Consumer complaint received 2025-06-12 00:00:00
Product: Money transfer, virtual currency, or money service — Virtual currency
Issue: Confusing or missing disclosures — 
Company: Foris DAX, Inc.
State: FL

Complaint narrative:
I am filing this formal complaint against Crypto.com regarding a significant financial loss of {$200000.00} in cryptocurrency funds that resulted directly from Crypto.com 's confusing platform design and missing disclosures at the time of my transaction. This issue highlights critical deficiencies in consumer protection within the cryptocurrency exchange ecosystem, demanding the CFPB 's immediate investigation. 

Background of the Incident : On XXXX, I initiated a transfer of USD Coin ( XXXX  ) from my Crypto.com account to my XXXX account. The receiving wallet address on XXXX was correct. However, due to the design and default settings of the Crypto.com platform at that time, the funds were inadvertently sent over the XXXX XXXX  instead of the intended XXXX XXXX. Consequently, my {$200000.00} has become completely inaccessible. 

Crypto.com 's Deceptive and Confusing Platform Design : My complaint specifically centers on Crypto.com 's responsibility for creating a withdrawal interface that facilitated this error. I can demonstrate this to be true with dated screen grabs, which accurately reflects the platform 's appearance when I made my transfer : The platform either prominently displayed or defaulted to 'Cronos ' for XXXX XXXX. 

The option for the correct 'XXXX  ' network was confusingly labeled " XXXX, '' a technical term not readily understood by all users. 

Crucially, at the time of my transaction, the warnings provided by Crypto.com were limited to checking the 'wallet address ' ( which I did, and it was correct ). There was no clear, prominent, or explicit warning about the dire consequences of selecting an incompatible network, nor that funds sent on the wrong network would be permanently lost. 

Subsequent Platform Correction as Evidence of Prior Flaws : Significantly, I have photos that show that Crypto.com has since recognized and corrected these design flaws. The platform now defaults to XXXX and includes two explicit, network-specific warnings about lost funds if the wrong network is chosen. This stark contrast confirms that Crypto.com 's previous interface was indeed confusing and lacked essential disclosures, directly contributing to my error and the loss of my funds.

Efforts to Resolve with Crypto.com : I have engaged in repeated attempts to resolve this issue with Crypto.com over the past three years. While their support generally states that the issue is " beyond their control '' once funds are dispatched, a Crypto.com support staff member ( XXXX ) explicitly confirmed to me that " The funds have been transferred out of Crypto.com and are on the wallet that is in the custody of XXXX '' and that " only XXXX might recover the funds at this point if they have the capability to do so. '' I have photos to show this to be true. This acknowledgment, despite their general disclaimer, underscores their awareness of the transaction 's status and XXXX 's potential role in recovery, without offering any actionable solution themselves for their own platform 's contribution to the error. 

Why This Constitutes Deceptive/Unfair Practice : Crypto.com 's platform design, which prioritized technical labeling and lacked clear, upfront warnings about network compatibility, created an environment where a common and easily preventable mistake led to an irreversible and substantial financial loss. This constitutes a deceptive and unfair practice, as consumers are not adequately informed of the severe risks associated with seemingly minor interface choices. Companies should not be absolved of responsibility when their platform design directly contributes to such significant financial harm. 

Requested Action from CFPB : I urge the CFPB to : Investigate Crypto.com 's past and present platform design practices concerning cryptocurrency withdrawals, particularly regarding network selection, default settings, and consumer warnings. 

Hold Crypto.com accountable for deceptive and unfair practices that contributed to the loss of my {$200000.00}. 

Compel Crypto.com to actively assist in the recovery of my {$200000.00}. Given their role in facilitating the initial transfer and their acknowledgment that the funds are in XXXX 's custody, Crypto.com should be required to cooperate fully with XXXX and me to facilitate the return of my lost funds. 

Mandate the implementation of robust, user-centric design standards for cryptocurrency exchanges, ensuring clear, unambiguous disclosures and prominent warnings to prevent similar, preventable financial losses for consumers. 

Sincerely, XXXX XXXX transaction details and hash are at https : XXXX

Company response to consumer: Closed with explanation