What to Do If Your Binance.US Account Gets Hacked

When your crypto is stolen from a Binance.US account, the way you respond in the first hours and days can shape your ability to recover funds or bring a legal claim.

Binance.US has a formal process that every user must follow before filing an arbitration claim. Skipping these steps can seriously delay or even block your case.

This guide explains what to do next and how our firm helps clients navigate recovery, law enforcement, and arbitration.

1. Secure Your Accounts Immediately

If you still have access to your account, act fast:

• Change your email and passwords right away.
• Switch or reset your 2FA to an authenticator app (avoid SMS).
• Take screenshots of balances, withdrawals, login history, IP/device activity, TXIDs, and security settings.
• If your phone was SIM-swapped, call your carrier immediately to lock the account and get activity logs.

Why it matters: you’re building the factual record you’ll later use with Binance.US, law enforcement, and in arbitration.

2. File a Support Ticket with Binance.US

Open a Customer Support ticket. Include TXIDs, timestamps, suspicious IPs/devices, and request log preservation (auth logs, device IDs, IPs, API events).

Binance.US explains that the Support route is the first leg of the complaints path:

“If you have a complaint with BAM, you may, but are not required to, first open a ticket with Customer Support and work with Customer Support to resolve your issue.” Terms of Use

Save the ticket number—you’ll need it for the complaint stage.

3. File Law-Enforcement Reports

When crypto is stolen, Binance.US will not provide account or transaction records directly to victims — even if it involves your own account. Their Law Enforcement Guide makes clear that such information is only available to U.S. law enforcement and government agencies through formal legal process.

That’s why filing with the right agencies immediately is critical.

• File an online report with the FBI Internet Crime Complaint Center (IC3).
• File a Local Police Report.
• Provide Law Enforcement With Binance.US Guidance. Binance.US publishes a Law Enforcement Guide that explains exactly how police or federal agencies should request records.

Why this matters: Binance.US publishes a Law Enforcement Guide describing how U.S. agencies can request records; they respond to valid legal process from law enforcement—not to private requests. Share this link with your detective or agent.

4. File a Formal Complaint with Binance.US

If Support doesn’t resolve the issue, the next required step is to email resolutions@binance.us.

Your complaint must include:

• Your Support ticket number.
• A clear description of the problem.
• How you’d like Binance.US to resolve it.
• Any relevant documentation or evidence.

“Once you have already done so, and Customer Support has been unable to resolve your issue, please email your complaint to resolutions@binance.us […] provide your Customer Support ticket number, state the cause of your complaint, how you would like us to resolve the complaint […] Without a Customer Support ticket, we will not be able to respond meaningfully to your complaint email.”

Binance.US states:

“Within thirty business days […] the Complaint Officer may: (1) offer to resolve your complaint in the way you have requested; (2) reject your complaint and set out the reasons for the rejection; or (3) offer to resolve your complaint with an alternative proposal or solution.”

Important: Without a Support ticket, Binance.US will not process your complaint.

This step creates an official record with their Complaint Officer, which is a required stage before arbitration.

5. Send a Notice of Dispute (Pre-Arbitration Requirement)

Once you’ve filed a formal complaint and either received a denial or no resolution, the next step required by Binance.US’s Terms of Use is to send a formal “Notice of Dispute.”

This step is not optional — it is a contractual prerequisite to arbitration. If you don’t send this notice correctly, Binance.US can move to dismiss or delay your arbitration claim.

What to Include in the Notice of Dispute

Your email should include:

1. Your full account details (name, phone, username, email).
2. A short and clear summary of the issue, including key dates, TXIDs, ticket and complaint numbers.
3. How you want Binance.US to resolve the claim (e.g., reimbursement, data disclosure, cooperation with law enforcement).
4. Your lawyer’s contact information, if you have one.

Send your Notice to: legal@binance.us

This formal notice isn’t just a formality — it protects your ability to bring a legal claim.

• It triggers the 60-day “Informal Resolution Period” during which Binance.US must investigate the claim and can propose settlement.
• The statute of limitations is tolled (paused) during this period, preserving your legal rights.
• Under the arbitration clause, you cannot file for arbitration until this period ends. If you do, Binance.US can ask the arbitration forum or a court to stop the proceeding.
• Your Notice establishes a paper trail showing that you followed the Terms — something arbitrators often look for.

“Once a complete Notice of Dispute has been received, the recipient has 60 days to investigate the claims. If either side requests a settlement conference during this period, then you and us must cooperate to schedule that meeting by phone or videoconference. […] An arbitration cannot be filed until the Informal Resolution Period has ended.”

6. Move to Arbitration if Binance.US Doesn’t Resolve Your Claim

If your case is not resolved during the 60-day informal resolution period, the only legal path available under Binance.US’s Terms of Use is binding arbitration through the American Arbitration Association (AAA) under the Consumer Arbitration Rules. Arbitration is mandatory for customer disputes, and class actions are not allowed, which means each claim must be pursued individually.

Key Points About the Arbitration Process:

• Mandatory under the Terms of Use: Arbitration is required before any legal claim can proceed.
• Individual claims only: Class actions are waived, so each case is handled separately.
• Virtual proceedings: All hearings are held remotely.
• Streamlined for smaller claims: If the claim is under $25,000, the case may be decided on written submissions only, without a live hearing.

Arbitration is a formal legal process, and Binance.US will have experienced defense counsel. A knowledgeable attorney can ensure your claim is filed correctly, backed by strong evidence, and positioned to maximize your recovery.

7. Understand Exchange Liability

Binance.US, like most major crypto exchanges, disclaims responsibility for losses caused by hacks, phishing, or account takeovers. Unlike banks or traditional brokerages, crypto exchanges are not insured by the FDIC or SIPC — meaning there’s no government protection or automatic reimbursement if your funds are stolen or the platform fails.

This is why following Binance.US’s formal complaint and dispute process is essential. It preserves your legal rights and creates a clear record if the exchange failed to act reasonably or ignored security red flags. While recovery isn’t guaranteed, well-documented claims supported by law enforcement can significantly increase your leverage in negotiations or arbitration.

Contact Us

If your cryptocurrency was stolen from Binance.US due to an account takeover, SIM swap, or any other unauthorized breach, don’t wait to act.

With over six years of experience and a record of handling more than 100 consumer arbitration cases, our firm has pursued claims against major cryptocurrency exchanges as well as leading phone carriers such as Verizon, T-Mobile, and AT&T.

Our attorneys are experienced in navigating proceedings before AAA, JAMS, and NAM, and understand the procedural and strategic nuances that can make or break a case. We also represent victims whose assets were stolen not only from regulated exchanges but also from self-custody wallets like MetaMask and other decentralized platforms.

Time is critical in crypto theft cases. Swift, strategic legal action can make the difference between recovery and permanent loss.

Reach out to us today to discuss your case and legal options: (212) 457-9797 | info@dilendorf.com.

Attorney Advertising. Prior results do not guarantee a similar outcome. This information is provided for educational purposes and is not legal advice.