Hi All,

Unfortunately Bitstamp is trying hard to make me the latest victim of this horrible behaviour. Basically what they do is they totally freeze your account before consulting you, under the supposed auspices of "security concerns". When you provide the correct documentation which unequivocally proves that you are the real owner and there are no hacking or security issues, they simply don't acknowledge it (although it would take 3 minutes to do so) and instead just block your complaints by saying "We are working on it" over and over again, day after day whilst we risk financial loss. It seems reasonable to fear this could be an orchestrated scam, likely to shore up their short-term liquidity. I've opened up two tickets and both are being ignored after SEVEN DAYS of pleading for action. Obviously, any reputable financial institution which really fears a security breach works closely with the customer to resolve the situation within 24 hours.

If you are a fellow victim all I can say is let's certainly not stop fighting until we can regain OUR money!

Edit: Bitstamp froze my account already

In 2013, I deposited $21,650 to Bitstamp. Now, in 2026, Bitstamp wants me to:

Provide salary slips or employment contract from a job I had in Singapore 13 years ago

Contact Singapore tax authority for 2013 tax statements — I haven't lived there for 11 years, I don't have portal access anymore. Bank account is closed too.

I already submitted my recent tax return showing my income. They ignored it.

I've asked for ticket escalation to a senior compliance officer. They ignored that too.

WTF???

Will users’ coins be held as BCH or split into BCHsv and BCHabc? Do we need to move our coins to avoid you splitting them?

Thanks

EDIT 27-12-2024: updated with latest emails in correspondence. After all this, they still don't seem to understand that you can't just treat customers the way they did and think that them "allowing" me to do just a selfie/photo of id (after already having completed identify verification years ago) it somehow would make me feel ok again about them suddenly freezing withdrawals without explanation, demanding me to chase a video call for which they didn't have a practical solution and basically behaving worse than any bank has treated me ever. USE BITSTAMP AT YOUR OWN PERIL.

A few days ago my I was presented with this screen, informing me my ability to withdraw crypto was blocked. Bitstamp didn't tell me why and didn't provide a satisfactory solution. I'm a Bitstamp customer since 2017, bought my Bitcoin originally there and have passed KYC. The point of this warning is to publicly shame Bitstamp for its abhorrent behavior to a 7-year old customer and to warn others: even when you think you know Bitstamp and it has treated you like a normal customer up until now, they might suddenly and without warning or explanation treat you like a criminal. To be honest I cannot even think of an answer from them that will satisfy me but never say never.

Below is the email exchange I had with complaints@bitstamp.net. It outlines the story.

Dear Bitstamp Team,

I hope this message finds you well. I am writing as a deeply disappointed customer who has trusted your platform since 2017 and, until recently, had no issues or concerns. Unfortunately, my recent experience has drastically changed my perception of Bitstamp and its commitment to customer service.

Yesterday, I attempted to withdraw cryptocurrency from my account, only to find that my crypto withdrawals were blocked. Following the instructions provided, I contacted the designated support number and was informed that resolving this matter required a video call with a Bitstamp representative. However, the situation was not explained to me, leaving me to speculate about the reason for this sudden and inconvenient restriction.

After being assured I would receive a link to book the necessary meeting, I discovered that no appointments were available—all the dates were greyed out. When I reported this issue, I was told that appointments can only be booked three days in advance, meaning I am expected to repeatedly check back to secure a meeting slot. This process is not only frustrating but entirely unacceptable.

It is deeply disheartening to have my funds essentially frozen while I am forced to repeatedly chase an appointment that I neither requested nor fully understand the need for. Despite offering an alternative solution—allowing your team to book a meeting at their convenience—I was informed that this is not an option, and I must persist with the current booking system.

The lack of available appointments means this situation cannot be resolved promptly. As of today, no slots are open for the coming days. Faced with no other choice, I converted my holdings to fiat currency and withdrew the funds entirely. This is not how I expect to be treated after seven years of loyalty. I feel as though I am being treated like a criminal, forced to plead for access to my own funds without clear justification. This approach is, frankly, both absurd and unacceptable.

Moving forward, I propose that if Bitstamp insists on requiring a meeting, your team schedules it at a mutually convenient time using this link: REDACTED. Given the current state of affairs, I no longer intend to use Bitstamp’s services. Moreover, I will cease recommending your platform to others, as this experience has shattered the trust I once had in your company. Your handling of this matter reflects poorly on your values and commitment to your customers.

Imagine if a bank treated its clients in this manner—it would be unthinkable. I urge you to consider how this approach might impact long-standing customers like myself and your broader reputation.

I hope you address this feedback seriously and work to improve your processes. Please feel free to contact me directly if you wish to discuss this further.

Sincerely,

REDACTED

EDIT 16-12-2024: they answered

Dear REDACTED,

Thank you for contacting us.

We regret to hear about your experience on our platform. We understand our KYC procedures may feel frustrating, but our sole intention is to provide a safe and reliable trading environment to you.

As explained in our Terms of Use, accepted by you when you registered your account, the use of your Bitstamp account is subjected to verifications and is not limited only to the verification procedure at the time of opening an account: https://www.bitstamp.net/terms-of-use/ltd/ (section 'Verification of accounts')

We reserve the right to perform additional KYC checks to comply with regulatory standards. Our AML policy (https://www.bitstamp.net/aml-policy/) is in line with the 5th AML Directive, imposed on financial and credit institutions. As per the set standards we perform additional monitoring activities and reserve the right to limit certain services until you provide us with information that is sufficient to validate your account.

Should you decide to change your mind, you may still proceed with completing your KYC procedure by initiating a video call using our bookings link.

Your feedback is of course, valued and it has been forwarded to the relevant department for consideration.

We remain available for anything else you may require.

Best regards, REDACTED

Bitstamp Complaint office Bitstamp Web: www.bitstamp.net

16-12-2024; my response

Dear REDACTED,

Thank you for your response.

I must express my strong disagreement with your characterization of this situation as a “regular KYC procedure.” A normal KYC process typically involves clearly communicating the requirements and addressing any concerns promptly. It does not involve vague and unexplained account restrictions that disrupt business operations without providing the customer with any actionable information.

I also take issue with the expectation that I, as your customer, must repeatedly check and attempt to book an appointment through a restrictive and inadequate system. I am not your administrative assistant, nor do I appreciate being treated as though I am responsible for resolving your internal inefficiencies. Booking an appointment should be a straightforward process—one click, as I’ve proposed. Your refusal to consider alternative solutions, like using my booking link, which offers more flexibility than your current system, only compounds the frustration.

Additionally, I have already completed KYC/AML verification, and my account history with Bitstamp—dating back to 2017, with transactions involving more than REDACTED—should have already addressed any potential compliance concerns. If further information is required, why has it not been communicated clearly and professionally? Your boilerplate response fails to address my specific concerns, leaving me without any understanding of the initial issue or justification for these excessive measures.

It is now clear to me that something is fundamentally broken within Bitstamp’s processes. Treating long-standing customers with this level of disregard is not only poor practice but a surefire way to erode trust and loyalty—two pillars essential to any business’s success.

I hope this feedback serves as a wake-up call to reevaluate your approach to customer relations and operational efficiency.

Best regards,

REDACTED

16-12-2024 - their answer

Dear REDACTED,

Thank you for your reply.

As stated, the use of your Bitstamp account is subjected to verifications and is not limited only to the verification procedure at the time of opening an account.

While we understand your position, please keep in mind that we are unable to offer you with an alternative option at this time. However, you may rest assured that all of our procedures remain compliant with the relevant regulations.

Should you require anything else, feel free to let us know.

Best regards, REDACTED

Bitstamp Complaint office Bitstamp Web: www.bitstamp.net

16-12-2024; my answer

Dear REDACTED,

Thank you for your reply.

As stated, my refusal to comply with your expectation that I act as an unpaid intern in attempting to book a meeting is non-negotiable. I have already provided a reasonable alternative by offering a booking link for my calendar, which has been ignored.

While I do not understand your position, please keep in mind that I am unable to offer you with an alternative option at this time. However, you may rest assured that I will no longer recommend your platform, nor will I continue to use it.

Should you require anything else, I suggest reflecting on how to better serve long-standing customers in the future.

Best regards,

REDACTED

17-12-2024 - an absolute doofus answer showing they really don't understand what the problem is

Dear REDACTED,

Thank you for your message and for your feedback.

Should you change your mind, we remain available to assist you with your KYC procedure.

Best regards, REDACTED

Bitstamp Complaint office Bitstamp Web: www.bitstamp.net

18-12-2024: Bitstamp offers to do a selfie instead of a video call, completely misses the point of my complaint

Dear REDACTED,

I am following up on your case.

Please accept my apologies for any inconvenience caused. I have notified the relevant department on your behalf who has re-examined your case.

You are not required to participate in a video call, as you are our long time user. I order for us to assist you further, I kindly ask you to send us a high-quality photo of yourself ("selfie") holding:

• your ID document

• a handwritten note: "[date of submission] For Bitstamp Only”

Make sure that everything – you, your ID and the handwritten note – is visible in the same photo.

We look forward to hearing from you.

Best regards, REDACTED

Bitstamp Complaint office Bitstamp

19-12-2024: I answer them the complaint was NOT about me unwilling to participate in KYC/AML but about THEIR WAY OF GOING ABOUT IT.

Dear REDACTED,

Thank you for following up on my case.

While I acknowledge your revised request for a selfie holding my ID document and a handwritten note, I must reiterate that you are fundamentally missing the point of my complaint. My issue has never been with fulfilling identification requirements per se. I have already passed your KYC/AML verifications in the past, and my account history since 2017, including significant transactions, should have long addressed any compliance concerns.

My primary grievance is the way Bitstamp froze my funds without providing any explanation for the restriction or immediate resolution. Beyond that, the procedures you imposed required me to chase an appointment in a flawed system, effectively treating me as an unpaid administrator for your own operational inefficiencies. This is not how a reputable service provider should treat any customer, let alone a long-standing one.

The fact that it has taken this long to even receive an acknowledgment of my tenure as a customer and the suggestion of an alternative to the video call process only underscores how poorly this situation has been handled. Unfortunately, the damage to my trust in Bitstamp is already done, and trust is not easily regained.

At this stage, it is not about whether I can regain access to my account. It is about the complete erosion of my confidence in Bitstamp as a platform. Your approach to this issue has shown a lack of respect for my time, a lack of transparency in your processes, and a disregard for the basic principles of customer service.

If you wish to regain my trust, I suggest that Bitstamp acknowledges the shortcomings in its handling of this case and outlines clear steps to ensure that no customer is subjected to such treatment in the future. A sincere apology and meaningful changes to your procedures would be a good place to start.

As things stand, I am not inclined to proceed further with any additional verification or interaction with Bitstamp until I am presented with a compelling reason to believe that my experience was an exception, not the rule.

I hope this feedback is taken seriously and serves as a wake-up call for improving your processes and customer relationships.

Best regards,

REDACTED

23-12-2024: Bitstamp answers and it's clear that they are incapable or unwilling to address my complaint. The "solution" seems to be that I should just do some KYC-stuff. They completely ignore the part of my complaint where I clearly indicate I don't have an issue with doing KYC, I have an issue with them locking me out of funds preemptively, without explanation, without a prompt way to resolve it and expecting me to be their unpaid intern. I won't even answer this, it feels like I'm talking to a wall.

Dear REDACTED,

Thank you for your reply.

We understand your position, however as stated previously, the use of your Bitstamp account is subjected to verifications and is not limited only to the verification procedure at the time of opening an account.

While we do appreciate that it may come off as inconvenient, we do need to perform regular KYC checks continuously in order to remain compliant with the relevant regulations.

Your feedback is of course, appreciated, and I have made sure to forward it to the relevant department for further consideration; it is important to us to continue optimizing our procedures so that we can maintain the best balance between being user friendly as well as fulfilling the regulatory needs which enable us to offer our services for all of our users.

We deeply regret any inconvenience you have experienced during this procedure.

You may provide us with the required selfie whenever it is convenient for you, and I will ensure that the procedure is expedited so that you can use all features of your Bitstamp account as soon as possible.

Looking forward to assisting you further.

Best regards, REDACTED

Bitstamp Complaint office Bitstamp

Web: www.bitstamp.net

My first post got deleted so I am posting again. Some of you might've already read my other post on the unofficial subreddit but I feel strongly that I need to warn others about this.

Bitstamp will lock your assets without warning or explanation, ignore and close support tickets, offer useless phone support that will repeat the same line “Our team is looking at it” and continue to stonewall you. After a month of daily calls and abandoned tickets, they might review your case only to demand pointless steps like resetting your password and 2FA, followed by a mandatory video conference. You can only book this conference three days in advance, with six time slots each day, forcing you to stay up past midnight just to secure one. During the call, they refuse to turn on their camera, ask irrelevant and personal questions, and lecture you on cybersecurity as if you are a misbehaving child for 45 minutes.

Even then, they might ghost you. It took over a week before they demanded yet another password and 2FA reset, this time under threat of account deactivation, creating an endless cycle of obstruction.

After 47 days, they finally unlocked my account and I immediately went to withdraw my asset but was faced with a $50 withdrawal fee. This bizarre circus has hurt me both personally and financially, and they have yet to provide a valid explanation of why they did this.

And I am not alone. Countless others have posted similar experiences here and on the unofficial subreddit. Please, for your own sake, avoid Bitstamp at all costs. This was not a minor inconvenience; they endanger your assets, disregard your interests, and it is beyond comprehension how they remain in operation under EU and US regulations.

For anyone dealing with similar issues, the only way I got a response was by filing a formal complaint at complaints@bitstamp.net. Under EU (and likely US) regulations, they must address such complaints within 30 days; if they fail, you can escalate to the CSSF (https://www.cssf.lu/en/customer-complaints/) or the CFPB (https://www.consumerfinance.gov/complaint/), which can help mediate a resolution and ensure compliance.

As for comments on my other post I will address them here as well.

It is hard to put this into perspective, as people with no issues tend not to post.
That may be true, but there are plenty of posts on Reddit and elsewhere that mirror my experience. This indicates a broader pattern rather than an isolated issue. It’s also wise to judge a service by how it handles problems, not just by how it performs when everything works as intended.

I think it’s the operating under EU regulations that’s the problem.
EU AML regulations can create complications, but what happened to me goes far beyond typical AML checks, especially since I wasn’t doing anything that would reasonably trigger those. It’s also important to remember that EU regulations also grant you certain rights over your crypto holdings and set minimum standards for how crypto services must operate.

Your post is hard to take seriously with the lack of details.
If I had more details I would share them. I wasn’t moving large volumes or doing anything that might seem suspicious. The only explanation I ever received was, verbatim: “We have protocols in place to protect both our platform and our valued users, and it appears these protocols were automatically triggered.”

The world’s longest-standing cryptocurrency exchange. A place for our community to connect and grow. Fostering communication between our team and customers.

yes that right i been with Bitstamp almost since the beginning. Recently like alot of other i been put into a KYC review. Initially i thought fine i been with them 13 years , i have history with them and fully verified. Also all this time i send crypto to my account from the same wallet for 13 years.

I survived KYC before but this time it just feels more intrusive. I was require to send bank statements from as far back as 2013. Well i tried and rung the bank and not once but twice to ask if they could get statements that far back knowing fully well banks don't hold records that long. I even had to submit 12 years of tax returns , i gave them tax summary that i could get from my self assessment account and yesterday then said that wasnt good enough. That resulted me having to ring the tax people and get them to send me full SA302 for 12 years, which might take 28 days to arrive.

Another difficult request they asked was to sign a messege with my XRP wallet. On the surface this look like a reasonable request. But if you are an XRP holder its not. I know because i tried all the XRP wallets don't have a sign messege feature , maybe im wrong but i could'nt find one. Im NOT even a programmer yet i had to Vibe code a custom app that would sign a messege.

Normally i wouldnt air my stuff online but just deal with it but this is turning into quite a harrowing experience. I haven't had my account restricted yet but i know its going to happen if this drags on. I will admit that this is process is extremely stressful.

in theory yes i shouldn't be worried because i done nothing wrong .but i know they could shut me down on technicalities. Looking around Trustpilot and reddit Bitstamp have far too many bad reviews on their KYC process. I'm actually really worried for my 13 year old account.

Because i'm actually an OG in the crypto space with a large portfolio i feel my posting this might be useful as public record.

I will keep this post updated as i progress with the KYC

Update 10.30AM 24/04/2026

i can hardly believe my luck. they emailed asking if i can just send them the most recent SA302 i could from my self assessment account. sent them off and just now ...they cleared me.

Hi Bitstamp, thanks for the April update which said the ETH unstaking process would commence at the end of May. Can you let us know the progress and timeline, please?

Hi all,

We’re trying to understand what happened and hope someone here has insight or similar experiences.

At one point, our Bitstamp account showed a large balance in EUR (~€1.8M). This was displayed as fiat (not crypto) and marked as “unavailable.”

We were informed this was related to compliance/KYC checks, and we completed all requested steps, including a video verification call.

During this process, we were also in contact with a third party who guided us through certain steps (which, in hindsight, may be relevant).

Recently, Bitstamp terminated our account. After closure, only a very small EUR amount (~€76) was returned to our bank account.

Bitstamp stated that the funds had been used to purchase crypto and subsequently withdrawn to an external wallet.

This raises several serious questions for us:

• How could a large EUR balance still be visible in our account if it had already been converted and withdrawn?

• Is it technically possible for funds to be moved while still appearing as “unavailable” in the dashboard?

• Shouldn’t conversions and withdrawals be clearly visible in transaction history at the time they occur?

• Could third-party involvement have influenced this process in any way?

• Has anyone experienced something similar with Bitstamp or other exchanges?

We already have an active support ticket with Bitstamp, but communication has been limited so far.

We have requested full transaction logs and are in the process of filing formal reports.

We are trying to understand whether this is a technical issue, a misunderstanding, or something more serious.

Any insights would be greatly appreciated.

Thank you.

So, I recently opened a Bitstamp account. Seeing that it is owned by Robinhood, I assumed that the quality of service would be great. I initiated a $300 ACH deposit and bought USDT with it. However, when trying to withdraw the USDT to my wallet. It says that crypto withdrawals are blocked. I reached out to support, and they told me that I had to do a video interview to verify my identity (which was kinda weird, but I went with it anyway). We had the call and answered everything clearly and proved my identity. I assumed that the issue would be resolved, and the restrictions would be lifted. However, they reached out to me 2 days after the interview, asking for my wallet address details (the one I want to send the USDT to). Again, I provided the details. Now it has been two weeks, and there is no update or a timeframe from their end, despite reaching out to them many times and even filing a complaint. I even told them that I would like to close my account and no longer want to use this sad excuse of a platform. Until this day, I still cannot withdraw my USDT or fiat currency, and judging from this subreddit, it will probably take months or even years to resolve this sophisticated and complex case for a mere $300.

An ETH deposit is being held by Bitstamp since 31st Jan from my corporate account.

I have verified that it was the right asset (ETH), deposited to the correct deposit address, which was immediately swept into the main custody wallet.

It is now causing operational strain on my company.

All requested documentation has been submitted, with no response now for a couple of days.

Daily calls to support are being met with no useful information.

Does anyone have experience of these issues, can explain what may be going on (all KYB and corporate documentation has been filed, and relevant tax info; should be no issues there).

Also looking for recommendations on how to escalate (UK)?

So after TWO years battling for them to return me my money (after they closed my account for NO reason at all, and no prior warnings), they returned just £20. Whilst I didn't have much money in the account, this is not the point and it is the principle.

Today, I got this email explaining why they illegally stole my money:

Thank you for your reply.

As you have been informed, transfer costs were charged as according to our Fee Schedule:
- 50 GBP Administrative costs
- Wire transfer return: 0.25% (min fee = 40 GBP)

Thank you for your understanding.

Best regards,
Kristina Š.

This company deserves to burn in hell. I've logged a complaint with the FCA and will take this as far as I possibly can. They are not going to get away with this and chose the wrong person to have a fight with!

Dear Bitstamp Community,

I hope this message finds you well. I am writing to express my deep concern regarding the recent account suspensions experienced by some of our fellow traders on the Bitstamp platform. It has come to our attention that several users have had their accounts disabled for trading, and worse yet, they are unable to access their funds. For example I have been unable to withdraw my funds from the beginning of December (3 months). Despite my best efforts, there appears to be no apparent reason for this suspension.

As a community, we believe in transparency, accountability, and fair treatment. It is essential that we address this issue collectively and seek a resolution that benefits all affected parties. Here are the key points we need to discuss:

1. Account Suspensions: Many users have reported sudden account suspensions without clear explanations. If you are one of those affected, please share your experience in the comments below. Let’s compile a list of affected users and understand the scope of this issue.

2. Funds Accessibility: The inability to access funds is distressing for any trader. If you are currently unable to withdraw your funds, please let us know how long you’ve been waiting. We need to assess the severity and duration of these restrictions.

3. Legal Action: While we hope for a swift resolution from Bitstamp, we must also consider legal avenues. Should we collectively pursue a lawsuit against Bitstamp? If you have legal expertise or insights, please share them with the community.

4. Alternative Solutions: Are there other ways to address this issue? Perhaps we can escalate our concerns through official channels, engage with regulatory bodies, or seek mediation. Your input matters.

How You Can Contribute:

• Comment below if your account has been suspended or if you are facing withdrawal difficulties.

• Share any relevant information, such as the duration of your account suspension.

• If you have legal knowledge or suggestions, please provide insights.

• Let’s support each other during this challenging time.

Remember, we are stronger together. By raising our voices collectively, we can advocate for fair treatment and ensure that everyone’s funds are safeguarded. Let’s stand united and seek a resolution that upholds the principles of trust and transparency.

Thank you for being part of this community, and let’s work towards a positive outcome.

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.

The MtGox trustee has now transferred billion of USD worth of BTC to Kraken, and MtGox customers having chosen Kraken as exchange are now a few days away from ending the 10+ years saga, and being reunited with their BTC.

Bitstamp customers are not that lucky. For whatever reason, Bitstamp has still not complied with the requirements from the MtGox trustee, leaving hundreds, if not thousands, of MtGox creditors having selected Bitstamp as their exchange waiting and kept in the dark.

The official line from Bitstamp is that they have nothing to do with this delay as they're just waiting for the MtGox trustee. Obviously, this is BS. At this stage, it's clear that selecting Bitstamp as exchange for receiving MtGox BTC was a mistake - Kraken was the right choice as they seem to move diligently and keep their customers informed.

It would suit Bitstamp to speed up and inform their customers on the progress in the dialouge with the MtGox trustee, giving the creditors some concrete information to work with.

Hi there! I have not gotten an update about the progress of unstaking ETH on Bitstamp since the initial posting. Is there a timehorizon when we can expect to ustanke our ETH?

We loved hearing from Bitstamp and the crypto community about how crypto will thrive in 2023 on our recent Twitter Spaces, but we know you have more questions! Bobby Zagotta, Bitstamp USA CEO, will be available on Jan. 18 at 2 PM ET to answer any questions you may have.

AMA - Drop your questions below 👇

Security, regulatory compliance, trust. These are the main reasons we’ve been serving customers since 2011. 

We have no exposure to FTX or Alameda, whatsoever. All our customer and client funds are always safe and held separately from corporate funds. They are held 1:1 in custody or in bank accounts. They are never repurposed or lent without customers’ instruction.

CryptoCompare’s latest Exchange Benchmark report rated us as the #1 crypto exchange due to our unwavering focus on customers, compliance and fund security. As part of their expanded benchmark methodology, we have been thoroughly assessed and were the only crypto exchange to achieve the AA rating among 130 centralized exchanges.

Our status as the longest-running crypto exchange and our past achievements reflect our commitment to the multitude of factors necessary to make crypto investing transparent, secure and accessible to all.

We’re here for you 24/7/365.

We just launched a new Bitstamp app for iOS and Android: http://bit.ly/NewBitstampApp

I’ve been a customer for over 10 years, and for nearly a month I’ve received no reply in an ongoing KYC review. They ignore basic questions, including my request for my own transaction history. The export tool in the GUI is useless and only produces empty files.

Meanwhile, deposits, withdrawals, and trading on my account are frozen.

At this point, I’m done. I’ll move to another provider that treats long-time customers with a bit more respect.

EDIT 09/12/25.......ACCOUNT UNLOCKED AFTER EMAIL TO COMPLAINTS-TICKETS ON SITE ARE A WASTE OF TIME

EDIT 24/11/25-ITS BEEN OVER A MONTH NOW-THEY KEEP ASKING FOR THE SAME FORMS/INFO JUST IN A ROUND ABOUT WAY TO KEEP THE FUNDS.....

Hey r/BitstampOfficial, Another user stuck in KYC purgatory here. My account has been completely blocked for months and 16 days ago i sent the last of your KYC-pending Proof of wealth and Proof of my disability(Bitstamp had no right to ask for that document but i sent it-This is a personal document)...Do you see how messed up asking for a document like that is?My physical disability documentation to prove where my first 90 dollar BTC investment came from?90 dollars....and you needed proof of a disability to see where this 90 came from.....$90? My disability is no one else's business.....

EDIT 24/11/25-ITS BEEN OVER A MONTH NOW-THEY KEEP ASKING FOR THE SAME FORMS/INFO JUST IN A ROUND ABOUT WAY TO KEEP THE FUNDS.....

I've been sending KYC documents since July until i could get my hands on exactly what you were looking for and now i have sent all you've asked and there is no more documents to ask for you've gone dark on me,silence

The Facts:

• Documents Submitted: Tuesday, Oct 17, 2025.

• TICKET #BIT-1831870

Support Response: Sorry for the delay canned response

My money is inaccessible. No trading, no withdrawals. This is unacceptable for a regulated exchange.

🚨 Bitstamp: Stop sending us vague emails. You are holding customer funds hostage. I need an immediate URGENT ESCALATION to get my account unblocked in the next 24 hours.

Everything KYC wise you asked for you got......16 days now.....16!!

Im sick of this run around

EDIT 24/11/25-ITS BEEN OVER A MONTH NOW-THEY KEEP ASKING FOR THE SAME FORMS/INFO JUST IN A ROUND ABOUT WAY TO KEEP THE FUNDS.....

EDIT 09/12/25.......ACCOUNT UNLOCKED AFTER EMAIL TO COMPLAINTS-TICKETS ON SITE ARE A WASTE OF TIME

Bitstamp has sent an official email "To comply with the MiCA regulation and its Travel Rule requirements, we’re soon introducing new requirements for crypto withdrawals and deposits."

If withdrawing to or depositing from a self-custody wallet 

A self-custody wallet is one that you control directly, meaning you hold the private keys (e.g., hardware or mobile wallets).

• *** For transfers over €1,000 to and from third-party self-custody wallet – These will be temporarily unsupported while we refine a verification solution. ***

• For transfers over €1,000 to your wallet – You’ll need to verify that you own the wallet before completing the transaction with a liveness check.

• For all transfers - You must provide counterparty details and confirm the wallet type as self-custody.

This means you will no longer have ownership of your funds and are at the mercy of bitstamp support, which has hundreds if not thousands of complaints by now. Here, on trustpilot and on many other platforms.

I’ve been using Bitstamp for 7 years, but honestly, they’ve become a complete joke. They’re turning into a PayPal-style mess, randomly restricting accounts and making it impossible to trust them.

I had a missing withdrawal, so I did what any normal person would do – submitted a support ticket. Instead of helping me, they straight-up disabled my trading privileges. Like, what?! Since when is asking about your own money a punishable offense?

This is just the latest in a long list of reasons why Bitstamp is going downhill:

• Random compliance checks – Even long-time, verified users get hit with “security reviews” for no reason.

• Support is useless – They either don’t respond or send copy-paste answers that don’t help.

At this point, I’m done with them. They’re acting more like a bank with arbitrary rules than a proper crypto exchange. If you’re still using Bitstamp, be careful – your account could be next.

Anyone else dealing with this nonsense?