Consumer complaint received 2026-04-22 00:00:00
Product: Money transfer, virtual currency, or money service — Virtual currency
Issue: Other service problem — 
Company: Coinbase, Inc.
State: ID

Complaint narrative:
On XX/XX/XXXX, I saw the Coinbase 5 % XXXX Funding Bonus promotion ( XX/XX/XXXX - XX/XX/XXXX ) on social media. Before depositing any funds, I contacted Coinbase support to confirm whether I was eligible ( Ticket # XXXX ). The agent explicitly confirmed I was eligible for the 5 % bonus. Based on that confirmation, I deposited approximately {$62000.00} in eligible assets XXXX XXXX XXXX XXXX XXXX XXXX ) via XXXX XXXX and on-chain receives from external wallets between XXXX XXXX XXXX. I would not have deposited these funds in XXXX without that confirmation. I would have either waited for the XXXX 3 % funding bonus program or transferred my assets to a competing platform offering a better match rate. Over the following months, I received no bonus payouts on these deposits. I contacted Coinbase support multiple times. Agents across four additional tickets ( # XXXX, # XXXX, # XXXX, # XXXX ) reaffirmed my eligibility and said payouts were delayed due to processing. On XX/XX/XXXX, I was promised an escalation email within XXXX hours that never arrived. On XX/XX/XXXX, after a XXXX support session, I was told for the first time that I was NOT eligible - a direct reversal of all prior confirmations. On XX/XX/XXXX, agent XXXX XXXX confirmed in writing that my XXXX deposits ARE enrolled and monthly payments ARE tied to my XXXX activity. On XX/XX/XXXX - XXXX day later - agent XXXX contradicted this, stating my XXXX deposits do not qualify. I filed a formal complaint through Coinbase 's complaints process ( Thread ID : XXXX ). XXXX XXXX responded that only approximately {$7500.00} of my {$62000.00} in deposits qualified but provided no transaction-level breakdown explaining which deposits were excluded or why. I requested this breakdown multiple times and it was never provided. I analyzed my Coinbase XXXX transaction history and no combination of my transactions totals {$7500.00}. Every on-chain receive in my transaction history is labeled by Coinbase 's XXXX system as " Received from an external account '' - none are internal transfers. In XX/XX/XXXX, Coinbase sent a detailed payout breakdown ( Thread : XXXX ) confirming that I am receiving XXXX XXXXXXXX from a separate XXXX XXXX XXXXXX/XX/XXXX funding bonus applied to {$7500.00} in XXXX deposits ( {$220.00} total / 24 months = XXXX XXXXXXXX ). This confirms that my {$62000.00} in XXXX deposits are earning {$0.00} from any bonus program - neither the 5 % XXXX program nor the 3 % XXXX program. Coinbase claims the 5 % program was only available to " pre-selected '' users who received email and in-app notifications. However, the published program terms for the XX/XX/XXXX XXXX Funding Bonus ( https : //www.coinbase.com/legal/us/funding-bonus-closed ) define the 5 % rate by Coinbase One membership status - not by pre-selection. The terms state that Coinbase One members receive a potential bonus of 5 % and non-Coinbase One members receive 2 %. I was a Coinbase One member throughout the entire promotion window, which Coinbase agent XXXX confirmed does not affect eligibility. If Coinbase applied an undisclosed pre-selection requirement on top of the published terms, that requirement was never communicated in the terms and was never disclosed to me when I asked their agent directly whether I qualified. Their agent said yes. I deposited {$62000.00}. I am receiving {$0.00}. Coinbase 's XX/XX/XXXX email closing my complaint stated " if you have any further questions or concerns, please don't hesitate to reach out - we're here to help. '' I responded within XXXX days. I received an automated reply stating that a " final determination '' had been made and the case could not be reopened. This is the same pattern that defines this entire dispute : Coinbase makes a representation, I act on it, and Coinbase reverses. The internal complaint process has been exhausted, with my XXXX deposits still earning {$0.00} from any program and no transaction-level breakdown ever provided. Notably, Coinbase 's terms for subsequent funding bonus programs explicitly added email notification as an eligibility requirement - language that was absent from the XX/XX/XXXX program terms. This change demonstrates that Coinbase recognized the gap in the original terms and corrected it going forward, while retroactively enforcing a notification requirement that was never part of the XXXX program. Key support ticket numbers XXXX XXXX XXXXXXXX ( original eligibility confirmation )XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX ( subsequent reaffirmations ). Complaint threads : XXXX, XXXX.

Company response to consumer: Closed with monetary relief