You bought crypto through Binance C2C, transferred the money to the seller, but they just will not release the coins. You have sent multiple reminders with no response, and the order is about to time out. If you find yourself in this situation, do not panic — Binance has a complete dispute resolution mechanism to protect your rights.
If you do not have a Binance account, create a Binance account first. For C2C transactions, it is recommended to use the official app downloaded from get the Binance app — the experience is better and more secure.
The Standard C2C Transaction Flow
Here is a quick overview of the normal C2C process, which will help you understand where things can go wrong.
- You select a merchant on the Binance C2C page and place an order
- The system freezes the corresponding amount of crypto from the merchant
- You make payment using the method the merchant provides
- After paying, you tap "I Have Paid" in the app
- The merchant confirms receipt and taps "Release"
- The crypto is released from the frozen state to your account
The problem usually occurs at step 5. You have already paid and marked it as paid, but the merchant simply does not tap "Release."
Possible Reasons the Seller Is Not Releasing
The Merchant Stepped Away
Some individual merchants are not online around the clock and may not have noticed your order. In this case, just wait a bit — they will usually release the crypto as soon as they see it.
The Merchant Has Not Received Your Payment
You may have transferred to the wrong account, or your payment method does not match. For example, the merchant requested a bank transfer but you used a different method that they may not accept. It is also possible that the bank is processing the transfer with a delay and the funds have genuinely not arrived yet on the merchant's end.
The Merchant Is Deliberately Stalling
In rare cases, dishonest merchants intentionally stall, hoping the order will time out and auto-cancel. This is when you need Binance's appeal mechanism to protect yourself.
The Merchant's Account Has Restrictions
If the merchant's account is under risk-control restrictions, they may temporarily be unable to release crypto. In this case, you need to wait for Binance to resolve the merchant's account issue.
What to Do When the Seller Will Not Release
Step 1: Do Not Cancel the Order
This is the most important point. If you have already paid, absolutely do not cancel the order. Once you cancel, the merchant's frozen crypto is released, and you lose the ability to recover your funds through the platform. Even if the merchant asks you to cancel, refuse.
Step 2: Communicate with the Merchant on the Order Page
The Binance C2C order page has a chat function. Politely remind the merchant that you have completed the payment and ask them to confirm the release. Also send your payment screenshot. Sometimes the merchant is simply too busy to notice.
Step 3: File an Appeal
If the merchant has not responded within a reasonable time (usually 15 to 30 minutes), you can tap the "Appeal" button on the order page. Once an appeal is filed, Binance's support team will step in to handle the transaction.
When filing an appeal, provide the following evidence:
- Payment success screenshot (bank transfer record, or other payment confirmation)
- Payment amount and recipient account matching the order requirements
- Payment time within the order's validity period
- Chat records with the merchant, if any
Step 4: Wait for Support to Process
Binance's dispute resolution team will review evidence from both parties. If they confirm you paid as required, the ruling will typically be in your favor and the merchant will be ordered to release the crypto. Processing time is generally a few hours to 24 hours; complex cases may take longer.
Important Notes During the Appeal Process
Provide as Much Evidence as Possible
Uploaded payment screenshots must be clear and complete, including the payment amount, recipient information, transaction time, and transaction reference number. Blurry screenshots may delay the review.
Do Not Settle Off-Platform
Some merchants may privately message you saying things like "Cancel the order first and I will transfer the crypto directly." Any such operation outside the platform's protection carries extreme risk. Insist on resolving everything within the platform.
Stay Online
During the appeal, support may need you to provide additional evidence or answer questions. Stay online as much as possible and respond promptly to speed up the process.
Document Everything
Take screenshots at every step — from placing the order to making the payment to communicating with the merchant. These records can all be useful during an appeal. After you create a Binance account, enable app notifications so you receive support messages promptly.
How to Reduce the Chances of Encountering Problem Merchants
Although the Binance C2C platform is very safe overall, paying attention to a few things when choosing a merchant can minimize trouble.
Choose Verified Merchants
Sellers with the "Verified Merchant" badge have passed Binance's review process and have a stronger reputation. They have high transaction volumes and positive ratings, so issues are relatively rare.
Check Completion Rate and Reviews
Look at the "30-day completion rate" and number of positive reviews on the merchant's page. Be cautious with merchants whose completion rate is below 95%.
Avoid Merchants with Abnormal Pricing
If a merchant's price is significantly lower than the market average, be careful. Normal merchants' prices do not vary much — an unusually low price may be a trap.
Do Not Accept Communication Outside the Order
Some people may contact you through other channels claiming to be a certain merchant and asking you to pay off-platform. Ignore them — complete all operations within the app downloaded from get the Binance app.
Frequently Asked Questions
Am I guaranteed to win an appeal?
As long as you genuinely completed the payment as required and provide sufficient evidence, the success rate is very high. However, if you did not pay correctly (e.g., wrong amount or wrong recipient account), the appeal may not succeed.
How long after filing an appeal will I receive the crypto?
Usually a few hours to 24 hours. During peak periods it may take longer. If you have not received a result after 48 hours, contact support again to follow up.
What if the merchant also files an appeal?
Both parties can submit evidence. Binance support will rule based on the evidence from both sides. Make sure your evidence is complete and clear.
Can I report a C2C scam to the police?
If the amount involved is significant, you certainly can file a police report. At the same time, preserve all transaction records and chat logs from the Binance platform as evidence.
Security Reminders
- After paying, always tap "I Have Paid" — do not rely on the merchant checking on their own
- Never cancel an order after you have already paid
- Do not mention anything about cryptocurrency in the payment remarks
- Only pay to the account information shown on the order page
- Do not transact with the merchant off-platform
- If anything seems abnormal, file an appeal immediately — do not delay
C2C trading is the primary way many users deposit funds into Binance. As long as you follow proper procedures, the vast majority of transactions complete smoothly. If you do encounter a seller who will not release, remember: do not panic, do not cancel the order, and file an appeal promptly — the platform will help you resolve the issue.