Consumer complaint received 2025-03-11 00:00:00
Product: Money transfer, virtual currency, or money service — Virtual currency
Issue: Other transaction problem — 
Company: Blockchain.com, Inc.

Complaint narrative:
It all started on XX/XX/year> when i received an email which said " my upgrade to gold status was not successful '' Please take in mind that i have not requested anything - my account was verified from the beginning, which is already 1 year ago since i made the XXXX process, when i did it - everything was fine. 

So they revoked my " Verification Status '' which doenst allow me to use my money on my wallet from Blockchain.com anymore, they froze all my funds which this action. 

I then first tried to re-do the verification process but theyre system did block me from doing that, so i was stuck which an frozen unverified account, even i had money on my wallet, they didnt care. 

I then opened serveral support tickets, cause thats the only way to get in contact with them, some of them got closen without even responding which makes me thinking of getting scammed. 

Some tickets got answered when i was asking to get access to my account back, either by doing XXXX  or by them fixing the issue, they refused every single time my request and closed one after another support ticket without resolving the problem.

21 days ago they openend an ticket by my name called " XXXX XXXX : XXXX '' the answer ive got was : Hello XXXX, Unfortunately, your account failed our risk assessment and has been closed. We can not disclose closure reasons, you can visit our TOS page for additional information. 
We would like to process your refund and I can provide two options and first one is below. 

Please provide an all-in-one selfie holding your ID and a handwritten note with the following information : 1. Today 's date. 
2. Today 's XXXX price. 
3. Your full name.

4. Your date of birth.

5. " I authorize Blockchain.com to send the funds in my Trading Account to the following address '' 6. The XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX  and XXXX  addresses where you want us to send the funds. 

Additionally, please copy and paste all the crypto addresses in the body of the email. 

Second option is for you to give authorization to liquidate all crypto and turn them to XXXX that way you can just provide us with a XXXX address for the refund which make things more convenient for you to not write down different addresses for different crypto on your hand written note. 

Please provide an all-in-one selfie holding your ID and a handwritten note with the following information : 1. Today 's date. 
2. Today 's XXXX price. 
3. Your full name.

4. Your date of birth.

5. " I authorize Blockchain.com to liquidate all my crypto in exchange for XXXX from my trading account to the following address '' XXXX. The XXXX address where you want us to send the funds. 

Please see the image attached for reference. 

Best regards, ____________________ I responded immediatly to them and provided any information they wanted so they can refund my money, they then anwered 10 days later with the following excuse : Hello, Unfortunately, we will not be able to convert your crypto to XXXX. 

Please provide the addresses for the following cryptocurrencies where you would like us to send the funds : XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, and XXXX. 

Best regards,. 
____________________________ I again immediatly provided all the informations they wanted. 

Since then, i did never hear again from them, i dont have my money back and im getting ignored. 

____________________________ My last message was 5 days ago with the following context : XXXX XXXX XXXX Blockchain.com Support Support @ blockchain.com Subject : Urgent Request for Fund Withdrawal Dear Blockchain Support Team, this message is after consultation with my laywer. 


I am reaching out to you because my account with Blockchain.com, registered under the email address XXXX, has been locked. 


Despite multiple attempts to contact your support team, I have not received a satisfactory resolution and only received excuses from your side which i wont tolerate any longer. 
Since im having this problem already for over 4 weeks, which results also in losing money, getting reminders for not paying bills etc, i have to come up with a deadline after consultation with my laywer. 


Usually i have to do this with a deadline of 14 days but since we are already trying to resolve the problem for over 4 weeks, the deadline will be XXXX XX/XX/year> My account currently holds different Cryptocurrencys, which I urgently need access to. 


I hereby formally request that you immediately process the withdrawal of my funds to my wallet which i already provided 14 days ago. 


Should I not receive my funds until XXXX XX/XX/year>, I will have no choice but to take legal action, including : Filing a formal complaint with the relevant financial regulatory authorities, such as the SEC, CFTC, CFPB and XXXX. 

Engaging a legal representative to enforce my claims. 

Publicly addressing my complaint through consumer forums and social media. 


I hope that an amicable resolution can be reached, and I expect my money, as already discussed with you. 


Sincerely, XXXX XXXX ______________________________ They also ignored my message and my warning, i still dont have my money back. 


Thats why i have to do these steps now. 




Sorry for my bad english- and i hope you can help me finally resolving the problem with getting my money back. 


Thanks for your help and time!

Company response to consumer: Closed with explanation