What to Do When a Crypto Exchange Freezes Your Account
A practical first-response checklist for preserving evidence and communicating with an exchange after an account restriction.
An unexpected account restriction can interrupt access to funds and create pressure to respond quickly. A structured response is usually more effective than sending repeated, inconsistent messages.
Preserve the complete record
Save the restriction notice, ticket numbers, transaction history and every message exchanged with the platform. Record relevant dates and keep original files whenever possible.
Identify the stated reason
Determine whether the platform refers to KYC, source of funds, transaction monitoring, sanctions screening or a security review. The requested evidence should be mapped directly to that stated concern.
Prepare one consistent explanation
Create a timeline showing how the account was funded, why the transactions occurred and which documents support each step. Avoid speculation and never share a seed phrase, private key or account password.
If the restriction remains unresolved, a preliminary case assessment can help identify missing evidence and appropriate escalation options.
Cases Related to This Topic
Illustrative caseFrozen Exchange Account: Evidence Mapping Scenario
- Amount
- €75,000–€150,000
- Issue
- Account restriction after compliance review
- Outcome
- Evidence position clarified
Illustrative caseAML Review: Source of Funds Response Scenario
- Amount
- €250,000–€500,000
- Issue
- Extended source-of-funds review
- Outcome
- Review progressed
Illustrative caseDelayed Withdrawal: Escalation Preparation Scenario
- Amount
- €100,000–€250,000
- Issue
- Restricted withdrawal
- Outcome
- Access restored
Get a Clear View of Your Options
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- Evidence-led first review
- EU/EEA and cross-border support
- No seed phrases or private keys required