transfer from my, now closed business R*** Electric, messed this whole process up. Itโ€™s been over a month, please keep me up to date.ย?

Thanks

September 23rd:

This is where big dog Biggs comes into play

Hi-

We're looking into it now.
Sorry for the delay.ย?

Best,

Biggs
Binance.US Support

Hello Mr. XXX XXXX,

Thank you for reaching out to us and if you can please help us with some information so that we can properly get your funds back to you.

- Why did you wire the funds from a Business account?
- Is R*** Electric Construction, Inc still in business? If so why was that account closed and do you have a new account opened?
- Can you provide us with documents showing that you are the owner of R*** Electric Construction, Inc?
- Written explanation of the various locations that you logged into Binance.US from?

Best Regards,

Binance.US- Support Team

We replied saying:

1. My grandson is helping me with buying Bitcoin. He helped me signup, then left it to me to make the wire deposit. I didn't know it would be a problem send the wire from the R*** Electric bank account.

2. R*** Electric is no longer in business. I sold R*** Electric Construction to a company called XXX XXXX over a year ago. They bought the assets of the company, not the bank account, or my building. They don't use the R*** Electric name. I have the settlement statement attached. The bank account is still opened, and is the same account that I used when the business was in operation.

3.ย? There is the Asset Purchase Agreement (APA) and the Settlement Statement attached from when I sold the company. I hope this is sufficient.

4. I think there would be two locations. First one would be ***, which is where my shop is from when I had ran R*** Electric. Then the second location would be at my grandsons house in ***. We signed up for Binance and did the verifications from my shop, then the day the wire deposit was transferred, my grandson tried to login from his house to help me out with buying Bitcoin. Since then the account has been locked.

Thanks

Sent with ProtonMail Secure Email.

September 23rd:

Hello,

Thank you for providing us with this information.

We've escalated your request to the responsible department to review.

We'll respond as soon as we can with an update.

Regards,
CS Luke

October 4th:

Hello Laurence,

So sorry for the delay in our response!

Can you please provide us with the most recent bank statement from the corporate account showing that you are an authorized signer for that account?

Additionally, can you also provide us with your last bank statement issued by Greenwood Credit Union?

We look forward to your update and to assisting you with this further.

Best,

Kai
Binance.US Support

October 21st:

It took a little for my grandfather to get the information together, but we got everything together and sent it.

Hey, I have gathered all the information you need I would think. All documents are in the same PDF. Please see attached file.ย?

Thanks

Response from them:

Hey Binancian,

Thank you for contacting Binance.US Support.

We've received your request and our friendly support team is reviewing your email, and we'll get back to you as soon as we can. In the meantime, we invite you to check out our FAQ and Social Media channels for more information:

If you have any question regarding our Account Verification process and Security tips:
https://support.binance.us/hc/en-us/categories/360003712873-Account-Verification-and-Security

You can find out everything you need to know regarding Deposits & Withdrawing assets here:
https://support.binance.us/hc/en-us/categories/360003676674-Depositing-and-Withdrawing-Assets

All information regarding our Trading & Fees can be found here:
https://support.binance.us/hc/en-us/categories/360003676634-Trading-and-Fees

More information regarding our Blog & Social Media channels can be found here:
Blog: https://binanceusl.ink/blog
Telegram: https://binanceusl.ink/telegram
Twitter: https://binanceusl.ink/twitter
Instagram: https://binanceusl.ink/instagram
Facebook: https://binanceusl.ink/facebook

We look forward to assisting you!
- Binance.US Support Team

October 29th:

Haven't heard anything so we sent them an email

Hey, I am just checking on the status of the return wire. It has been almost a week since I got an email saying you guys we're reviewing it.

Thanks

November 1st:

This is being reviewed! Thank you.ย?

Best,

Biggs
Binance.US Support

November 5th:

Hello,

Thank you for reaching out to us, and we apologize for the delay.

We appreciate your continued patience regarding your Cash Account Verification.

Please rest assured, we are working expeditiously on this issue and have escalated this to our payment processor, Prime Trust. Your application is currently under manual review. All applications are reviewed in the order they are received.

I cannot give any specifics to the timeline of your review; however, as soon as there is a status update regarding your application, we will reach out to you via email.

Again, we sincerely appreciate your continued patience, and we will reach back out to you with an update as soon as we receive one.

Respectfully,
Leia
Binance.US Support Team

Patient we we're for almost a month with no response

November 22nd:

It has now been a whole month since I have sent you all my information proving that I own the R*** Electric bank account. It has been exactly 3 months now trying to get my money back. What is the problem here? I am losing my patience, how would you like it if a company locked your account and wouldnโ€™t give you your $100,000 back? Why did you accept the wire transfer only to close my account a minute later and make me fight for my money? If within the minutes of you accepting the wire transfer and locking the account, that means you knew that you shouldnโ€™t have accepted it. You guys are playing with me. It doesnโ€™t take a month to review 5 pages of info and send a wire transfer. Do I need to buy a plane ticket and pay you a visit? Email doesnโ€™t seem to be working too well. I have a cousin in California who is a judge as well and will take legal action. I didnโ€™t want to play this card but I have no choice left, if this goes for another week. I want my money back. And where is the harm in sending back money exactly where it came from? I really donโ€™t see why you have dragged this on for so long. Am I being targeted being over 80 years old? Are you waiting for me to die to keep the money?ย?

Donโ€™t give me a one sentence response. I want full detail of the matter and an estimation of when that money will be back in the Ryan Electric bank account. For all I know, I am getting bullshitted by you guys, and you may not even be doing anything to fix this. Just keep dragging it on for another year, maybe Iโ€™ll be dead by then.

Well well well, you send them a nasty letter and they are right on top of it.

Hi-

I'm really sorry about the delay here, somehow this ticket was pushed back in our queue. We are definitely handling this and I reminded the team as well. They did ask for one more thing, can you get a note from your bank stating that the R*** Electric corporate account was closed? We will need that to proceed. I will be handling this going forward, don't hesitate in asking questions and I'll make sure I answer them in a timely manner. Thank you and again, apologies on the delay here.ย?

Best,

Biggs
Binance.US Support

This dude is acting like he is here to help, and he had us fooled. Anyways we apologized for that email.

Thanks Biggs. Sorry for my rant, I appreciate the response. The R*** Electric Corporate bank account is still open as I am still chasing invoices from when I was in business. The business itself is closed.ย?

November 23rd:

Hi,

It's completely understandable. I need to follow up with the other team, just left them a memo and will touch base when I hear back. Feel free to message me if you do not hear from me tomorrow, but I expect to have an update then.ย?

Best,

Biggs
Binance.US Support

Hi, you should be good to withdraw now. Let me know if you have any trouble doing so and apologies on the delay here. Thanks.ย?

Best,

Biggs
Binance.US Support

whooo big relief, so we think...

We replied with

Thank you so much, this is a big relief. I thought the account was going to remain disabled, but it seem like everything is normal on the exchange. Could I continue doing business with you guys and use your exchange now that things are settled?

Sent with ProtonMail Secure Email.

Biggs replied

Dear Mr. XXXX,

We are sorry about the delay and inconveniences we may have caused, but sadly we are going to stay firm on the decision made on Aug 29th. We kindly request you to withdraw the funds from the account in the next 72hrs.ย?

If you experience any issue with the withdrawal, please don't hesitate to contact us and we will help you as soon as possible.ย?

Best,

Biggs
Binance.US Support

From here, we have nothing but problems trying to do a wire withdrawal. Sent him an email.

When I go to the wire withdraw page, it has my name locked in and I can't change it to R*** Electric. Should I just wire it to my Greenwood Credit Union account instead, or do you think the wire will work with my name?

Greenwood Credit Union sounds like your best bet then.ย?

Best,

Biggs
Binance.US Support

So we try it, and it's not working, we sent an email to him again.

I started the wire, but I haven't received the confirmation email from Prime Trust. It's been around 20 minutes, checked my spam and everything. I addedย?info@primetrust.comย?to my contacts, not sure if that is the email to whitelist or not. Should I try to do another wire withdrawal?

His response

I just asked the team if they sent one out or not, I will let you know what I hear.ย?

Best,

Biggs
Binance.US Support

November 25th:

Wire isn't working, tried a bunch of things but the confirmation email never gets sent to confirm and start the withdrawal.

Hey, I went to the account and under withdrawals it said failed, but like I mentioned I never got the email to confirm it. I tried again, and the same thing is happening. I attached some screenshots.

November 27th:

Hey Biggs, Iโ€™m not sure what to do about the wire transfer. I triple checked all the information and I know itโ€™s correct. It knows the bank name automatically once I enter the information, which means to me the routing number is correct. It says failed under the status for each try I did. Even right after I put the info in, I never seen it say pending, or open, just failed. Iโ€™m not getting the email to confirm that I want to withdraw, so I donโ€™t think your team will ever get it.ย?I tried to use the checking account number instead of my savings and that didnโ€™t work either. I canโ€™t change the name of the wireย?to try to send it to the R*** Electric account, so Iโ€™m not sure what I should do. If you would let me buy DAI then get off your exchange, that would work, but donโ€™t know the legality of that. Let me know, itโ€™s been over that 72hr limit and Iโ€™m not sure what to do here.ย?ย?

Thanks

His response

Hi, still looking for a solution here, don't worry I'll make sure it gets handled. Thanks.ย?

Best,

Biggs
Binance.US Support

December 2nd:

Can you try whitelisting this email then trying again?

no-reply@primetrust.com

Best,

Biggs
Binance.US Support

Still doesn't work, sent him a reply

The same thing is happening. Is it normal for it to say failed under the status on the withdraw page, as soon as you submit it?

Stuck in limbo, I tried to so a wire withdrawal 6 times, different banks, and even different account numbers for each bank. Never worked.

Hello Biggs, I have tried to withdraw to another bank account, this time with Washington Trust, and the same is happening as the other bank. What can we do here? Doesn't seem like wire withdrawals are going to work.

Sent with ProtonMail Secure Email.

December 6th:

THIS IS THE REAL KICKER OF THE WHOLE STORY, GET A LOAD OF THIS SCHEME.

A little background here. I didn't try to do ACH originally because my grandparents are scared of online banking. I sent this email asking about doing ACH and if it is alright, and in the mean time, convicted my grandparents to sign up for online banking with Washington Trust, since that was the only bank that they have that was on Biances ACH list.

Mind you the account has been active now for a couple months, with withdrawals only enabled.

December 6th:

Hey Biggs, my money is still on the exchange and wire withdrawals don't work it seems. Is there a way to maybe go straight to Prime Trust to withdraw it? I see there is ACH, as well, not something I really want to do, but would it work if I setup online banking with Washington Trust? Or would it not work since my account is limited?

Thanks

NO RESPONSE AT ALL BUT THEY FUCKING DEACTIVED THE ACCOUNT RIGHT AFTER THAT EMAIL ASKING ABOUT AN ALTERNATE WAY TO GET THE MONEY OFF THE EXCHANGE

December 7th:

Hey, I am looking to talk to Biggs. I just got my online banking setup with Washington Trust, and now my account is disabled with the $100,000 on there. I was just logged in yesterday. This needs to be fixed, I think I finally found a way to get it off since wire withdrawal were not working, which I have sent numerous emails to you about. I haven't received a response from you in a few emails now about my troubles getting the money off, and now you close my account?ย?

Please respond asap. Thanks

2 months pass, with no response.

January 3rd:

Yet agian, the ticket got wiped.

Hello,

Thank you for notifying our team! We've received your request #157521.

We are currently experiencing a high volume of customer inquiries. While our team is answering all queries in the order received. One of our representatives will respond to you as soon as we're able to.

In the meantime, while our system is not able to automatically process your verification. We have escalated your request to our OnBoarding department, and they will manually review your case during regular business hours (Monday through Friday). The moment we have an official update, we'll respond as soon as we can.

If you have any questions about the status of your verification, please let us know!

Respectfully,
Binance.US Support Team

January 6th:

Hello,

Thank you for notifying our team! We've received your request #171594.

We are currently experiencing a high volume of customer inquiries. While our team is answering all queries in the order received. One of our representatives will respond to you as soon as we're able to.

In the meantime, while our system is not able to automatically process your verification. We have escalated your request to our OnBoarding department, and they will manually review your case during regular business hours (Monday through Friday). The moment we have an official update, we'll respond as soon as we can.

If you have any questions about the status of your verification, please let us know!

Respectfully,
Binance.US Support Team

January 7th:

Hello,

Thank you for notifying our team! We've received your request #177681.

We are currently experiencing a high volume of customer inquiries. While our team is answering all queries in the order received. One of our representatives will respond to you as soon as we're able to.

In the meantime, while our system is not able to automatically process your verification. We have escalated your request to our OnBoarding department, and they will manually review your case during regular business hours (Monday through Friday). The moment we have an official update, we'll respond as soon as we can.

If you have any questions about the status of your verification, please let us know!

Respectfully,
Binance.US Support Team

January 8th:

Sent them an email

REQUEST #45390

That's the request ticket number that goes with the emails, incase I get someone other than Biggs. I need to get my money off the exchange, and I have been trying wire withdrawals at different times, and none of them worked. I never got the confirmation email, on 5 or more tries. I tried different banks, and accounts, nothing. I never heard back about it either. I never done online banking, but I saw ACH on the withdrawals page, and since wire isn't working, I decided to bite the bullet and enable my online banking with Washington Trust.

My account has been limited from trading for over a month now, and only had it enabled to withdraw, which never worked with the wire method. I never got help form you guys, after sending multiple emails.

A couple days ago, I emailed you guys about trying this ACH transfer, asking if it would work. In the meantime I went ahead and got online banking setup anyway. The very next day my account is locked. Having it limited for months, then me emailing you the day before, asking about me trying ACH, then having the account DISABLED just before I got setup with my bank for online banking, looks like a scam. A lot of actions over the past 5 months have seemed like a scam.

What happened to Biggs taking this ticket personally until I got settled? Seems after I never got confirmation emails from the wire withdrawals, and adding Prime Trust to my email contracts/whitelist didn't work, he just stopped talking to me.

Last time I was ignored, I had to send a nasty email to you guys, then all of a sudden I started to get help. Then I cooled down, and yet again you guys are ignoring me.

This has been quite a few emails now without a response.

Get back to me soon, or I will have to take legal action. This is absolutely ridiculous. All my emails and screenshots I have taken, I am ready to go to court.

January 11th:

Sent them an email

You're killing me here with this whole thing. Not sure why you locked my account, could you please enabled it again with withdrawals only so I can get my 100k off of there trying this ACH method.

Thanks

January 13th:

Gave you guys a couple days to respond still nothing. Whatโ€™s going on here?

Sent from ProtonMail Mobile

January 18th:

Hey Binancian,

Your support ticket is #209721. We are working through a high volume of customer inquiries. Our dedicated support team is answering all queries in the order received and one of our representatives will respond to you as they are able.

Feel free to read our FAQ and follow us on social media for the latest product updates and announcements:
- FAQ: https://support.binance.us/hc/en-us
- Twitter: https://binanceusl.ink/twitter
- Instagram: https://binanceusl.ink/instagram

Please note that our support emails are sent through a 3rd party (ZenDesk) so they will not include your anti-phishing code.

We look forward to assisting you!
Binance.US Support Team

Hello Binancian,

We wanted to let you know that we are still working on your ticket and apologize for the wait. Solving your issue is a priority to us, but at this time, we are experiencing a high number of support requests. All inquiries are being processed and responded to in the order received by our dedicated support team.

Please DO NOT send any additional tickets or responses on your existing ticket as it can move your request further back in the queue.

Please check out all of our FAQs on Support.Binance.US: https://support.binance.us/hc/en-us

Thank you for your patience, and we will update you as soon as we can!

Binance.US Support Team

January 22nd:

Whatโ€™s is going on here? Been weeks Iโ€™ve been waiting for a response. You canโ€™t keep my money, Iโ€™m sorry, seems like you want to. So unlock my account for withdrawals please. Should be illegal for you to lock someone account with $100,000 on it.ย?

Sent from ProtonMail Mobile

January 28th:

Hello, I am still waiting for a response on what is going on here. My money is still on your exchange and need to get it off there.

Sent with ProtonMail Secure Email.

Hello,

Thank you for notifying our team! We've received your request #232389.

Please note all USD Verification applications are manually reviewed and processed in the order received. The moment we have an official update, we'll notify you by email as soon as possible.

Sincerely,
Binance.US Team

January 31st:

Itโ€™s been almost 2 months since you guys have responded to me. Stop fucking around and unlock my account so I can try this ACH withdrawal method. The $100k on there is mine, not yours. The account didnโ€™t even have trading abilities yet you lock me out as soon as I mention trying ACH withdrawal in an email. So scammy, I canโ€™t even believe this. No balls to respond back either huh? I know you see these emails Biggs.ย?

UNLOCK THE FUCKING ACCOUNT.

Agian another fucking new ticket number, really pissin me off.

Hello,

Thank you for notifying our team! We've received your request #267722.

Please note all USD Verification applications are manually reviewed and processed in the order received. The moment we have an official update, we'll notify you by email as soon as possible.

Sincerely,
Binance.US Team

Now we get an automated email about verification for a locked account? Makes no sense.

February 9th:

Hello,

Thank you for reaching out to us.

Regarding your USD Verification, your application is currently under manual review. All applications are reviewed in the order they are received.ย?

We aim to get you on our platform in a timely manner and appreciate you providing accurate and valid documents to make this possible.ย?ย?

Your status will be updated on theย?Appย?and you will receive an email once verified.ย?

If you have another issue, please create a new ticket.

If you'd like to reset your account, please create a ticket under 'Account Verification -> Reset Verification'.

Look forward to seeing you on Binance.US!ย?

Best,

Biggs
Customer Service Specialist
Binance.US Support

And that brings us to today March 5th, with no response, account still locked, and they still have my grandfathers $100k. I have expressed my situation on the Bianance forum months ago only to be attacked by people on there, white knights and the mod Symbolic. They are saying I deserve it since he sent the wire from a business account. Really?

Lets bring these greedy fucks to their knees. Fuck Bianace and fuck their BSC copy cat chain with no innovation. Just a CZ money grab.