Money transfer, virtual currency, or money service -- Money was not available when promised -- Complaint #17846085
Complaint Overview
Complaint ID: 17846085
Company: Winklevoss Exchange LLC
Product: Money transfer, virtual currency, or money service
Sub-Product: Virtual currency
Issue: Money was not available when promised
State: Massachusetts
ZIP Code: 017XX
Date Received: 2025-10-09T12:00:00-05:00
Date Sent to Company: 2025-11-24T12:00:00-05:00
Company Response: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Tags: Older American
Consumer Narrative
On XX/XX/XXXX, I deposited {$5000.00} via ACH from my bank account. On XX/XX/XXXX, I transferred an additional {$38000.00} from another account, totaling {$43000.00}. I converted this amount into {$41000.00} XXXX and submitted a withdrawal request to transfer the full amount to my approved external wallet. XXXX denied the withdrawal without providing any explanation. I contacted XXXX XXXX and opened ticket # XXXX on XX/XX/XXXX, submitting all requested documentation. Since then, I have received no meaningful response. The platform displayed a vague error message indicating the withdrawal failed and suggested trying a different method. Following that guidance, I converted my XXXX into USDincurring significant trading feesand attempted the withdrawal again. It failed with the same error. I then tried withdrawing using XXXX and XXXX, but all attempts were unsuccessful. On XX/XX/XXXX, I submitted a second support request ( ticket # XXXX ) and uploaded all required documents via the website ( ID # XXXX ). Despite multiple follow-ups, I received no substantive response. On XX/XX/XXXX, I received a generic message stating that my case would be reviewed, but no further action has been taken. Additionally, I called the support number provided in XXXX email ( XXXX ), which only played a recorded message. This contradicts their claim of 24/7 live support. The lack of transparency, repeated withdrawal failures, and absence of timely customer support are unacceptable. I am requesting immediate resolution of this issue, including : Processing my withdrawal to the approved destination Reimbursement of any fees incurred due to failed transactions
Frequently Asked Questions
What is Complaint #17846085 about?
Complaint #17846085 was filed against Winklevoss Exchange LLC regarding Money transfer, virtual currency, or money service specifically about Money was not available when promised. It was received by the CFPB on 2025-10-09T12:00:00-05:00.
How did Winklevoss Exchange LLC respond to this complaint?
The company responded with: "Closed with explanation". The response was timely.
What is the risk level of this complaint?
See the risk assessment section for details on this complaint's risk profile.
How do I file a similar complaint?
You can file a complaint with the CFPB at consumerfinance.gov/complaint. Select the appropriate product category (Money transfer, virtual currency, or money service) and describe your issue in detail.
Can I see other complaints against Winklevoss Exchange LLC?
Yes, visit the Winklevoss Exchange LLC company profile at readthecomplaint.com/company/winklevoss-exchange-llc to see all complaints, risk scores, and analysis.
Disclaimer
This analysis is AI-generated based on publicly available CFPB complaint data. It does not constitute financial or legal advice.