On January 25, 2026, around 2:48 a.m., I opened a futures position on Binance in the SKRUSDT pair for approximately $69. However, when I tried to set take profit and stop loss on this position, the system would not allow it and displayed the following warning: “Order amount exceeds the maximum limit. Please reduce the order amount and place the order again. Alternatively, you can also place an order using TWAP.” I have never encountered this issue before while using the same balances.
After that, when $51 of my $69 balance showed as a loss, my position was fully closed and my entire balance dropped to $0. When I reported this to support, I was told it was a “company rule.” I had a long conversation with customer service, and at the final stage they said we could agree on a reasonable partial settlement. Despite that, I later encountered an unserious, dismissive tone like “you must have misunderstood,” which felt mocking.
I have been harmed both because the system prevented me from setting TP and SL during the trade and because of the contradictory and disrespectful attitude from customer representatives afterward. I am requesting a refund of my $69 balance. I also want this transaction and my conversations with customer service to be reviewed in detail, and I expect a clear, transparent, and solution-focused response. The images I uploaded are evidence supporting my claims, and I also have the full chat record.
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