I was asked to renew KYC. I am sending one by one… passport and drivers licence photos. Both valid. I am doing that from different angles, lights. My wife assists me with holding it so it would be clearest as possible. I have connected high-end full frame camera as a webcam but uploaded photos were treated as sending “screenshots” (I have disabled all side information from camera menu and still..). My regular 720p webcam is not perfect, but still does pretty good photos. Sending these for HOURS didn’t give any result. They deny it either for being unreadable, or because they claim it MIGHT be edited. At current KYC engine, there is not way to upload manually a photo (only webcam sharing or doing it via phone). In my case it can be done only by a webcam. When I presented the issue to the “support” and asked for a solution - either a possibility to upload HQ image, or to do a webchat to show my documents form every angle, or to provide with any other solution, they claimed that KYC failure will stay like that and that they can’t give me ANY support. When asked WHY in different forms of that question, I constantly got this answer: “We are unable to release any information at this moment without a formal request such as subpoena from a government agency or law enforcement - this is the official detailed explanation”. So basically they denied my KYC for a fake reason (or technical difficulties at Binance end - call it as you wish) not giving nether any explanation, nor giving a possibility to provide them with any proof they desire with a different way (since webcam scan is constantly denied). Oh… and once they probably couldn’t hide behind “possible edited photo” reason, they claimed that I provided them a document not consistent to their internal regulation. I chose a country from their list and selected a passport according to this country selection - a valid one. And they claimed that it’s not a proper document (they literally can give you any bs to deny and you can’t do nothing more than spend hour hoping that for some random reason maybe this time it’ll work). On top of that, I am trying the KYC procedure with thevery same documents I was trying to send previously (they didn’t expire from last KYC check), they were accepting them earlier. Now somehow they are fake/incorrect? This is the poorest customer relation I have had. After many, many clear request to redirect me to someone who can help me, I am awaiting “a specialized department for further support to proceed with the case.”. Expected time : 30–660 minutes (I guess no sleep for me tonight)! Of course markets can wait for that delay. Probably if I’ll go away from PC for more than few minutes, this chat will close and my request will be automatically rejected. If that will work, I am moving every assets tradable elsewhere, elsewhere. The amount of stress and wasted time is not worth possible benefits with Binance.And update after my long wait: I was copied the identical message, which I got earlier from a different “person/chatbot” : “After careful consideration, we have determined that the original outcome should be upheld. Unfortunately, we are unable to release any information at this moment without a formal request, such as a subpoena from a government agency or law enforcement. We understand that this might not be what you had hoped for, but we have come to this decision based on our Terms of Use and Internal Policy. We will not be able to offer additional support to you. In case you have any assets in your account, please withdraw them using the "withdraw crypto" option “In other words, they are banning me for no reason, with no explanation and no way to fix it. At least I wasn’t waiting 660 minutes. Way to go Binance!2 stars since while it was working, it was good for trading. I am being generous with 2 stars considering that for now it does not work at all for me. As requested by "RA", here is unique case ID #133039782 with complaint reference ID of CC6155429. For clarification - yes, I use different e-mail and signature myself with a different name on TrustPilot than on Binance. That's the whole point of getting some anonymity in the Internet. On Binance all my credentials are consistent. I wanted to be clear on that.
