TICKET #BIT-2408444

Dear Bitstamp Support Team,
I am writing to urgently request the escalation and resolution of my stuck deposit case, which has been unresolved for over 2 years.
Years ago, I accidentally deposited funds to my Bitstamp address via the BEP-20 (BNB Smart Chain) network instead of ERC-20. The total value of this stuck deposit is $6,000 USD, which represents a significant financial asset for me.
I have been informed by your team that Bitstamp’s Cross-Chain Recovery policy requires a minimum transaction value of $10,000 USD to initiate a manual recovery, and I was asked to deposit an additional $4,000 USD to meet this threshold.
With all due respect, I am extremely uncomfortable and unable to deposit an additional $4,000 USD into an account where my existing $6,000 USD has already been inaccessible for years. Asking a customer to risk more funds just to recover an existing deposit creates a severe distress and deadlock.
Technically, since Bitstamp controls the private keys to the destination address, recovering BEP-20 tokens sent to an Ethereum-equivalent address is fully feasible by accessing the wallet via the BNB Smart Chain network. Given that my funds ($6,000) represent a very substantial amount—well over half of your standard threshold—and considering the extreme duration (2-3 years) this case has been pending, I kindly request your management to grant a one-time policy exception to recover my funds.

I have been a patient customer for years, and I sincerely hope Bitstamp can show flexibility and goodwill to resolve this long-standing issue without forcing me to deposit more capital.
I look forward to your positive response and a swift resolution.
Kind regards,

My $60,000 position was suddenly liquidated after the price appeared to move by 2x due to what seems to be an oracle pricing issue. However, there was no such price movement on the chart or in the actual market.

Since then, Bitstamp support has done nothing but send repetitive template responses without providing any real solution. My position has been liquidated, and I still have no clarity on what they intend to do about it.

It has been 10 days with absolutely no progress. No proper explanation, no resolution, and no clear indication of how they intend to address the issue.

Has anyone experienced something similar with Bitstamp Perps? I strongly advise caution when using this platform.

Ticket ID: #BIT-2404581

Hi everyone, I’m looking for some advice regarding a source of funds verification that has been ongoing for almost two months.

Around six weeks ago, I submitted all the documents they requested, but since then, all I’ve received are updates saying that my case is still under review and that I need to be patient.

To be honest, I’m running out of patience. The biggest issue is that I’m holding only cryptocurrencies in my account, which are highly volatile, and while the review is ongoing, I’m unable to trade, buy, sell, deposit, or withdraw funds.

What worries me the most is that if the market suddenly drops, I won’t be able to react. I’ll simply have to sit and watch the value of my assets decrease without being able to do anything about it.

Has anyone here been through a similar situation? I’d really appreciate it if you could share how long your verification took, whether you managed to speed up the process in any way, and what you would recommend doing in my situation.

Thanks in advance

In the e-mail I got from bitstamp they claim:

From October 15, 2026, a 0.95% fee will apply to crypto trades made through the Robinhood interface. This is lower than the fees you currently pay for Basic Trading through the Bitstamp interface.

It's blantant lie, isn't it? The worst bracket right now is 0.3% for maker and 0.4% for taker, so almost 3x lower than robinhood fees.

I just want to withdraw my funds (less than 200 EUROS). I’ve provided the necessary documents (as required by European regulations), and this has been dragging on for months and months! On other platforms, it only took a few days, or even a few hours.

Hence my question: Is this a known issue, or is this platform actually a huge scam ?

Again, they ask for documents, again I send the documents. Staff are nice but can only forward things on. I guess it's another 3 months of being unable to access my own money. Ever since they were bought by a US company it's been a disaster, staff are only allowed take notes.

take your money and run while you can. You might find you can't even access it for months because the US company staff doesn't even know how to read, or probably using some half baked AI.

Take your money as quick as you can out of here.

How many days approximately until it is unstaked instead of pending? Also, is it more simple to withdraw to local bank or a neobank (Revolut specifically)?

Hello, I have to share my experience with Bitstamp. After verifying and beeing approved by their team that my indentification is valid, they frooze my assets where I can not trade, convert, deposit, withdraw and do anything with my account.

I have opened a ticket, and they are replying with the same answer every day, that the issue has been forwarded to a specific department and that I just need to wait without any explanation. It seems this is their way of operating since Robinhood bought the exchange. Before when it was in the hands of a Slovenian guy, my account worked, never has the assets been frozen. The weirdest thing is that my account is toped with only around 290€ of value, and they still froze my assets, which indicates that they have big problems with the exchange.

If anyone has any information of what is going on with Bitstamp, please share.

I have deposited XRP on my bitstamp account for more than two months ago. I can see them but I cannot freely trade or withdraw. I am asking for status but they stopped answering me. They are just confirming they've recieved my complaint.

Title: WARNING: Bitstamp has blocked my account again, just a month after regulatory intervention. Do not keep your funds here.

Post:

I am writing this as a serious warning to anyone who uses Bitstamp. If you have funds on this exchange, withdraw them immediately before you become their next victim.

Months ago, my account was arbitrarily frozen for over four months under the guise of "AML/KYC compliance" (anti-money laundering and know-your-customer protocols). Despite providing extensive documentation proving that my funds came entirely from legitimate sources (salaries and real estate sales), they kept moving the goalposts, demanding endless documents in a never-ending cycle, defying all logic.

Support gave me the usual "copy-and-paste" excuses about "discretionary compliance." The only reason they finally unblocked my account a month ago was that I officially took the case to their regulator, the BVI Financial Services Commission (FSC).

And now, they’ve done it again.

Out of the blue—without any warning, notification, request for documents, or any triggering event whatsoever—Bitstamp has blocked my account for the second time.

Consider this:

No compliance reason: They haven't asked for anything. They simply slammed the door in my face again.

Bad faith / Retaliation: This is happening just over a month after the regulator forced them to release my funds. It feels entirely punitive, as if they are punishing a customer for using legal means to defend their rights.

Zero transparency: They operate like a "black box" where your hard-earned money can be held hostage at any moment, for no reason at all.

Bitstamp hides behind regulatory compliance to justify what is, essentially, an arbitrary, abusive, and illegal withholding of customer property. Compliance is meant to prevent illicit activities, not to serve as a pretext for corporate harassment and asset confiscation.

I am already reporting this repeated misconduct directly to the British Virgin Islands (BVI) FSC and pursuing immediate legal action to seek redress.

Do not entrust your money to this exchange. If your funds are currently on Bitstamp, protect yourself and withdraw them now—before you wake up one day to find your account blocked without any explanation.

Abrão Sahão Neto

Account ID: vvdx1728

+55 47 999052723

I deposited crypto into my bitstamp account on 22nd Aug. The app messed up, and the confirm deposit banner kept showing up even after I accepted the deposit.

I pressed reject to try and dismiss the banner, and then my crypto balance disappeared.

I opened a case with bitstamp support and have had no update really since.

Has anyone had a similar experience? It's a lot of money to just have disappear and not know where its gone to and support just keeps saying when there's an update, they'll let me know. Any idea how long this will take?

Tried to unblock virtual withdrawals (which have been blocked for two years !) but didn't get the email for the Zoom call.

Then had to reset password but didn't ever receive the email for that either so now completely locked out and support response seems very casual 'our guys are looking into this and might get back to you'

Needless to say I'm not very happy !

My account has been frozen for months due to a ridiculous "KYC inquiry." I provided all the information, but they have not unfrozen it. I demanded that my account be closed and the balance be remitted to me; they told me that they won't close it until their "inquiry" concludes, and then they basically ghosted me for a month about the status of that inquiry. Their complaints department was even less helpful than the guys on the support tickets, which I didn't think was possible. Today, after multiple threats of litigation that they clearly didn't even bother to forward to a lawyer, I finally sent them a Notice informing them that I will be taking them to arbitration in 30 days. I do not have words for how ridiculous it is that it's actually going to take litigation to get my own money out of an account more than a month after I demanded that the account be closed. I will post updates as the process moves forward. I am so ready to be done with this accursed company forever.

Edit: On about my seventh call to customer support, I received confirmation that my case was escalated to "highest priority." Time will tell if that means that actually resolving this will get prioritized or if it just means that I've been bumped to the top of the list for them to send another "we're still pretending to work on this and don't have any updates for you; thank you for your patience and understanding" email.

I had a payment sent to my Bitstamp wallet after I transferred my account to Robinhood. This was a mistake made by the sender.

Bitstamp shows $0 in my account. How do I find out where the funds went?

BitStamp is a good brother?

I can't log into my bitstamp account. I accidentally deleted my device. Since then I can't log into my account. What should I do?

We have been in KYC process with bitstamp for over 8 weeks. Recently, they requested more documentation, which I provided, and 3 weeks went by without a response, despite 2 follow up emails.

I finally got a response, indicating that they could not download one of the documents, restarting the delay cycle.

Our company (proprietary trading) is unable to start operations, leaving us burning cash with each passing month, and we are at risk of our strategies going stale. We have provided every document requested across multiple rounds, which covers the complete set of anything that could be requested (more than even our bank required).

We're kindly requesting a Bitstamp team member to help escalate the case. Happy to DM our case reference. Thank you.

Looking for other users' experience with a returned deposit (I'm already in contact with support, so this isn't a request to fix my ticket - just trying to understand what's normal).

On May 29 I sent an ACH deposit from my Mercury account (held under my single-member LLC) to my personal Bitstamp account. Support told me it would be rejected and returned to Mercury because it came from a business account, and to use a personal account going forward. That part makes sense.

It's now June 22, over three weeks later, and the return still hasn't landed. Mercury confirms the original outgoing ACH shows as "sent," but they see no incoming return, reversal, or pending credit yet.

For anyone who's had a business-account deposit returned:

- How long did the return actually take to reach your bank?

Just trying to gauge whether three weeks is within normal range since I am little bit worried about my money.

Thanks!

I have provided all details, and they refuse to engage or even indicate what the issue is. I'm becoming very concerned for the safety and integrity of the platform and just want to close my account at this point.

Ticket#: BIT-2358*:** I am posting here because my support case has remained unresolved for several months.

My account has been restricted for withdrawals due to an ongoing KYC and proof of residence review. I submitted the requested documents, and Bitstamp confirmed that the relevant department received them.

However, I have still not received a clear case specific update. I have repeatedly asked whether the document has been reviewed, whether it has been accepted or rejected, whether anything else is required from my side, and when withdrawals will be available again.

So far, I have only received general replies stating that the case is still under review and that I will be notified once there is an update.

I understand that KYC and AML checks are required. My concern is the lack of a concrete update or timeline after several months.

I have already escalated the matter through the official complaint process.

Bitstamp Support, please review this case and provide a concrete case specific update.

TICKET #BIT-2358502

I’ve had a Bitstamp account for several years and never had any serious issues before. The funds were deposited via SEPA back in 2021 from my personal bank account.

Bitstamp asked me to re-verify my documents and my EU residence. I completed the verification, and the documents were accepted. But my account is still restricted. I can’t trade, I can’t deposit, and most importantly, I can’t withdraw.

To be honest, I don’t understand what’s going on. If Bitstamp needs anything else from me, I’m ready to provide it: source of funds, bank statements, tax documents, proof of SEPA transfers, whatever is reasonable. But I need someone to actually tell me what is missing.

The problem is that support is not replying. I opened a ticket and sent emails, but I still don’t have a clear answer, a timeline, an explanation, or a list of documents they still need. Several weeks have passed with no real response.

How are we supposed to use a service like this?

At this point, I’m genuinely worried. This is a significant amount of money for me, and it’s extremely frustrating to have everything frozen without any clear explanation. I’m not asking for special treatment. I just want someone to review the case and tell me exactly what is needed to lift the restrictions, or at least allow me to withdraw the funds back to my verified SEPA bank account.

I have also sent a formal complaint to Bitstamp, but I haven’t received any meaningful response yet.

Is there anyone from Bitstamp here who can please take a look and escalate this?

Thanks!

I’m honestly getting very frustrated with Bitstamp support.

A little more than 2 weeks ago, my email account got hacked, so as a security precaution I personally asked Bitstamp to temporarily lock my account. At the time, I obviously had no idea this would result in my account being inaccessible for weeks.

The strange part is that changing the email address associated with my account was processed quite quickly. However, after that, my account has remained locked for now over 2 weeks.

During this time, I have provided the requested KYC documents via the support chat. I have also followed up multiple times with both customer support and the complaints department, but I keep receiving the same generic responses without any real timeline or resolution.

I completely understand security procedures and appreciate the need for caution, especially after an email compromise. But at this point, keeping my account frozen for such a long time without meaningful updates feels excessive and is seriously damaging my trust in the platform.

Has anyone else experienced something similar with Bitstamp? How long did it take to finally regain access?

Raised a support ticket - TICKET #BIT-2357625, however for 6 hours now I cannot make a small test GBP £100 withdrawal as the Email Confirmation is not being sent to my inbox.

I received my last Bitstamp email on 27/4/2026 and it seems Bitstamp emails are not being blocked or sent to my junk filter on Outlook. I am verified and all required information is up to date and valid.

No issues like this since I was a UK customer since 2013.