Blockchain.com stole all my money.

This is how their support is answering my questions. Has anyone been in the same situation. Does anyone have any advise for me?

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Blockchain.com Wallet

Live Support

Hello. I need to talk to someone that knows why my withdrawal is still pending since august 8. It has been 16 days now without any explanation and no answers from support.

Chat started

Ari joined the chat

Ari

Hello Frank, thanks for joining the chat today

I'm happy to help with this, before we continue I will need to ask you a few security questions. To get started, can you please confirm your full name, Date of birth and the email address registered to your Blockchain Exchange account?

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Ari

Please allow me a few minutes to check your account

Thanks for waiting, Frank

The designated department is still working on your case. We kindly ask you for your patience and understanding. Once there is an update the team will contact you to your email

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I can’t believe that you are doing this to me. You are supposed to be blockchain.com “The most trusted exchange and crypto wallet”. A 14-billion-dollar company. And you are just taking all my money?

Ari

I understand the frustration this may cause. Please rest assured your funds are safe. The team must carry out security checks and protocols must be met. Every issue is different and requires different types of checks and time to be reviewed.

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I go to work every day, and almost all the money I make is going to pay interest on my loan.

I am a family man with two small children. 2 and 4 years old. You are destroying our lives.

Ari

I´m sorry you are having this inconvenience, Frank. I do believe the best course of action at this moment will be to wait. I also understand that you may have not been notified of this, and that can generate stress and anxiety, but I can assure you your case is being worked by our internal team.

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I need to talk to someone that knows what is going on with my money! Why can’t I have my coins back? I need my money to pay my bills.

Ari

Your transaction was flagged during our security checks and your case is currently under review by the appropriate team. Please note that I am unable to share more information on the nature of the check. At Blockchain.com, we are dedicated to the trust and safety of our users and their funds and are required by law to treat these matters with the utmost urgency, so we appreciate your understanding. Our team will be working as swiftly as possible to review your case. During this time, you may be asked for additional information or documentation to help expedite this process, so please keep an eye on your email inbox for further communication from our team. There is no need to file additional tickets or follow-up chats as your case is already in queue. Once your case has been reviewed, you will be updated via email with the outcome and should a refund be required, this will be arranged for you. Thank you again for being a Blockchain.com customer, and for your patience as we review your case

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A refund? This is my life savings we are talking about here, not some refund on a pack of gum. This is unbelievable.

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Asha joined the chat

Asha

Hi Frank ????Thanks for reaching out! Could you please give me a bit more information/background on this? It will help me get a better understanding of your issue.

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I was talking to some other guy, but he left

Asha

Sorry to hear. Would you like to be reassigned to him?

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No, he wasn't helpful. My withdrawal is still pending since august 8. It has been 16 days now without any explanation and no answers from support.

And he starts talking about "Maybe a can get a refund some day".

I thought this was a supposed to be blockchain.com “The most trusted exchange and crypto wallet”. A 14-billion-dollar company.

and now you say that "maybe a can get a refund some day"?

this is my life savings we are talking about

there shouldn't be any questions whether I should get my money back or not.

Asha

If your transaction raises a security flag, there's no shortcut to getting your funds unfortunately. You'd have to exercise patience for all security checks to be concluded. This could run through various departments before it is completed, depending on the case. I believe this is the situation with you. I sincerely apologize for the inconvenience, but we still need your patience to resolve this

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I have an account at Coinbase, crypto.com and binance.com. They have never done this to me.

the worst part is I don't have any clue about how long you are going to keep all my money?

and in the meantime, I have a huge loan in my bank that I must pay interest on every month, the interest is getting higher and higher. I am paying $1.400 every month to my bank on that loan. Blockchain.com is just loaning my money for free, without my consent, and without paying any interest for 16 days straight now.

Asha

I apologize for the inconvenience

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Is this a liquidity problem for Blockchain.com? Many people withdrawing at the same time? Then please tell me. I don’t need to withdraw all my coins at the same time, but I need some of my coins now to pay my bills. Blockchain.com is even blocking my small withdrawals.

Asha

I will follow up with the concerned team regarding this

Hey Frank, I can see you've been away for a while now. This chat will close shortly, if we don't hear from you. If you still need help, feel free to reach out again!

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You didn't answer my last question

Asha

Your case is handled by a different department, they are in the best position to answer all your concerns.

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can I talk to them?

Asha

They will reach out to you via email and you can get to ask questins reagrding your case

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The support chat has been saying that to me for 16 days now

Nothing is happening

I check my email at least 10 times every day

Because my life is ruined because of this

Asha

I explained this earlier 'If your transaction raises a security flag, there's no shortcut to getting your funds unfortunately. You'd have to exercise patience for all security checks to be concluded. This could run through various departments before it is completed, depending on the case.'

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There should be no flags, I have been a customer since 2017, you have all my papers, you know who I am.

I've been taking money in and out of this exchange for 5 years without problems

And now suddenly there are red flags?

That doesn't make any sense

The only things that make sense is that blockchain.com does not have the liquidity

Asha

You will get your funds once this review have been completed

Sincere apologies for the inconvenience

Will reach out to the concerned team on your behalf.

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How long can I expect this "review" to last?

Asha

I can't provide you with a time frame as I cannot tell in advance when a resolution will be achieved, but rest assured that we are working hard to get this issue resolved as soon as possible.

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But how long does it normally take?

Are we talking days, weeks, months?

Asha

Each user's case is peculiar, I cannot promise what I am unsure of.

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You don't need to promise anything, I would just like to know how long this normally take? On average?

Asha

Our live chat support is meant for quick queries. Unfortunately, I cannot make guarantee on when your withdrawals will be completed. However, I can reach out to the team handling this, which I will proceed to do after this chat

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Do I have to get a lawyer?

Asha

Thank you for raising this issue. I will contact the department in question and ask for your case to be reviewed as soon as possible. Please accept our apologies for the inconvenience caused. Keep an eye out for your inbox - our team will reach out to you via e-mail as soon as possible!

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Bye

Asha

If you need any further assistance, please visit the support center, submit a request or get in touch via live chat, again. Thanks for your time today!

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