Complaint Freewallet: Freewallet is holding my legally withdrawn crypto funds without clear explanation

My complaint:

I am writing to file a formal complaint against Freewallet.

On January 18, 2025, I successfully withdrew large amounts of cryptocurrency (USDT and BTC) from my verified account on 1win, an officially operating platform. The following transactions were made:

600,000 MDL – Tether TRC20

5,000 MDL – Tether TRC20

587,561 MDL – Tether TRC20
(All of them ed on the blockchain and acknowledged via email from 1win support)

These funds were sent directly to my Freewallet account. However, Freewallet has since frozen the funds and refuses to provide a specific reason.

I submitted:

Blockchain transaction links from Tronscan

Official ation email from 1win support

Screenshots of withdrawal ation

Complete personal identification data

Despite this, Freewallet continues to ask me to provide the same information over and over without giving any clear instructions or timeline. Their support emails are vague and repetitive. It seems like they are deliberately delaying or obstructing access to my funds, which is unethical and possibly illegal.

I demand:

1. Immediate release of my lawfully obtained funds

2. Compensation for delays, if applicable

I hope this public complaint will pressure Freewallet to act responsibly.

Attached evidence includes:

1win email ations

Blockchain proof links

Screenshots of transactions and support messages

Offered solution:

Hello, the safety of customers' funds is our top priority. Therefore, some users undergo the verification procedure to prevent hacking attempts and comply with international laws, including those that combat money laundering and other illegal financial activities. By providing the requested information, users their identity as the rightful owners of the funds and ensure secure future transactions. Once the verification procedure is completed, your account will be fully operational. To complete the procedure, please get back to your support ticket and follow the instructions.

Shahzod Narzullayev

Responded on 08 September 2025 at 10:28

my account still deactivated and my complain is NOT SOLVED although the verification procedure has completed, and Freewallet sent me an email of this since months. please FIX MY ISSUE

Message from Freewallet

4 months ago - Hello, our security department can complete your account verification only after providing the last requested details.

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Shahzod(@telegram-nic-shakhzodnarzullaev)

8 months ago

#8116

Dear Freewallet scam team, please send me an email with the exact information that will help you. Or do your security department not know exactly what is needed to complete the job? You are very unprofessional. I have provided everything within your request, but even you do not know what document will satisfy you

Shahzod Narzullayev(@telegram-nic-shakhzodnarzullaev)

4 months ago

#8137

The email that confirming that verification procedure has completed, and since then they refused to give me my money back

freewallet(@freewallet)

#8139

Reply to Shahzod Narzullayev

Hello, please carefully review the emails from our team — your account verification has not been completed yet. Regarding the mentioned message, it was sent by mistake, and our specialists have already provided clarification several times.
To complete the procedure, you need to provide our security team with the requested information.

#8150

Hello, after reviewing your support ticket, we’re glad to see that you have successfully completed the account verification process. If you need assistance with anything else, please let our team know.

Freewallet complaint: Freewallet is holding my legally withdrawn crypto funds without clear explanation

My complaint:

Suggested solution:

Freewallet

Offered solution:

Shahzod Narzullayev