My complaint:
I have been trying in vain to get the help I need from Binance support since mid-February without redemption.
The people who responded to my message clearly have no idea what the problem is or what the official process is, even though everything is explained in detail by me and forwarded to support. Unfortunately, I can not be clearer than this explanation, and the problem is with the agents from the Binance end, of course, although everything is presented and chewed so that they can more easily understand.
I got this from Celsius support :
Hello Binance team.
Since the issue is ongoing for a while without any resolution, we would like to start from scratch.
The retrieval process for the Bertel Thomsen (me) is not being performed by Celsius, it’s being performed by the BSC team so not transaction ID will go from Celsius to Binance, it is the other way around.
The user initiated a transfer from Binance to Celsius, without knowing that the Celsius network does not support non-native blockchain transfers. Due to previously arranged workflow between the BSC team and Celsius, the user was provided with a flow for recovery of those coins and one of the steps is:
”In addition, since we (WE part is referring to the BSC team) will use the Binance chain for the retrieval, to cover the transaction fees, please also send 0.1 BNB to the same Celsius wallet address as your initial missing transfer and make sure that the new transfer is also performed via the Binance chain. Once these coins are sent please provide us with the transaction ID of this transfer.
Coins will be sent back using the BSC chain so make sure that the receiving wallet supports these transfers, once the coins are sent Celsius will not be able to help you retrieve the coins if the receiving wallet doesn’t support transfers made via the BSC chain.”
Now we are reaching the problematic part, the address used for the BTC transfer is a BNB address that is not compatible with BTC. The user needs to be given an option by the Binance to cover that fee, whatever way possible, Celsius network is not handling the retrieval, we are collecting the info from the user and passing it back to the BSC team. The user needs to be given an option to cover the mentioned fee in some way so that the transaction ID of that BNB transfer can be sent to Celsius so that it can be passed to the BSC team again.
Again, please note that the Celsius network is not handling the retrieval since we have no insight into the Binance protocols or MO and this needs to be handled from the Binance end since we are only collecting information to pass it back to Binance.
Suggested solution:
1) Since Celsius doesn't support the Binance blockchain, the funds were lost.
2) Luckily, the BSC team offered assistance for cases like this and the funds can be retrieved.
3) Based on the instructions received from the BSC team, the user has to send 0.1BNB to the same address used for BTC to cover the gas fee during the retrieval process.
4) It is familiar that the transfer will not go through since it is a different coin and BTC address is not compatible with BNB,
5) The transfer will not be successful and it will not reach Celsius wallet but it will remain in the Binance asset pool and will be used to cover the gas fee, again, based on the experiences of other users who managed to send BNB to the same address.
6) Binance support informs the user that the action is not possible due to a difference in the address format.
7) User is stuck in no man's land without the option to cover the gas fees and retrieve the BTC sent in the first transfer.
