Consumer complaint received 2025-10-13 00:00:00
Product: Money transfer, virtual currency, or money service — Virtual currency
Issue: Other service problem — 
Company: Winklevoss Exchange LLC
State: CA

Complaint narrative:
Systematic Account Access XXXX XXXX XXXX XXXX XXXX XXXX XXXX Suspected Liquidity Crisis Complainant : XXXX XXXX XXXX Account Verified Since : XXXX Case Reference : Ticket # XXXX, Code XXXX Date : XX/XX/XXXX Summary of Misconduct : I am a verified XXXX  customer since XXXX holding Ethereum. After XXXX  implemented passkey authentication, XXXX  has systematically blocked my account access through constantly shifting and technically impossible verification demands. Despite XXXX  's own compliance team stating they " don't have a reason to doubt [ my ] identity, '' I remain locked out of my account and unable to access my assets. 
Fundamental Question : I have been a verified XXXX  customer since XXXX. Nothing about my identity, documentation, or account information has changed. What legal or regulatory basis does XXXX  have to suddenly question the identity of a longstanding verified customer and demand re-verification? This re-verification demand, imposed without cause on an established account, suggests XXXX  is manufacturing obstacles to prevent customer access during market volatility. 
Pattern of Deliberate Obstruction : XXXX  employee " XXXX '' has created a documented pattern of moving goalposts : First ( XX/XX/XXXX ) : Claimed phone number discrepancy ( easily resolvable, but demanded complex photo verification instead ) Second ( XX/XX/XXXX ) : Demanded impossible " single photo '' containing face + ID + handwritten note ( technically difficult for dark-skinned individuals due to camera contrast limitations ) Third ( XX/XX/XXXX ) : Claimed passport photo " too blurry '' and requested front/back photos Fourth ( XX/XX/XXXX ) : Stated " The separate photo of the ID is good, but we will need a new verification photo '' acknowledging documentation quality while demanding yet another impossible requirement Fifth ( XX/XX/XXXX ) : After I submitted additional passport documentation, claimed they " attempted to adjust contrast and exposure '' but " surname simply is not visible '' Sixth ( XX/XX/XXXX ) : Admits " we don't have a reason to doubt your identity '' yet continues demanding technically unachievable photo requirements Critical Evidence of Bad Faith : XXXX  's XX/XX/XXXX compliance response ( attached ) contains a fatal admission : " While we don't have a reason to doubt your identity, to ensure we comply with and properly document our security processes and procedures, we unfortunately need to request another photo. '' This admission proves XXXX  is blocking a verified customer 's account access for reasons unrelated to legitimate identity verification. 
Market Context and Suspected Motive : On XX/XX/XXXX, Ethereum experienced a significant price crash triggered by XXXXXXXX XXXX XXXXXXXX, resulting in cascading liquidations and broader cryptocurrency market sell-off. The timing of XXXX  's systematic obstruction of my account access coincides directly with this market volatility. 
I hold XXXX on the XXXX  platform. XXXX  's refusal to grant me access during a period of extreme market volatility and asset devaluation suggests they are using impossible verification requirements to prevent customer withdrawals during a liquidity crisis. This is the exact pattern exhibited by failed exchanges including XXXX, XXXX, and XXXX prior to collapse. 
Suspected Broader Pattern : This incident reflects systematic conduct in which XXXX  imposes arbitrary and technically unachievable verification demands on existing verified customers to obstruct account access and prevent asset withdrawals. The timing of this obstruction during the XX/XX/XXXX XXXX crash strongly suggests XXXX  is using these tactics to manage liquidity shortfalls and avoid fulfilling customer withdrawal obligations. This constitutes potential fraud, theft by deception, and systematic customer harm masking exchange insolvency. 
Requested Immediate Action : I request emergency investigation into : 1. Whether XXXX  has adequate reserves and liquidity to meet current customer obligations 2. Whether XXXX  is systematically using impossible verification requirements to block customer withdrawals during market volatility 3. Whether this pattern affects other customers attempting to access assets during the XX/XX/XXXX market downturn 4. Whether XXXX  's conduct constitutes fraud, theft by deception, market manipulation, or operates as an insolvent exchange 5. Whether an emergency audit of XXXX  's reserves and customer assets is warranted Supporting Documentation : Exhibit A Complete email correspondence ( XXXX XXXX XXXX  ) demonstrating pattern of obstruction and XXXX Compliance admission of bad faith ( attached ). 
________________________________________ Respectfully submitted, XX/XX/XXXX

Company response to consumer: Closed with explanation