Casey J.
Identity Verification PITA.
I've read a lot of good things about binance. It's a real pity I can't experience them for myself b/c their ID verification system is garbage. I've been waiting for someone over there to 'verify my proof of address' for over 2 weeks. And this was after failing several times to make it through the on-boarding process. First - i tried it on mobile (Pixel 5). The application froze when trying to take a picture of my drivers license. Then I tried it on the web, with my webcam. I got past the drivers license parts, then it took me about 30 minutes to get through the picture of my face part and submit. I checked my account 30 minutes later - and it says it failed with "Liveness detection failed". I have an HD webcam, and great lighting in this room. So frustrating. I submitted a support request and it took them 12 days to respond, and when they did - it was just "we are receiving a high volume of verification tickets, the wait time will take longer than usual. Please bear with us.." I WOULD bear with you (and wouldn't be writing this review) if you had sent an auto-responder to my support ticket, and then followed up with some kind of ETA. But you didn't, you just leave your potential customers wallowing in limbo. Shame.
Response from Binance.USJun 3, 2026
Hi Casey, Thank you for sharing your feedback. We’re sorry to hear about your identity verification, proof of address, and support experience, and we understand how frustrating it can be when onboarding takes longer than expected. Since this review was posted, we’ve made many upgrades to both our customer service and platform experience, including improvements to verification and document submission flows. If you’re open to trying again, we’d welcome you to check out the latest improvements. Regards, Binance.US