Crypto.com Deleted User Account With Funds, Gave No Reason For Weeks

What Happened

The crypto exchange you trust with your hard-earned money can suddenly delete your account and freeze all the funds without any warning. That’s what happened to a user on Crypto.com last week. Alarmingly, its customer support initially denied that the user account even existed. On August 13, the user “Bradley Peak” received a reassuring email with the subject line: “Crypto.com Exchange – Successful Login.” His credentials had been accepted. Similar to what anyone would receive when trying to access their account.

So, basically, Crypto.com was showing that the user doesn’t have an account. Yet his money was locked inside.

Note: It has been 8-days since the incident, and Crypto.com are yet to resolve the issue. After BeInCrypto’s probe, the exchange did ask the user for an external wallet address to send his funds. However, that hasn’t happened yet, at the time of writing. Peak is a journalist at BeInCrypto. He took no part in reporting or writing this article. BeInCrypto independently reviewed the screenshots and correspondence he supplied, then gave Crypto.com a detailed right of reply.

Market Context

A Successful Login to Nowhere

Peak says he had used the Crypto.com Exchange account normally for several years. He sent funds to the same established deposit setup he had used before. Access disappeared afterwards.

Why It Matters

While the email claimed a successful login, he couldn’t actually access the exchange. Peak was pushed back toward Crypto.com’s main app or its UK login flow. When he inspected the browser traffic, he said a request to an Exchange endpoint returned “401 Unauthorized.”

Customer support was a bigger problem. Crypto.com could not give Peak a consistent description of his account.

“Crypto.com follows strict regulatory protocols and as such we do not comment on individual customer accounts. As a registered MLR firm, we are required to comply with applicable legal and regulatory obligations, including the monitoring and review of customer activity. We may place restrictions on accounts while such reviews are ongoing. Crypto.com Customer Support will continue to engage with the user in question as appropriate.”

The statement identifies a reason why the exchange may restrict an account during review. It does not confirm that Peak’s account is under such a review or state whether it currently exists.

The FCA says the wider authorization regime is expected to begin in October 2027 and MLR registration does not guarantee authorization under it.

Details

There was no suspension email. The login page showed no account-status warning and didn’t request any documents.

In one chat, a support specialist told him, “After checking, I can see that your exchange account is rejected.” The agent did not define “rejected” or say when that status had been applied. The case was escalated, followed by a familiar line: “I can’t give you an exact timeframe.”

“Rejected” Became “There Is No Account”

A different support agent gave a weirder answer. After asking Peak for the email address he used to log in, the specialist replied: “Apologies, but there’s no Exchange account under that specific email.”

Peak responded with Crypto.com Exchange messages tied to that address, including successful login notifications and an earlier email stating that he already had an Exchange account. The screenshots reviewed by BeInCrypto show no explanation for the contradiction.

The exchanges then settled into a loop. Support said the case was “still in progress,” that another team had it, and that no timeframe was available.

Peak asked for updates across two chats for weeks. His funds remained inaccessible.

Crypto.com Answered With a Vague Compliance Statement

BeInCrypto sent Crypto.com 12 questions. They covered the account’s status, the meaning of “rejected,” the location of the funds, and the steps required to withdraw them.

Crypto.com asked for extra time and then issued a very vague on-record statement:

The company gave no status for the funds and no route or deadline for release.

Crypto.com’s reference to its regulatory status also needs context. Foris DAX UK is registered by the Financial Conduct Authority for certain cryptoasset activities. The current registration sits under the UK’s money-laundering rules.

An FCA notice naming Foris DAX UK also says customers do not have access to the Financial Ombudsman Service or Financial Services Compensation Scheme for these services.

Cases involving inaccessible exchange accounts therefore raise a practical custody issue.