My complaint:
Dear SirMadam,
Re: Account Breach and Cryptoasset Fraud Complaint
Our Client: Mr Mottaz Ibrahim
Client’s Address: Flat 21, Braunston House, Hatton Road, WEMBLEY, HA0 1RP
Client’s Date of Birth: 01012002
We have been instructed to act on behalf of Mr Mottaz Ibrahim with regards to his complaint about your service and financial losses he has suffered as a result of fraudulent activity on his Binance exchange account.
Mr Ibrahim opened an account with Binance in March 2021. By April 2021 his Binance account held a total of 23,000 USDT which he had purchased through fiat transactions using his UK bank account. In that same month, he began to experience some glitching and problems using the Binance app and these faults severely restricted his use and access of his Binance account. Mr Ibrahim changed his password, regained access to his account but noticed random trades and transactions had been filled and cancelled on his account.
He contacted your customer support team, reported the problems with his account and requested for his account to be frozen. Following this, Mr Ibrahim received s from yourselves notifying him of attempts to access his account from Kuala Lumpur, Malaysia and New York, USA on the 18 April 2021, 19 April 2021 and 27 April 2021. He declined all attempts to access his account and sent several messages to your customer support team about these issues but did not receive and assistance from yourselves. His account was subsequently hacked, and he lost 23,000 USDT.
At the time of these incidents, our Client struggled to deal with the issues with his Binance account as he was seriously unwell, having tested positive for the COVID-19 Sars virus on 10 April 2021 (see National Health Service (NHS) test notification attached).
Given that Mr Ibrahim had contracted the COVID virus, he was unfit to travel and was in isolation in the UK, in line with the UK COVID restrictions and guidelines. This indicates that he could not have accessed in Binance account from Kuala Lumpur and New York.
Furthermore, our Client was the sole user of the Apple device with which he accessed his Binance account. Though an iOS device is not usually vulnerable to viruses, Mr Ibrahim had added security on his device as he had installed the McAfee mobile security software. Mr Ibrahim went further to protect his Binance account by setting up two-factor authentication and never granted anyone else access to his account at the time of these incidents.
Prior to the glitch of his Binance app and consequent loss of his funds, he had not experienced any problems with his account as it had been operating faultlessly.
We trust that the service usage data you have collected on Mr Ibrahim’s account will show that it was illegally accessedhacked.
These circumstances indicate that Mr Ibrahim is a victim of fraudulent activity as a result of glitches on your app and faults with your service as such we believe that you are responsible for the financial loss he has suffered.
In addition, Mr Ibrahim contacted Binance customer support on several occasions to report and discuss the problems with his account but at no time did you customer support team provide appropriate assistance, advice, information and support to help our Client or assist him in securing his funds.
Considering these circumstances and in line with your obligations to your customers
we request that you put our Client back in the position he would have been in had his account not been fraudulently accessed. Accordingly, we ask that you reimburse a total of 23,000 USDT to Mr Ibrahim for his losses.
We look forward to receiving a written response from you and ask that you do not hesitate to contact us if you require any further information to assist with your assessment of this complaint.
Yours faithfully,
Ingram Toft
Suggested solution:
We request that you put our Client back in the position he would have been in had his account not been fraudulently accessed. Accordingly, we ask that you reimburse a total of 23,000 USDT to Mr Ibrahim for his losses.
