Start with four actions
- Save full screenshots of the app, website, and email notices.
- Identify whether login, trading, fiat, withdrawals, or the entire account is restricted.
- Open support from the official app or a manually entered official domain, not a link sent in a direct message.
- Submit only what the official case requests and keep the case number and submission dates.
Documents that may be requested
- Government identification and a live identity check.
- Bank, deposit, and withdrawal records.
- Salary, trade, asset-sale, or other source-of-funds evidence.
- Wallet addresses, TxIDs, counterparties, and transaction purpose.
- Device, login, or suspected account-compromise details.
Do not send every identity document to an unverified address. Never provide a password, 2FA code, private key, or seed phrase. Legitimate exchange support does not need a private key or seed phrase.
Where to start by platform
- Binance: read the restriction shown after login and open a case through official Support. A documented 24-hour withdrawal hold after a password change is a security mechanism, not a general appeal SLA.
- BitoPro: check the app, email, or login notice and use the official request form. BitoPro does not publish one resolution time for every restriction.
- OKX, Kraken, and Crypto.com: use the platform's Help Center or signed-in support route and follow the case-specific request.
Avoid these mistakes
- Paying an "unlock fee," tax, deposit, or guarantee demanded in a private message.
- Opening many duplicate cases and splitting the evidence.
- Using another person's account or submitting false information to bypass a restriction.
- Moving the same questionable funds to another exchange before understanding the original restriction.
- Trusting a fixed 3-to-14-day estimate or a guaranteed unlock claim.
Official entry points
FAQ
Does a restriction mean the funds were confiscated?
That conclusion cannot be drawn from the restriction alone. Read the official notice and scope; do not assume either confiscation or a guaranteed release.
How long will it take?
There is no cross-platform standard. Security, KYC, source-of-funds, and legal cases require different reviews.
Can a social-media account speed it up?
Treat the official case system as authoritative. Never send identity documents, verification codes, private keys, or seed phrases through social media.
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