Consumer complaint received 2026-01-24 00:00:00
Product: Money transfer, virtual currency, or money service — Virtual currency
Issue: Money was not available when promised — 
Company: Bitstamp USA, Inc.
State: OR

Complaint narrative:
I sent a wire from my XXXX XXXX account on XX/XX/XXXX in the amount of {$20000.00} to Bitstamp using the reference number they instructed to put on the bank wire. It states that it takes 2-5 business days for the wire to be made available on their site. When I signed up for an account there was a certain amount of information requested from me to verify my identity. On XX/XX/XXXX, I reached out to Bitstamp through their support email about when my funds would be available. I was told my account is being worked on. On XX/XX/XXXX, I received an email stating I had to complete a video identification appointment. There was a lot of confusion with making the appointment since they have it based on universal time and I would be waiting on the video appointment and no one would show up. Every time you set up an appointment you always had to wait at least 3 days. I had to call the support number twice to get the right set up and time to finally get this appointment completed on XX/XX/XXXX. I was told by the person that did the video appointment with that she would personally follow up with the department that handles the deposits and let me know when there was an update on my account. My money is still not available nor has it been returned to my bank account. I have sent multiple messages using their support email. I have called many times. I have asked for it to be escalated and I have asked to speak to a supervisor. I am always given the same generic response that the department that is dealing with my account is not available to speak with on the phone and that the department I was speaking to on the phone has to send a message to that department and will let me know when they have a response. I sent an email to the complaints email on XX/XX/XXXX to try and escalate this issue. All I have received back from this complaints email is a generic message about how they are working on it. After I completed the video appointment, I received a response asking for tax information which I provided right away. Then I was asked for my wallet address which I then provided right away. It has only been generic email responses outside of those requests. The last response I have received from support email was on XX/XX/XXXX which was the same reply as they are working on my account. The last response I received from the complaints emails was on XX/XX/XXXX as well. I do not get any answers or updates when I call. I have made calls on XX/XX/XXXX and XX/XX/XXXX, XXXX, XXXX, XXXX, and XXXX. No one ever got back to me about the requests for information I made on those calls or emails. I am extremely upset and I feel like my money has been stolen by this company. If you went off the guidelines on their website of the money being available 2-5 business days for bank wires and went off the date of when I completed the video identification appointment on XX/XX/XXXX then my money should have been made available on XX/XX/XXXX. It is XX/XX/XXXX and my funds are not available. That is an additional ten business days that the have not made my funds available and not given me a reason for why it is not available.

Company response to consumer: Untimely response