MetaMask Step Account Shows $14K Balance That Cannot Be Withdrawn

Approximately five or six years ago, I created an account for the Step app through MetaMask. At that time, I sent 5 BNB to the address provided, but the money seemed to disappear completely, and I believe the link may have been fraudulent. Despite this, I was able to use the remaining funds and points in the account to make some transactions. However, so much time has passed that I no longer remember what transactions I made, which transactions were completed, or where I transferred the funds.

On September 10, 2026, between approximately 11:00 p.m. and 1:30 a.m., I logged back into the account and transferred my Step points to another location. After doing so, a balance of more than $14,227 began appearing in my account. I also took a screenshot showing this balance. However, I cannot withdraw the money because I cannot find a clear withdrawal option or transaction method. At the same time, I am unable to review my transaction history in sufficient detail, making it difficult for me to understand the source of this balance or my previous transactions.

My account is registered to the phone number 0544 *** ** 33 and the email address r***@gmail.com. My main request to MetaMask is that all previous transactions associated with this account, particularly the old transaction in which I sent 5 BNB, be thoroughly investigated. I also request a clear explanation of the current balance of more than $14,227 and my previous losses, and if any funds were wrongfully lost, I request that the full amount be refunded.

I request an urgent investigation of my account and transactions, along with a clear written explanation regarding the missing 5 BNB and the status of the funds currently displayed in my account.