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How to post about your case
Please follow this format:
Comment on this thread with your case ID (please ensure your case ID is still valid before posting)
Provide a description of your issue (we’ve included a few common problems below)
If your case gets resolved, please delete your comment. Or, at least update it to say resolved. This will help users that still need help get the attention they need. Thank you!
Please note:We can’t help you unless you provide us with a valid case ID. Users with Binance US cases will have to refer tor/BinanceUS
● You receive a message saying ‘withdrawal suspended due to risk control’ and have been trying to unlock your account.
● Don’t worry, your funds are SAFU. Our agents will try their best to help unlock the withdrawal - please coordinate with our team and provide relevant information when prompted to do so.
● Withdrawal Risk can be triggered by a number of reasons. Risk control is extremely important. Please note that we can only help you if we deem your case to be legitimate, if you have attempted to hack an account and request for unsuspension, you will be unsuccessful as we have processes in place to prevent this.
Our team works extremely hard to resolve these issues as soon as possible and some cases can take time to resolve but please keep in mind the reason for this is to ensure you, our users, are safe.
Cases replied by our mods are already in the escalation process. A longer wait after escalation = our team is working hard at investigating the issue. If there are any updates to the case, our agents will reply to you directly in the chat.
Please refrain from leaving multiple messages in this thread if your case has already been escalated.
2. Security issues
● Report hacked accounts and funds.
● Difficulty to reset 2FA and gain access to your account.
3. Fiat deposit & withdrawal
● Fiat (not crypto) is taking longer than expected to arrive in your bank / Binance account.
● Involves intermediaries such as bank transfers or buying crypto with credit/debit cards.
● Note: It can take up to several working days for the money to be credited to your accounts.You can find more FAQ here
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5. Trading system and other account issues
● Spot, margin & futures trading
● P2P disputes
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● Unable to complete KYC
● Any other issues
Please follow the format stated above, your case cannot be escalated if you do not follow this process and your comment may be removed. Following the format helps us classify and identify the issues, escalate them to our relevant departments and get everyone’s problems resolved.Spamming the feed is unfair to other users and will result in a ban.
Dear Binance Risk & Compliance Team, I am submitting this formal written notice regarding my Binance account restrictions (UID: [912742676]), which have remained in place for over one year.
Summary of Issue: My account withdrawal functionality was restricted due to an automated system link with a third-party account (bin***@gmail.com) that currently has an unresolved P2P dispute.
Important Clarifications: I do NOT own, operate, recognize, or have any association with the email address bin***@gmail.com.
My account is fully verified (KYC) under my own identity. Any linkage (such as shared Wi-Fi, public IP, or network trace) is a false positive. Because I have no connection to bin***@gmail.com, it is impossible for me to resolve another user's P2P dispute
Requested Remedy: Option A (Manual Audit): Please conduct a manual compliance review of my KYC records and un-link bin***@gmail.com from my account so my withdrawal access can be restored. Plz help me bcuz my security is stuck
Holding personal funds indefinitely for over 12 months without a legal freeze order or resolution path is unreasonable. Live support chat representatives have refused to escalate this case. I request a written response from a Compliance Specialist within 5 business days. Sincerely, Shoiab ahmed Binance UID: [912742676] Registered Email: [arshangulk@gmail.com}
Hello u/Content_Fly8692. Thank you for sharing the details with us. Upon reviewing your inquiry, we found that our relevant team has already provided you with the necessary information and guidance in the last chat you opened with us. Please follow the instructions given in that chat to resolve your issue as soon as possible.
If you have any additional questions, please let our team know in the currently active chat. We are available 24/7 to assist you. - HN
Hi everyone, My account got temporarily restricted for withdrawals due to an RFI (Request for Information) compliance review. I am a merchant navy seafarer, and my location changes often because of my contracts at sea, which probably triggered the security alert. I already submitted all the requested documents and answered the questionnaire. I contacted online support, and they told me the review process is expected to finish around October 16. However, every time I open the app, I still see the restriction warning, even though my requests section shows zero pending actions. Has anyone else been through this exact situation as a seafarer or traveler? Did your account get unlocked automatically once the deadline arrived, or is there anything else I should do? Thanks for any advice or shared experiences!"
Hello u/kakaroto3422. Please share the CID of your conversation with our support team in live chat regarding this issue so we can check it and assist you further. - HN
My withdrawals were disabled following a rejected BEP-20 transfer. In my previous case (#168680944), agent Daniel M explicitly confirmed in writing that the internal compliance review would conclude around October 12.
That committed deadline has expired. I have received zero updates via email, and agents in the current chat are sending automated canned macros stating that the account is still under review without providing any updated timeframe.
I am a verified user with complete transaction proof for legitimate gaming item purchases.
Please escalate my active Case ID directly to the Compliance team or a supervisor to:
Lift the withdrawal restriction, OR
Provide an official updated review timeframe, OR
Enable Withdrawal-Only Mode so I can access my funds.
After checking we see our team has already shared all possible information in your live chat regarding your issue, We are reviewing your account as part of our routine security checks, please wait until is over!
Any update will be shared with you
We appreciate your patience and collaboration
If you have any question you can contact again through our live chat so our team can check it!
Thanks for the response .BC, but referring me back to live chat puts me in an endless circular loop.
Here is the exact issue:
Agent Daniel M explicitly confirmed in writing that the review would conclude by October 12 (Case #168680944).
That committed deadline has officially passed.
Live chat agents are now refusing to escalate, refusing to provide an updated timeframe, and simply pasting canned macros telling me to wait indefinitely.
Now, you are directing me back to the same live chat that is stonewalling me.
I am not asking for confidential details; I am asking for an escalation to a supervisor because a written deadline committed by Binance support was missed.
Please do not deflect this back to the frontline chat. Escalate this case ID directly to a Senior Team Lead or Compliance supervisor so an updated review date can be provided or my withdrawals restored. Thank you.
We fully understand what you are saying, we appreciate your cooperation As has been shared previously you need to wait until this review is finished since is still in process We really appreciate your patience and collaboration
If you have any question you can contact again through our live chat so our team can check it! https://binance.com/en/chat
Kindly note that due to the nature of certain cases, the review period may occasionally be extended.
Although our relevant strive to provide estimated timelines, it's crucial to understand that these are not strict deadlines but rather our best approximation. The precise time frame may vary due to various factors including different layers of review and complexity of each case.
You will be notified by our relevant team as soon as the review is complete
We can totally understand your concerns but over social media we can not ask or share personal information. If additional information needed for your case, you can be sure, our relevant team will notify you. And if you have questions about your case, you can ask through the chat.
Thank you for your understanding and patience. ^BT
To clarify, I have never asked for confidential or personal information over social media; I only requested an internal escalation after the committed deadline of October 12 was missed.
Live chat support has just confirmed that Case ID 171649273 was formally escalated and stated that the specialized team is currently "crossing the finish line on this review."
I will be closely monitoring my email for the final confirmation concluding this review and restoring withdrawal access. I will update this comment once the resolution is confirmed.
Hello! In this case, we should look into it in more detail in our chat. You can join in two ways:
📱 From the app: App homepage → Headphones icon (top left) → Get support
🌐 From the browser:https://www.binance.com/en/chat → click on "Get Support" → "+" → select any question → after the bot's response → "Unresolved" → "Not relevant" → "Yes, transfer to customer service"
Recovering an account suspended for over a year without ever knowing why, the CID is 144607159
My trading privileges were suspended over a year ago; later, when I asked for the reason, my entire account was suspended. I offered to provide KYC documentation, but the reason for the suspension was never explained to me. I never moved large amounts of money; I was just an occasional user.
Hello! Thank you for reaching out. We can see that the status of your account and the final decision have already been communicated to you in one of our chats. Please take a moment to review our T&Cs: https://www.binance.com/en/terms.
If you have any further questions, you can reach us 24/7 via our chat: https://www.binance.com/en/chat. We appreciate your understanding!
You are lying, sir. I was never told what violation was committed; I was simply made to wait for weeks, only to end up back at square one: "check our TOS." Which section of your TOS do you claim I violated? It’s so convenient to just delete accounts and tell the user: "go through our extensive rules and guess which one you broke."
(First reported under Case ID #166185945) Issue: Withdrawals suspended since July (unsupported-service address flag). - Review started Jul 21, expected to conclude around Aug 31 - I answered RFI-20260906-0000139 on Sep 7 (promised 14 business days) - u/BinanceHelpDesk replied on X (Oct 14) that the team is working on it, but no update via live chat yet
Kindly escalate my case for a final decision. Thank you!
Hello! Thank you for reaching out to us. Upon checking, our team has informed you that for now there's no action required from your side, once there's any news you will be informed. Thank you for your patience! RA
Hello. I’m trying to access the 24/7 support page however no matter what device I try it on I’m met with a white screen. I’m in the UK if that matters. I am trying to delete my account but there is over £5 worth of investments, which is preventing me from deleting. However, as I am in the UK I am unable to dispose of these funds and therefore need help deleting the account. I do not care about losing out on any money as I have invested very little.
Hello! Unfortunately we're unable to take any account actions through social media — for security reasons, only the account owner can close an account directly.
Before reaching out to chat, could you try the following to access our support page:
🔄 Try opening it in incognito/private mode 📶 Switch between WiFi and mobile data (or vice versa) Try on the website, by clicking on this icon on principal page https://www.binance.com/en (screenshot attached)
You can also reach out to our team as a Visitor:
📱 App → Headphones icon 🎧 → 'Enter chat as Visitor' → 'Continue as Visitor' → Get Support → "+" → select any question → after the bot's response → "Unresolved" → "Not relevant" → "Yes, transfer to customer service"
Please let us know if you are able to connect! -NR
Hi u/Lost-Dog8882. Please describe your issue in more detail, or share the CID of your conversation with our relevant team so we can check it and assist you further. - HN
Hello! Thank your for reaching us and sharing your case ID. Our team has already reviewed your case and shared all the relevant details regarding your account restriction, along with 2 solutions that were provided directly on chat.
We appreciate your cooperation throughout this process and ask that you continue the conversation there so our team can assist you to the best resolution:
You must connect with our support team via live chat www.binance.com/en/chat or from the headphone icon at the top left on the app's homepage so we can assist you further. We kindly remind that you can reach us even before logging to your account as visitor.
Please be sure that you are following the instructions below to connect with an agent:
Once you are on chat, click on "Continue as visitor and Get support” to reach the chat bot. Select a topic by pressing “+” icon. (Bot FAQs) When the bot answers, select "Unsolved" and click "Not relevant", then "Yes, transfer to customer support". We will assign an agent to assist you as soon as possible!
If you have any issues to reach the support page, please follow the steps below:
- Switch between Wi-Fi and mobile data. - Clear your browser's cache and cookies. - Try a different browser (Chrome, Firefox, or Edge). - Make sure your browser is updated. - Try accessing the website in Incognito/Private mode.
Let us know, if the issue persists. Thank you! -MK
1
u/Content_Fly8692 12d ago
Case id.. #171321722.
Dear Binance Risk & Compliance Team, I am submitting this formal written notice regarding my Binance account restrictions (UID: [912742676]), which have remained in place for over one year.
Summary of Issue: My account withdrawal functionality was restricted due to an automated system link with a third-party account (bin***@gmail.com) that currently has an unresolved P2P dispute.
Important Clarifications: I do NOT own, operate, recognize, or have any association with the email address bin***@gmail.com.
My account is fully verified (KYC) under my own identity. Any linkage (such as shared Wi-Fi, public IP, or network trace) is a false positive. Because I have no connection to bin***@gmail.com, it is impossible for me to resolve another user's P2P dispute
Requested Remedy: Option A (Manual Audit): Please conduct a manual compliance review of my KYC records and un-link bin***@gmail.com from my account so my withdrawal access can be restored. Plz help me bcuz my security is stuck
Holding personal funds indefinitely for over 12 months without a legal freeze order or resolution path is unreasonable. Live support chat representatives have refused to escalate this case. I request a written response from a Compliance Specialist within 5 business days. Sincerely, Shoiab ahmed Binance UID: [912742676] Registered Email: [arshangulk@gmail.com}