Consumer complaint received 2025-04-29 00:00:00
Product: Checking or savings account — Other banking product or service
Issue: Managing an account — Deposits and withdrawals
Company: TradeStation Group, Inc.
State: OR

Complaint narrative:
On XX/XX/2025, I opened a TradeStation account on tradestation.com via a promotion on their web site. I carefully read the terms and conditions, which I am also attached a copy of to this complaint. I used promo code " XXXX '' when opening my account. I have screen recordings and screenshots recording this fact. In a nutshell, by XX/XX/2025, I had successfully and fully completed the requirements for the {$75.00} bonus. There are XXXX {$75.00} bonuses with this promotion totaling {$150.00}. I was expecting the first {$75.00} bonus to be deposited to my TradeStation account by XX/XX/XXXX. The date passes and has still not been credited. Of course, I am expecting TradeStation to provide the bonus in accordance with the terms of their promotion. As I fully met the terms so I am expecting the bonus ( XXXX  ) to be credited to my account. 

I received a response from TradeStation in early XXXX regarding this. They say they are DENYING my bonus even I met the full qualifications for said both due to the fact that I've had TradeStation accounts previously. Well this is not acceptable as the terms do not preclude having had an account in the past. If they don't want to allow repeat customers in then put it in the terms that was advertised to me on the front page of the web site. 

Now it seems as some form of twisted retribution TradeStation has taken things further by putting restrictions on my account that has kept me from accessing my money for almost a month now. I have attempted on numerous occasions to withdraw all of my money from TradeStation to my external bank account, at least XXXX now. Each time the transfer request has been denied. For what purpose has the transfer requests been denied? I have not received my bonus rightfully and on top of it they are not allowing customers like me to withdraw funds? 

I chatted with TradeStation support XXXX weeks ago and I was told there was a so-called issue with the original bank account. I've never had any issues transferring to or from the original linked external bank account ( XXXX ). But OK, I followed TradeStation 's representative to add a different external bank account. This time I was told the transfer out would absolutely go through. However, it's been weeks of attempting transfers out and even to the different external bank account ( XXXX XXXX ) .. a bank account that I've had for almost 15 years.. my withdraw of my funds is still being cancelled and denied by TradeStation. How is legal or acceptable? This is wrong? 

Where is my bonus? Why are my funds not in my external bank account? This is XXXX months where my funds have been withheld from me without just reason. 

This will be my last time ever doing business with TradeStation, however, the bonus should be posted and my funds should be in my bank account. I'll be filing complaints with other federal and state agencies until both of these issues are resolved. Starting with this CFPB complaint.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation