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1Repair Windows errors before they cause bigger problems2Fix the driver behind crashes, sound loss and screen glitches3Clear out junk files and repair common Windows errorsIf a crypto exchange restricts your account for a compliance review, verify the notice inside the official app or website, answer the exact questions through the authenticated workflow, submit accurate supporting records, and keep a dated case file. First determine whether the block affects trading, deposits, fiat withdrawals, crypto withdrawals, or account access. Those functions can be restricted separately.
A compliance review is not automatically a finding of wrongdoing, and an exchange-imposed review is not always the same as a court, law-enforcement, or sanctions freeze. The legal entity operating your account, your location, and the type of restriction determine what the exchange can disclose and which escalation route is available.
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Why did the exchange freeze my funds?
Exchanges use compliance and security controls to investigate activity, verify identity, and meet legal obligations. Kraken’s explanation of temporary funding suspensions lists examples such as a security concern, suspected malicious activity, a withdrawal destination linked to prohibited or scam-related activity, a reversed payment, inaccurate identity details, or failure to answer an information request. Those are examples from Kraken’s policy, not a complete industry-wide list.
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One free scan finds every outdated or missing driver and matches the right update for your exact hardware.Free scan · exact hardware matchAn information request can also be routine. Kraken says it may ask for more detail after a change in account use, a change in transaction size or type, or to clarify material already supplied. Typical requests can involve source-of-funds or source-of-wealth evidence, bank statements, proof of address, and confirmation of account details. Kraken Support states: “Receiving a request does not mean you have done anything wrong.”
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Do not infer the reason from a generic banner. Ask the exchange to identify, as far as it can legally disclose, whether the case concerns identity verification, transaction monitoring, account security, a payment reversal, a restricted destination, or an authority-directed action.
Identify exactly what is blocked
The word “freeze” is used loosely. Record what still works before you contact support, then ask for written confirmation. A restriction may be limited to one function or may prevent all movement of funds.
| Account state | What may be unavailable | What to ask |
|---|---|---|
| Trading or deposit pause | Buying, selling, or adding fiat or crypto; withdrawals may still work in some cases | Which services are paused, and can I withdraw to an account in my own name? |
| Withdrawal block | Fiat and/or crypto withdrawals; trading or deposits may remain available | Is this a compliance review, security hold, payment reversal, or another control? |
| Security restriction | Login, trading, withdrawals, or device access while a compromise is investigated | What security steps are required, and how do I confirm the account is safe? |
| Closure with a balance | Normal account services; a separate process may allow remaining funds to be withdrawn | What verification is required and which withdrawal method is permitted? |
| Authority-directed freeze | Potentially all movement of funds | Is a court, law-enforcement, or sanctions requirement involved, and what notice or appeal information can be disclosed? |
Coinbase says some closures leave a route to send remaining cryptocurrency or cash out to a verified bank account, while exceptional freezes may be required by a court or another authority or by sanctions law. Kraken likewise says that after closure, balances may be withdrawn to a previously linked bank account in the customer’s name unless additional verification or legal and compliance restrictions apply; a withdrawal can be held for manual review.
Step 1: Verify that the notice is genuine
- Type the exchange’s known official address into your browser or open the official app yourself. Do not use a link in an unexpected email, direct message, search ad, or text.
- Sign in and look for the restriction or information request in the account interface. Kraken Support says, “A genuine request will always be visible on your account after you log in.”
- Use the support or upload route shown inside the authenticated account. Save the case number and the exact wording of the request.
- Check the sender address and message for inconsistencies, but treat the in-account notice as the decisive verification step.
A legitimate review does not require your password, two-factor authentication code, recovery phrase, remote access to your device, or a transfer of cryptocurrency to a new address. Kraken specifically warns that its information requests do not ask for those items.
Step 2: Read the request and deadline precisely
Open every item in the account’s request center and note its status, due date, accepted file types, and whether a separate upload is required for each question. Kraken’s current workflow lets customers review item status, submit items separately, and replace an item marked as needing an update.
There is no shared industry deadline or standard review duration. Binance describes an account as potentially locked during a request-for-information process until sufficient information is provided. Kraken says outcomes and restrictions depend on the case. Follow the date displayed in your account rather than relying on a forum post or an estimate from another customer.
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If no due date appears, ask support to confirm one in writing. If you cannot meet it, explain why before it expires and request an extension. Keep the original request even after the deadline passes; it establishes what the exchange asked for and when.
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Answer the questions asked, not a broader question you think the exchange might have. Depending on the case, relevant evidence can include:
- A government identity document and a selfie or live check, if requested through the account workflow.
- Proof of residential address, such as a statement or bill that meets the exchange’s date and name requirements.
- Bank statements showing the account that funded deposits or will receive a permitted withdrawal.
- Payroll records, tax documents, business accounts, sale agreements, inheritance records, or other evidence explaining the source of funds.
- Evidence of source of wealth when the exchange asks how your overall wealth was acquired, rather than only where one deposit came from.
- Transaction IDs, invoices, contracts, or a plain-language explanation of a transfer or wallet relationship.
- Confirmation that you control a particular bank account or wallet, when the request specifically asks for it.
The sources provide examples, not a universal checklist. Submit only material that is relevant and permitted by the exchange’s instructions. Redact unrelated account numbers or personal information when the instructions allow it, but do not alter dates, amounts, names, or transaction records. If a document is unavailable, say so and explain what alternative evidence you can provide.
Make the explanation internally consistent
Use the same names, dates, currency, and transaction amounts across your explanation and documents. If funds came from several sources, make a short chronological schedule: incoming amount, date, source, bank or wallet, and the exchange deposit it funded. Explain legitimate gaps, such as a bank account closed after a transfer or a document issued in a former legal name. Do not guess or copy an explanation supplied by another customer.
Step 4: Preserve a complete case file
Create a folder outside the exchange account and save:
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- The restriction notice and every follow-up request.
- The case number, dates, and names or IDs shown for support interactions.
- Copies of every uploaded file in its original form.
- Upload confirmations, screenshots of item status, and error messages.
- Transaction IDs, deposit and withdrawal records, and relevant bank confirmations.
- Every reply from support, including messages that say the case is still under review.
Use a simple timeline with the date, event, amount affected, and next action. If support says a submission is incomplete, ask which item is missing instead of uploading an unrelated bundle of sensitive records. The record is useful if the case is escalated to a formal complaint, regulator, lawyer, or court.
Step 5: Secure the account if compromise is possible
A compliance notice can coexist with a security problem. If you see an unfamiliar login, device, API key, withdrawal address, or transaction:
- Change the exchange password through the official site, using a unique password that is not reused for email.
- Secure the email account first if it may be compromised; change its password and review forwarding rules and active sessions.
- Review account activity, devices, API keys, address books, and two-factor settings. Revoke anything you do not recognize.
- Enable or re-enroll in two-factor authentication through the official account settings.
- Tell the exchange which activity is unfamiliar and preserve the transaction IDs before deleting or resetting anything.
Do not install remote-control software for a supposed support agent. A real employee can work through the authenticated support channel without taking control of your computer.
Can I withdraw while my account is under review?
Sometimes, but there is no universal rule. A temporary funding suspension can block both fiat and cryptocurrency deposits and withdrawals. In another information-request scenario, Kraken says the described unanswered request may pause activity such as trading or deposits while withdrawals are not affected. That statement applies to that specific request, not to every restriction notice.
Ask support three separate questions: whether fiat withdrawals are enabled, whether crypto withdrawals are enabled, and whether a withdrawal to a previously verified bank account in your name is possible. Request the answer in writing and ask whether a manual review, payment-reversal hold, minimum balance, network restriction, or legal order would prevent it.
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Never attempt to bypass a withdrawal block with another person’s exchange account, a different identity, or a chain of intermediary wallets. That can create additional security, policy, tax, or legal issues and may make the original review harder to resolve.
Independent reader supportYour contribution helps us test, update, and keep practical guides available for everyone.How long can a compliance review last?
No reliable common timeline is established. The reviewed exchange materials do not give a shared service-level deadline, and a case can change when new documents, a security event, a payment reversal, or an authority request is identified. The Consumer Financial Protection Bureau’s November 2022 complaint bulletin describes individual complaints in which consumers said accounts remained frozen for weeks or months. Those complaint narratives are not a representative rate or a promise that reviews normally last that long.
If the displayed deadline passes, send a concise status request through the original case. Include the case number, the date you supplied each requested item, the item still marked pending, and the specific function you need clarified. Avoid opening many duplicate tickets, which can split the record; ask the existing case to be escalated or linked to a formal complaint.
When the exchange says the freeze is legal or authority-directed
An exchange may be unable to release funds or explain details when a court, law-enforcement agency, or sanctions rule requires the restriction. Coinbase says it may block or “freeze” customer funds in extremely rare circumstances and will contact affected customers where legally permitted. The exchange may be prohibited from confirming an investigation, naming an authority, or describing the evidence.
Ask what notice, reference number, court, agency, or sanctions program can legally be disclosed. Do not assume ordinary support can override the order. If the amount is substantial, the restriction is causing serious harm, or legal process is mentioned, consult a lawyer licensed in the relevant jurisdiction. The correct regulator, ombudsman, court, limitation period, and complaint form depend on your location and the legal entity named in your account agreement.
How to escalate an unresolved case
- Complete the exchange’s internal support or complaint process and request a formal case reference.
- State the outcome you want: confirmation of the restricted functions, review of a specific document, permission to withdraw to your verified account, or an explanation of the next procedural step.
- Attach the timeline and proof of submission rather than resending every sensitive document unless instructed.
- If the exchange rejects the request, ask whether a second review or appeal is available. Kraken says a customer who believes a closure was mistaken can ask support to escalate for a second review, although closure decisions are generally final.
- For jurisdiction-specific rights, contact the regulator or ombudsman identified for the exchange’s legal entity, or obtain legal advice. Do not assume the authority in your home country supervises every entity that serves you.
Keep communications factual and avoid threatening staff or publicly posting identity documents. Public accusations do not substitute for the exchange’s authenticated process and can expose more personal information.
Recovery scams to avoid
Frozen accounts attract impersonators who promise a fast release for an upfront fee. Treat anyone who contacts you unsolicited as a potential scammer if they ask for:
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- Your password, two-factor code, recovery phrase, private key, or full backup codes.
- Remote access to your phone or computer.
- Cryptocurrency sent to an “unlock,” “verification,” “tax,” or “recovery” address.
- A new account opened in someone else’s name or a transfer routed through another person.
- Payment to a supposed regulator, investigator, or recovery agent who cannot be verified through an official channel.
Use only the contact method shown after signing in. An exchange cannot lawfully or technically guarantee that a private intermediary can release a court-directed freeze, and paying one may cause an additional loss.
Practical checklist
- Verify the notice in the official app or website.
- Write down every blocked function and the case number.
- Record the displayed deadline and accepted document requirements.
- Submit accurate, relevant identity, address, banking, source-of-funds, or transaction evidence.
- Save copies, timestamps, upload confirmations, and support replies.
- Secure email, passwords, devices, API keys, and two-factor authentication if compromise is possible.
- Ask whether withdrawals are allowed and where they may be sent.
- Use the formal complaint and escalation process before seeking outside help.
- Get jurisdiction-specific legal advice when an authority, large balance, or serious harm is involved.
- Ignore anyone requesting credentials, remote access, or crypto to unlock the account.
This is general information, not legal advice. Your rights and remedies depend on the exchange entity, account terms, location, and the legal basis for the restriction.
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