Consumer complaint received 2025-12-18 00:00:00
Product: Money transfer, virtual currency, or money service — Mobile or digital wallet
Issue: Managing, opening, or closing your mobile wallet account — 
Company: BAM Management US Holdings Inc.
State: FL

Complaint narrative:
On XX/XX/year>, Binance.US closed my account for an unspecified reason. I had made numerous attempts to log into my account, which was a mixture of USD and cryptocurrency investments, when I finally contacted customer service. They allegedly did an investigation and subsequently sent this email : " XXXX XXXX, Upon completing a review of your Binance.US account, we regret to inform you that we will no longer allow you to use the Binance.US platform. We are closing your account due to a violation of our Terms of Use. We based our decision on numerous factors, including but not limited to our commitment to abiding by all Federal and State laws and regulations and adherence to our policies and procedures. Unfortunately, we can not elaborate further. 

Please provide the following in order to withdraw your funds : Video of you holding your ID/Passport while stating the following : My name is XXXX, today is [ Todays Date ], my email is ( your email ) and I am requesting that my Binance.US account be enabled to allow me to withdraw my assets A clear image of your Passport or Drivers License, with the signature visible. 
* Additionally, we ask that you please turn your head from left to right one time during your video recording to ensure authenticity.

Please provide the documentation via this chat, or use this secure link to upload your files here. Please let me know if you choose this option so that I can retrieve the documents for you. 'XXXX XXXX XXXXXXXX : Support Ticket Waiting on you We're here to help Reply directly to this email or through our XXXX  XXXX Customer Experience Customer Experience XXXX Binance.US XXXX XXXX XXXX XXXX  I have requested the specific reasons, however ; they refuse to answer. I have no idea what made them do this and I apparently have no recourse to find out. 

I understand it to be fact that once they closed my account, I am no longer bound by their " terms of use ''. I do not want to " use '' their services. 

I do, however ; want all my assets returned without having to perform the arbitrary task of creating a video with my passport, for their viewing pleasure. While their " terms of use '' may require such punishing responses, the fact is, I no longer have an account with them, per Binance.US., so I am not required to do as they command. The only thing that needs to happen at this point is they return my money without haste and without me further performing circus acts.

They have thus refused to issue me a check or return the money electronically to the original depositor, my personal bank account. Instead, they have repeatedly requested I do as they say, make the video, and log into my allegedly closed account. In addition, if I protest or question anything they just create another " supporting ticket '' that takes weeks to complete. There have been to date XXXX so called " tickets ''. 

I don't care if it's XXXX cents returned to me at this point. I want MY money back and I want it in a reasonable timeframe. I believe US Regulations requires them to return my money once the account is closed.

Again, I do not want to ever use Binance US services again and I refuse to log into a closed account as they wish me to do. 

How many others have been made to do videos handing out very personal information such as my passport including a clear picture of signatures even though BinanceUS. has closed their accounts, thus not legally bound to protect that information?

Please, could you just let them know it's the LAW to return monies on a closed account? I have no problem with them " investigating '' anything but they can do so one their dime after they've made the decision to close the account in question. 

Thank you very much, XXXX XXXX

Company response to consumer: Closed with explanation