Complaint About Crypto.com Rejecting My Payment

I am writing to complain about the completely unjustified blocking of a payment via the Crypto.com app on 19.01.2026 in Germany. I wanted to use my own funds for trading via an external wallet, but the payment was declined without any comprehensible reason. Initially, I planned to use 5,000 €, but even a reduced amount of 500 € was rejected. In the app, no recipient name or any other transaction description was displayed, which makes the situation even more opaque for me. In the in-app chat, customer service was unable to give me any reason why my payment was blocked and only referred to internal checks in general terms to internal checks. From the terms and conditions, I cannot see which rule I am supposed to have violated. I have nothing to do with money laundering or any other illegal activities, and I find this approach arbitrary and disrespectful, especially as it concerns my personal money, which I would like to use freely within the legal framework. In addition, I was charged 39.69 € in trading fees for this blocked transaction, although no service was actually rendered due to the rejection of the payment. So far, no further financial damage has occurred, but the restriction on the use of my own funds and the lack of transparency are unacceptable to me. I therefore request that my payment be approved or that I receive a clear and comprehensible written explanation as to why it was rejected, and that the charged fees of 39.69 € be fully refunded. I also expect that such unjustified blocks will be avoided in the future, so that I can use my own money in the Crypto.com app without arbitrary restrictions as long as I comply with all legal requirements.