Dear Mr. CZ and Mr. Richard Teng,

I want to begin by saying that I have no general complaint against Binance as a trading platform. My experience with the platform itself has been good. It is a convenient, peaceful environment for trading, and I appreciate the development Binance has brought to the crypto industry.

But my personal case is different.

For several months, I have been trying to get someone in leadership to understand my situation. According to my records, I have had approximately 53 customer-service communications. I have explained my history, shared my figures, contacted different representatives and followed the support process repeatedly.

Yet I still have no meaningful result and no clear answer from someone with the authority to consider my request.

I have been a Binance customer since April 12, 2021. I opened my account with just 30.86 USDT. Over the years, I completed approximately 29,401 trades. I have reviewed my records and calculated that my net trading fees were around $4,464.51, while my realised market loss was around $2,960.11.

I am not asking Binance to reimburse my trading losses. I accept that my trading decisions were my responsibility. I am asking for a one-time goodwill consideration of the fees I paid, based on my long customer history and personal circumstances.

My frustration is no longer only about the amount. It is about spending months trying to reach a human decision-maker and not knowing whether my case has ever genuinely reached senior leadership.

I do not expect the CEO or CZ to personally handle every customer complaint. But I do believe a long-standing customer should have a fair opportunity to have an exceptional case reviewed by someone who has the authority to make a decision.

Please help me get one clear outcome:

Either have my request reviewed by an authorised senior person, or give me a direct and final explanation that Binance will not consider it.

I respect Binance and the people working there. I am not trying to damage the company. I simply want my case to be heard rather than remaining another support conversation without an outcome.

After 53 communications, I hope someone in leadership will take a moment to understand why I am still asking.

Thank you for reading.

Abdul Salam