On 09/12/2025, while transferring funds from my Trust Wallet to my Binance account, my transaction became stuck on the blockchain network. During this time, a person who introduced himself as a customer support representative contacted me via WhatsApp and told me that in order to resolve the issue, I needed to deposit a security collateral of $16,195. Following this person’s instructions, I sent the requested collateral.
After that, the same person claimed that an additional insurance fee was required for the transaction to be completed. He said that this insurance amount would be deposited into their account and then returned to me, and for this reason he asked for my IBAN information. After I shared my IBAN details, I was no longer able to reach this person at all. At this point, I have suffered a total loss of approximately $81,000, including both the funds stuck on the network and the collateral I was asked to send.
I am unable to reach any official Trust Wallet representative, cannot receive proper support, and cannot find anyone responsible to address this situation. All of my WhatsApp conversations are still available, and I have full records of the communications that took place.
I request that Trust Wallet and the related platforms thoroughly investigate this incident, identify the funds that became stuck on the network as well as all amounts that were unfairly taken from me during this process, and refund them to me in full. I also ask that a detailed security review of my account be conducted and that I be clearly informed in writing about the results.
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