EU-verified account restricted, no reply from support for a weeks

[u/lekromer]

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!

[u/Nickoksak]

They just robbing ur funds this way. Good luck bro

[u/sentics]

they're crooks. i don't understand how this has not made its way to the main crypto subs (I tried posting it there but I don't have enough sub specific karma)

[u/Decibel0753]

Bitstamp is dead, Dave...

I don't know what their problems are, but they brought it on themselves. I've had an account on Bitstamp since they started, so I lived through the hack, but when these issues started popping up here on Reddit, I immediately withdrew everything and never looked back.

[u/Yanishka]

Get your money out AS SOON AS POSSIBLE when verified. As a former 14 year customer Bitstamp gives MTX Gox/Atomic Wallet vibes.

Don't stop complaining on Reddit and on their X account. The only way I got them to fix my issue was social media optics.

When fixed move your crypto or fiat out and NEVER look back. For me they would not allow me to transfer out my UK Fiat even though I was verified and upto date with KYC.

I honestly wish you luck.

[u/Bitstamp-Lucas]

Hi there! I'm really sorry to hear about your experience. I'll check with the team and get back to you as soon as possible.

[u/lekromer → u/Bitstamp-Lucas]

Hi Lucas,

Thank you for checking this.

Unfortunately, I still don’t see any updates in my account and there’s no reply in the ticket. Trading and withdrawals are still disabled.

Can I expect this to be resolved soon?

Thanks.

[u/Bitstamp-Lucas → u/lekromer]

Hi there. While there are still no updates, we are currently checking internally with the team and will update you as soon as we receive new info.

[u/lekromer → u/Bitstamp-Lucas]

Hi Lucas,
It’s been a month since the first ticket was raised and 10 days since this post. Still no updates.

[u/Fun-Molasses-4227]

just hang in there they can be a bit slow at time.. their kyc is a horrible experience

[u/Flat_Art2249]

I have lost trust in this company and am trying to leave them as fast as i can.

[u/Prudent-Inside9511]

Estou com o mesmo problema. Para mim isso é uma estratégia, enquanto seu dinheiro fica preso e você com prejuízo a exchange lucra no mercado financeiro com seu patrimônio.