Consumer complaint received 2024-04-15 00:00:00
Product: Money transfer, virtual currency, or money service — Virtual currency
Issue: Other transaction problem — 
Company: Coinbase, Inc.

Complaint narrative:
On the XXXX of XXXX of XXXX  I am informed that my account on Coinbase will be closed " we believe that your account has been involved in prohibited use that violates our Terms of Service, so we regret to inform you that we can no longer provide you with access to our service. We respectfully ask that you follow the on-screen instructions when you log into your Coinbase account to send any remaining off-site balance to an external address. '' From the XXXX of the XXXX I write you more than XXXX emails with information similar to the following : Good afternoon. A week ago I wrote to them with no reply. They have blocked my money without allowing me access to it, which is illegal. I still can't transfer my XXXX, XXXX, XXXX, AND XXXX need to be able to sell my assets and put it in the XXXX wallet or all in XXXX  to transfer it to my bank or XXXX wait for your response or for you to allow me access to my wallet. Best regards. 

They let me access the page, but not the wallet. I can't withdraw the money, or transfer it to binance.I can only access XXXX page to close my account and it doesn't let me transfer even the XXXX  wallet. With what's gone up since XXXX, I don't know how much money I've lost. 
I thought it might be an identity problem, but they also won't let me access to complete with a photo or upload files since I have everything locked and they told me not to upload my documentation. 

Another email I send them I can log into my account, but not my wallet. I'm still having problems with my staking. This one is still being held.Copy the message that comes out. 
To send this balance to an external site, add funds before attempting a withdrawal. You may also lose funds to complete the account closing process right now. 
If I can't add funds before making a withdrawal, you are forcing me to lose my money, which is illegal. 
Can you tell me how to withdraw my : XXXX XXXX from your XXXX accounts, XXXX XXXX  from your XXXX accounts, XXXX XXXX from your XXXX accounts, XXXX XXXX from your XXXX accounts? 
My idea is to access my wallet, which I can't, and sell everything for XXXX  or XXXX. This would be the simplest. I also have no problem with making a deposit and then withdrawing it, but this would be more costly in time and effort. 
Another thing I tried was to send it to XXXX, but as it says To send this balance to an external site, add funds before trying to make a withdrawal. I have not been allowed. 
You say : Although we can no longer continue our banking relationship, we have not blocked access to your current Coinbase account balance. You can still send your balance offsite to an external address. 
But the truth is that they don't allow me : XXXX Sell my stake on the platform with acces to wallet and then withdraw it. 
XXXX Transfer my stakeout directly. 
XXXXEnter fund to be able to try to make a withdrawal. 
So, I'm right, with the idea that my money is being hold. Not all the money, but a part that is also mine and I want to take it with me. 

If you could help me, I would really be grateful, since I don't know how to act, I will leave you my phone number again in case you want to contact me XXXX. 

In the end I still don't get a response and when they contact me or I do it with their agents, they pass me from XXXX to the other without solving the problem. 
They let me access the page, but not the wallet. I can't withdraw the money, or transfer it to XXXX.

Company response to consumer: Closed with explanation