Customers should not be left without access to their assets for years without a clear explanation or effective remedy.
My dispute with Bitstamp S.A. has lasted more than two years. My verified account was blocked after I purchased Bitcoin directly through Bitstamp. Despite repeated requests, I have not received a clear explanation of what happened to my Bitcoin position or remaining balance. Bitstamp subsequently terminated my account.
I provided the documentation requested by Bitstamp and cooperated with its compliance procedures.
After being unable to resolve the matter directly with Bitstamp, I submitted a complaint to the Luxembourg financial regulator, CSSF. The CSSF confirmed that my complaint was admissible under Regulation N°16-07 and requested comments from Bitstamp.
I am calling for:
• clear and timely information about customer assets when accounts are blocked;
• transparent procedures when accounts are terminated;
• effective safeguards against customers being left without access to their assets for years;
• effective regulatory oversight and meaningful remedies for affected customers.