Consumer complaint received 2025-02-07 00:00:00
Product: Money transfer, virtual currency, or money service — Virtual currency
Issue: Money was not available when promised — 
Company: Winklevoss Exchange LLC
State: TX

Complaint narrative:
I have had an account with XXXX  for around XXXX  years and have used them extensively. I have all emails documenting the following. 

ticket # XXXX on XX/XX/XXXX, I attempted to withdraw XXXX XXXX to a white listed address on my account. I was informed there was a security hold and to contact Customer support. I emailed them immediately and they told me to upload my identity documentation with picture etc which they have had me do at least 1x per year when they do this to me. 

on XX/XX/XXXX I uploaded everything requested. their response " Just confirming that your message has been received and will be handled as soon as possible. Once we have an update, we'll be sure to get back to you promptly. '' on XX/XX/XXXX, I purchased more, noted the hold was still present and requested an update. The response. " Thank you for providing this information. I am working with my team to resolve your issue. I will be sure to follow up as soon as I have the next steps. '' on XX/XX/XXXX I sent " My only question is why moving a couple XXXX dollars worth of crypto to a previously used address is causing a XXXX week hold, Over a week since I sent you my picture. Thanks. I refer and prefer XXXX  over XXXX or XXXX, but you need to make it easier to do business. I know you have to protect us too, but a week to review my pic? from same email, same phone # Same address AND moving the crypto to a previously used address as well?? Just not sure what the issue is. Thanks '' I received no response. 

On XX/XX/XXXX I sent " Would you please update me? This is ridiculous. It has been XXXX weeks since I verified identity again. If you are going to do this annually, at least please process it faster. " I again received no response. 

on XX/XX/XXXX I get a response " Thank you for your patience as we continue the investigation of your account. To recover your XXXX  account, you will first need to recover your second factor authentication ( XXXX ) account. '' including instructions. My response to them " If you check your records, you will find that because my new phone does not allow XXXX, I had to turn it off. That is why you changed it. If XXXX removes that requirement I will be able to set it back up. I sent you the information from XXXX and our troubleshooting. Thank you. '' This was all done back in XXXX and they reconnected my phone to use for XXXX stage. Nothing changed no new white listed address 's, same bank, same email. 

on XX/XX/XXXX they respond " I am working with my team to resolve your issue regarding your account restrictions. I will be sure to follow up as soon as I have more information. " on XX/XX/XXXX I emailed them again " I have been patiently waiting for over a month now. I am thinking about liquidating and transferring back to my bank and switching to coinbase. Are you having liquidity issues like XXXX? What are my options because this is getting ridiculous. I have used you for years and for you to just choose to lock up my funds for no reason is beginning to irritate me. I use your credit card for XXXX per month as well. Do you treat all of your clients this way? I don't think it is unreasonable for me to be upset at this point, do you?? Lets have a phone or video conversation and get this resolved please. I want resolution on this issue ASAP '' Note, this has been over 1 month with no resolution or reason given for them freezing XXXX worth of cryptocurrency of mine. AS of XX/XX/XXXX I have received NO response to this email. 

Ticket ID : XXXX On XX/XX/XXXX I opened a new ticket called poor customer service. I said " A few months ago, I changed phones to a phone that does not allow XXXX to function. ( note message history as I contacted XXXX directly and sent their response. You set up my phone again, and it was working fine. XXXX weeks ago you suddenly security locked my account. You required me to verify identity again. I did so. a week or XXXX later, I asked why I was still not able to access my crypto. You said I had to set up XXXX. I told you to check message history. You said you would look into it. Now we are almost 2 months, and that was my last response and my email on Thursday was ignored. I have refused to send any more of my money to do purchases to XXXX  and have had to use XXXX because I don't know what you are doing. Please help me resolve this. My phone, physical address and email ( which is my own domain even! ) have remained the same. If you have any issues pulling up the emails, I have them all. '' They responded " Thank you for reaching out. Just confirming that your message has been received and will be handled as soon as possible. Once we have an update, we'll be sure to get back to you promptly. '' XX/XX/XXXX I responded " It has been almost 2 months, and I have gotten a few of these type messages. That is a long time to freeze a clients account for a security hold when they reverified identity. Can you please explain why you are treating me this way? '' I have not received a response again on this ticket.

Company response to consumer: Closed with explanation