Consumer complaint received 2025-07-21 00:00:00
Product: Money transfer, virtual currency, or money service — Virtual currency
Issue: Confusing or missing disclosures — 
Company: Coinbase, Inc.

Complaint narrative:
Dear Consumer Finance Team, I am writing to formally report a compliance and consumer access issue with Coinbase, a regulated virtual asset service provider under your jurisdiction.

For several weeks, I have been unable to verify my identity on Coinbase despite submitting all required documents. I am now entirely blocked from accessing any part of their platform including support due to automated verification failure, which renders me unable to open a case, track submissions, or speak with a human representative.

I have submitted the following valid documentation multiple times : - Polish passport ( government-issued identity document ) - Paraguayan cdula de identidad ( national ID with photo and personal ID number ) - Recent bank statement ( under 3 months ) showing my name and residential address in XXXX These documents fully satisfy international XXXX  requirements, including proof of identity and address, and, according to the documentation on Coinbases own website, they meet the stated submission criteria. However, Coinbase 's system continues to reject my uploads without any specific reason, explanation, or human followup. 

After uploading my XXXX XXXX XXXX XXXXXXXX, I received an email from Coinbase confirming that it was accepted and that I could now fully access my account. However, upon clicking the link in the confirmation email to log in, I was again asked to submit additional documentation this time with proof of address. The process redirected me to the step where the system again required both the front and back of a single document that simultaneously serves as an identity and address verification. Such documents do not exist for Polish citizens, nor for Paraguayan residents. Passports and national IDs in both jurisdictions do not include address information. I therefore uploaded a recent bank statement from one of the most recognized Polish banks, with my Paraguayan residential address clearly listed and yet it was rejected without explanation.

It has now been nearly one year since I lost access to my account due to this verification issue. Coinbase support does not function at all in this regard no escalation path, no case resolution, and no accountability. They simply do not respond. 

Critically, I must also report that Coinbase is already in possession of my funds, which were sent automatically to my Coinbase account as part of the XXXX XXXX liquidation process despite the fact that I have never been able to fully access my account for nearly a year. I remain completely locked out : unable to verify, unable to access funds, and unable to contact support or generate any case number due to the platforms restrictions. 

This situation constitutes : - A failure to provide accessible, fair onboarding procedures, - A breach of reasonable customer service standards, - A denial of service despite full compliance with identity verification norms, - A withholding of funds received by Coinbase through a third-party liquidation process without user access or recourse. 

In my view, this conduct may violate not only basic principles of consumer protection but also anti-money laundering ( AML ) and fiduciary obligations related to fund custody. The absence of any human escalation path or resolution mechanism, especially while Coinbase holds custody of customer assets, may constitute systemic negligence and warrants regulatory scrutiny. I urge the Consumer Financial Protection Bureau to examine whether Coinbases current onboarding and support structure for international users complies with its obligations as a regulated financial entity particularly in relation to access, transparency, and safeguarding of client assets.

I respectfully request that the Consumer Financial Protection Bureau investigate Coinbases account verification practices for individuals using international documentation particularly where one jurisdiction does not issue combined identity/address documents and ensure that Coinbase offers a clear, human-led escalation channel in such cases. No user should be locked out of their account entirely, especially not while funds are present and access is denied. 

Please confirm receipt of this complaint. I am fully prepared to submit supporting documentation and correspondence history upon request.

Company response to consumer: Closed with explanation