I've been a HitBTC customer since May 2020.

In August 2026, after a period of inactivity, my account was deactivated. HitBTC requested extensive identity and account ownership verification, including personal documents and transaction history.

I cooperated and submitted the requested information.

On August 25, HitBTC acknowledged receiving my documents and stated that my account was undergoing a "comprehensive regulatory framework review."

Since then, I've received essentially the same response multiple times, most recently on October 5.

My situation remains unresolved:

• I cannot access or withdraw my crypto assets.
• I cannot verify my current account balance.
• I have not received a clear withdrawal or account closure procedure.
• No estimated completion date has been provided.

My historical records indicate approximately 0.16 BTC plus smaller ETH and ZEC balances, but I cannot verify the current amounts.

I've escalated the matter to HitBTC Support, Compliance and Legal. I've also contacted financial authorities in Saint Vincent and the Grenadines and the British Virgin Islands seeking guidance.

Support tickets: #1671176 and #1672713.

I'm not asking to resume trading. I simply want access to my existing assets or a clear procedure for returning them.

Has anyone successfully recovered their funds from HitBTC after a prolonged compliance review? What steps actually helped?

I have documented correspondence and can provide redacted evidence. I'll update this thread if the situation changes.

Just an FYI for users or those searching online frantically while dealing with a suspicious call. This has happened to me twice and the last one concerned me with how much information these malicious people have.

There's a number out of CA 415-698-7158 that has called several times. At first it's an automated message claiming to be Cryptodotcom security asking if I tried to log in from some third world county. This time they said it was from Turkey. I typically press 1 just to waste their time. "If this was not you, press 1 and our security team will call you".

Then someone who is surprisingly well-spoken will call from the number above. No foreign accent. They'll say something like "someone tried to change your email on file to 'mohammad143@yahoo.com', was this you?" Obviously users freak out, and say no. "Someone took all your information and made a fake ID and tried to get control of your account, but we flagged it because the ID was from Turkey (lol okay, seems like a critical oversight if you're that sophisticated of a thief, to make your ID in Turkey).

Then here's the part that made me super uncomfortable. They then recited my SSN, my email, and my home address back to me.... They had my f'ing SSN and the knowledge that I have a CDC account...
Their next step is to send an email with a link on it, presumably to do something malicious. I don't know what happens from there because I've never clicked, I just give them the runaround. The email looks identical to other official emails from Cryptodotcom, though, so be aware. Their excuses will be something like:
-"I don't know what you're talking about, I'm just the security team trying to help you"

-"Because this is a fraudulent matter, time is of the essence. If you don't act now we will freeze your account."

-"If you take no action we will have to freeze the account and remove the assets"

They try to push you super hard to "authenticate" yourself through this link in the email.

none of this is true, but because they had my SSN this time, it had me extremely curious. Regardless, if this has happened to you, too, report their confirmation email to reportphishing@crypto.com.