Binance is not just about trading, but also about safeguarding.

Written by: Deep Tide TechFlow

In the world of cryptocurrency, every transfer can become an adventure.

"I encountered a major issue that kept me awake all night… The transfer was confirmed on-chain, but the assets didn't arrive. At that moment, I really thought the money was completely lost." Yuan recalls an experience from over a month ago, still feeling uneasy. However, fortunately, in his most desperate moment, Binance's customer service team became his "lifeline."

In another city, GoKu learned in a casual chat that the 5WBUSD he lost years ago due to an operational error could also be recovered. "I had asked some friends who are security professionals, and they said it was unlikely to be recovered. But later I found out that my situation could be addressed through Binance's special 'Anti-Black Hole Program,'" GoKu said excitedly.

These snippets make up the real cases we are about to unfold: some are seeking help in panic, some are trying to rectify mistakes, and some are reminded of risks they haven't yet noticed. When discovering asset anomalies late at night, or feeling helpless after a wrong transfer, what users need most is not just technical support, but a trustworthy guardian.

Next, let’s look at how Binance has become the strongest backing for users in times of crisis through the real experiences of several users.

1. Unexpected Recovery

Looking back on that night in 2020, Celine still feels a shiver.

"It was when DeFi was just emerging," Celine said. "I staked my BTC into WBTC and then transferred the WBTC to Binance, but because it was cross-chain, I filled in the wrong address. When I opened my Binance account, I found nothing."

"In that moment, I was completely stunned." Even though five years have passed, Celine still feels scared when she recalls it.

At first, Celine held onto a glimmer of hope. "I thought the transfer just needed time, so I anxiously waited for half an hour after transferring, checking my account every couple of minutes. But half an hour passed, and still nothing. At that moment, I finally admitted that I had lost the coins."

She transferred 5 WBTC, which is equivalent to $600,000 now—a significant amount. After confirming the loss, she anxiously asked many friends in the circle, but most responses were "it's unrecoverable." Until one friend reminded her, "Maybe you can try contacting Binance."

"At first, I didn't have much hope because losing coins is too common in the crypto world—wrong addresses, thefts, wrong chains—most people just accept it, and it was my own mistake," Celine said. It wasn't until two months later that she met a regular employee of Binance by chance.

After adding each other on WeChat, Celine described her coin loss process in detail. After verifying her identity, he began to help Celine resolve the issue without much small talk.

Surprisingly, within a week, Binance successfully helped Celine recover her lost coins and returned them through the original route.

"This really surprised me. I thought I would have to wait a long time or be told it couldn't be recovered," Celine said excitedly.

When she learned that the lost coins had finally been found, Celine expressed not only surprise and happiness but also gratitude towards Binance and the Binance employee. "I had never met him before, and this wasn't part of his job, but he still extended a helping hand as soon as he learned of my difficulties, finding my lost coins among so many transactions, and afterwards, he didn't even take credit for it or ask for material rewards. I truly have 100% gratitude for him."

During the interview, Celine mentioned more than once how fortunate she was that the coins were mistakenly sent to Binance. If they had been sent to a wallet address or another exchange, they would definitely not have been recoverable. Throughout the process of finding the coins, she felt that the Binance team was genuinely working hard to help customers solve problems without any delays.

"I am just an ordinary user, and they still take my requests seriously and care about them. Moreover, it's truly remarkable that Binance can handle various issues from a large user base with a limited team," Celine said.

2. New Life in Despair

On January 25, 2021, Zihao remembers this date clearly because a mistake on this day brought him endless entanglement and anxiety.

That year was still a continuation of DeFi Summer, with assets frequently moving between various wallets for DeFi farming. That day, while organizing assets in his Ontology wallet, Zihao intended to send psUSD (sUSD on Ontology) to another wallet, but mistakenly copied the deposit address for Binance's ONT (since both addresses were in the history records), and just like that, 250,000 U was sent to Binance.

"The moment I was supposed to be easily organizing my wallet, my mood instantly sank, so I immediately contacted Binance customer service to open a ticket," Zihao said. However, due to technical issues at the time, non-supported assets could not be automatically credited, and he was anxious, hoping for feedback from Binance customer service. Later began a long period of back-and-forth, during which he contacted customer service several times, and the answer was always NO. "By the end of February, I was really anxious, so I asked a senior for help. She kindly inquired with the tech team, but it was still shelved due to technical difficulties," Zihao said.

After that, Zihao submitted tickets roughly every six months, hoping that Binance's technical iterations would provide a solution.

"Until April of this year, I submitted a ticket again with a try-it-out mindset, and this time it really worked! Binance's technology had iterated to the point where it could solve my problem! After submitting the ticket, it progressed smoothly, and after about 60 days, I really got it back! I was so happy that day! I immediately messaged the senior to say thank you, and she said, 'Really? That's great!'"

Zihao excitedly said, "At that moment, it felt like finding a son lost for four years. I was almost in despair, but unexpectedly, he was found suddenly!"

3. The Warmth of the "BNB Anti-Black Hole Program"

Hunter, a veteran in the crypto space, operates a quantitative trading studio. One day five years ago, due to a bug in the program he wrote, he accidentally sent money to a null address, losing BNB worth $60,000.

"At first, I was very regretful and self-blaming. Later, I kept comforting myself, thinking of it as a loss of earnings to avoid disaster," Hunter said.

Fortunately, more than two months later, Hunter met Binance co-founder He Yi at an event in Dubai. From her, he learned about the "BNB Anti-Black Hole Program," which could help users recover lost coins. "At that moment, I rekindled hope," Hunter said happily.

The "BNB Anti-Black Hole Program" was born in 2020. At that time, a BNB holder accidentally transferred 867 BNB (worth about $20,000 at the time) to an unused smart contract address, resulting in asset loss, and similar incidents had occurred more than once in the crypto asset field.

Against this backdrop, Binance launched the "Anti-Black Hole Program." Binance believes that while the crypto world advocates "code is law," "law" is merciless but people have feelings, and turning a blind eye contradicts our value of "putting users first." Binance not only wants to respect the spirit of "law" but also to make finance fairer and freer.

The logic of the "BNB Anti-Black Hole Program" is that although it is impossible to recover the BNB and "anchored" tokens sent to the wrong address by interfering with the smart contract, the loss is a fact, but BNB has a "burn" plan, and Binance will compensate from the current quarter's BNB burn quota.

According to the "BNB Anti-Black Hole Program," Binance also adjusted the BNB burn mechanism. Starting from the third quarter of 2020, the actual number of BNB tokens burned each quarter = the originally planned number of BNB tokens to be burned - the number of BNB returned to users who suffered losses under the "BNB Anti-Black Hole Program."

After verifying Hunter's identity address and other conditions that meet the "BNB Anti-Black Hole Program," the Binance team began the asset recovery process.

"The whole process was very smooth, and all issues were resolved in less than a month," Hunter said. "What impressed me was that the Binance team was not only professional but also warm. During this month, they didn't just leave me waiting; they actively updated me on the progress and often comforted me, telling me not to worry, that the problem would be resolved soon."

"I have also used services from other exchanges, but compared to them, I feel that Binance truly puts user interests first and can genuinely help users solve problems, and the service quality and experience are really commendable," Hunter added.

4. The Precious 1.3 Bitcoins

Monk first encountered Bitcoin in 2016 and voted for it with real money, spending $200,000 to buy 10 Bitcoins, which was a significant investment at the time.

However, over the following years, he did not manage it well, with assets scattered across various wallets and exchanges. It wasn't until 2020, when a friend told him that Bitcoin had risen to $30,000 each, that he thought about consolidating his scattered assets.

The process was arduous and difficult because, after the passage of time, he no longer remembered which apps he had stored the coins in. Worse still, many wallets and exchanges had closed or ceased operations, meaning the coins stored there could never be recovered.

After a not-so-smooth search, Monk finally found that 1.3 Bitcoins had been transferred to Binance, and before that, he had even prepared himself for the possibility of not being able to recover them.

"Fortunately, the coins were transferred to Binance; if they had been on another exchange, I definitely wouldn't have found them," Monk said.

After confirming the coins were on Binance, Monk immediately contacted the Binance customer service team. After understanding the situation, Binance customer service promptly submitted Monk's request to the technical team for processing. After more than ten days, the Binance team finally helped Monk recover that precious 1.3 Bitcoins.

"I was just trying my luck, after all, a long time had passed, but I didn't expect the Binance team to immediately start helping me solve the problem, and they handled it quickly. They didn't think the amount was too small and waste their time and effort," Monk expressed gratefully.

In the interview, Monk repeatedly expressed his gratitude to the Binance team and did not hide his heartfelt feelings: "Although I met Binance co-founder He Yi a long time ago, I didn't realize the value of Bitcoin like she did. If I had reached such an understanding earlier, I might have properly kept those ten Bitcoins and wouldn't have only recovered 1.3 now. I probably won't sell the remaining 1.3; I hope to keep it as a memento and a reminder for myself."

5. Responsibility in the Xitan Incident

"After 845 days, I received my secondary compensation for Xitan, 22.97 ETH," tweeted KOL Leo (pseudonym) under the name "San Francisco is not Paris," indicating the latest progress of the Xitan incident.

The last batch of over ten secondary users also received compensation. Thus, after the hard work of the Binance Xitan incident handling team, the compensation work for the first and second levels, which lasted two years, has finally achieved a phased result.

Leo could not hide his joy and gratitude. Over the past year, his life has been tough: a loss of 15 million, and even after mortgaging his house, he still owed 1.36 million. He once thought he was unlucky, missing one opportunity after another to turn things around. But on the day he received the compensation, he felt incredibly fortunate.

Recalling the events, Leo still remembers vividly.

More than two years ago, there was a popular educational project on the BSC chain called Xirtam. The project first raised funds through a primary ICO and later launched on DEXs like Sushi, quickly attracting attention across the internet.

The Xirtam token went live on DEX around midnight on May 2, 2023. At that time, influenced by market sentiment, Leo immediately bought the token on the secondary market.

However, after buying, the token's price plummeted. Along with the price drop, there were voices in various Telegram groups claiming that the project team had run away. But Leo thought this must be a market manipulation, so he kept buying ETH to average down, accumulating about 30 ETH.

After exhausting all his chips, Leo went to sleep with high hopes.

But the next day, the plot did not twist. The project team indeed ran away, and the token price went to zero.

“At that moment, I was stunned, I fell silent, I was at a loss, and I sank into deep despair, thinking it was 100% over,” Leo said.

But there is always a way out, and a miracle happened.

The miracle did not occur with the price being pulled back, but because the Xirtam project team transferred all the ETH obtained from the primary fundraising and secondary dumping to Binance. As a result, some affected users contacted Binance.

After understanding the ins and outs of the situation, Binance immediately froze all ETH belonging to the Xirtam project team. Then, Binance formed a special incident investigation team to investigate the entire process and assembled a dedicated Xirtam compensation team to start compensating the affected users.

“In fact, this matter was beyond Binance's responsibilities; they could have ignored it. Or they could have just nominally said they would handle it but required a judicial ruling for users to get compensation after obtaining a judicial judgment,” Leo said. “But there was no delay or demands. After the investigation, Binance, under pressure from threats of lawsuits from the project team, resolutely decided to freeze the ETH that had been transferred to Binance by the project team after their fraudulent escape and to proceed with compensation one by one.”

In the end, Leo transferred the 22.97 ETH compensation to Binance and did not plan to sell or withdraw it. He wrote in a post: “Thank you, fate, thank you, Binance, for giving me this opportunity to turn things around. Although heaven always plays tricks on me, and fate always torments me time and again, heaven always gives me a glimmer of hope at the moments of despair in my life. This hope is given to me by Binance instead of heaven, and I will cherish it, cherish my last capital for turning things around.”

6. From Response to Protection, Building User Trust

1. Special Team

Within Binance's vast customer service system, there is a little-known yet crucial special team. This elite group, composed of more than a dozen professionals, is tasked with a seemingly ordinary yet profoundly significant mission: to handle difficult issues related to users' digital asset deposits that have not been credited. Their work encompasses the entire process from in-depth analysis of technical reasons to meticulous verification of user information, making them the "guardians of assets" in the blockchain world.

The achievements of this team are remarkable. According to Binance's official blog, from 2022 to 2023, through their relentless efforts, they successfully assisted users in recovering and restoring digital tokens worth over $4.35 billion. In 2023 alone, this team handled over 170,000 cases of deposits not credited, with more than 40,000 cases involving "wrong coin" transfers. One of the most common situations in these cases is that users deposited coins that were not listed on Binance.

This seemingly simple recovery work actually requires extremely complex cross-departmental collaboration. The team must closely cooperate with multiple core departments, including wallet technology, fund clearing, and security risk control, to form an efficient linkage mechanism. As the business continues to develop, Binance's technical support capabilities have also been continuously enhanced, now able to directly support the recovery of assets from 41 blockchain networks that Binance has launched, with another 41 unlaunched EVM networks available for asset recovery under specific conditions.

Team members have candidly stated that the actual process of asset recovery is far more complex and challenging than the outside world imagines. Each case requires a significant investment of technical development resources, professional manpower, and valuable time costs. More importantly, not all operational errors can be successfully corrected; in some cases, technical limitations make recovery impossible. When setting the service fee standards for recovery, Binance has been striving to find a delicate balance: fully protecting users' interests to avoid deterring them with high fees while also setting reasonable costs to educate and warn users, preventing them from developing a dependency mindset and mistakenly believing that erroneous transfers are risk-free and without cost.

Notably, this team does not execute policies mechanically but incorporates human considerations. They flexibly handle each user's specific situation. For example, when encountering users sensitive to fees or when the transfer amount is relatively small and the user is not in a hurry to recover the assets, the team kindly suggests that users wait and see if Binance will support the relevant blockchain networks in the future. Such suggestions help users save on current recovery fees while providing an alternative solution.

Despite facing extremely complex technical challenges and requiring tremendous effort and dedication, team members remain passionate and proud of their work. Each successful recovery of user assets brings them a deep sense of accomplishment and professional value. As team members have said, "In our view, every asset, regardless of its amount, may carry significant meaning for the user; it could be a family's living expenses, a startup's initial capital, or an investor's years of savings."

The most wonderful emotion in the world is the relief after a false alarm. It is through the professional and meticulous work of this special team that users who originally thought their assets were permanently lost are brought unexpected surprises and hope. Their existence not only reflects Binance's high regard for the security of user assets but also showcases Binance's continuous progress and humanized development in user service.

2. Fully Protecting User Assets

At Binance, all members have always adhered to a "user first" culture, which is the cornerstone of everything Binance does. Influenced by this culture and philosophy, Binance not only helps users recover misplaced and lost digital assets but also freezes and recovers ill-gotten gains flowing into the Binance platform.

According to official data, as of August 31, 2025, Binance's security team has successfully recovered or frozen over $38 million in user funds stolen by external organizations, with a total of about $88 million recovered in 2024 from stolen or lost funds.

Although Binance is committed to promoting the integrity of the ecosystem by protecting user security and recovering funds, this behavior has faced considerable criticism. Critics argue that it contradicts the fundamental principles and core spirit of blockchain. While Binance is customer-centric, helping them recover assets and working to mitigate the negative impacts of security vulnerabilities, this goes against the rules of the underlying code.

However, Binance believes that code does not represent everything. When code fails and user assets are harmed, as an industry leader, it should step up to ensure code security.

Therefore, despite ongoing criticism, Binance continues to uphold the principle of "user first," not only helping to protect and recover lost assets for individual users but also being one of the first to actively cooperate with global law enforcement agencies to combat cryptocurrency-related crimes.

In addition, Binance has initiated the establishment of the Crypto Asset Security Alliance (CSA) and built a CryptoSafe Platform. This platform features an incident reporting and response system based on decentralized architecture, as well as a deep defense mechanism for security detection in a decentralized data-sharing environment, which can better detect fraudulent activities while maintaining the privacy and confidentiality of platform data.

As Binance founder Changpeng Zhao (CZ) once said, "Ensuring the safety of funds is the consensus of the entire crypto asset community and its participants." Binance has consistently adhered to this consensus over the years, taking on the responsibilities of an industry leader and collaborating with various parties to safeguard user asset security.

7. Safety is the Starting Point of Service

From the urgent recovery of user assets to the patient companionship in service details, Binance has always adhered to three core service principles: safety first, timely response, and thoughtful service. Whether it is laying out critical technical capabilities or expressing warm user care, the platform strives to be a "crypto guardian" that users can rely on at every important moment.

As user Oyster said, "Some say Binance's achievements today are just due to good luck… But from my 20 years of experience in internet product development, Binance's product experience is genuinely good… The boss understands products and technology and truly cares about users."

Trust is no longer just a slogan; it is the companionship in moments of crisis, the platform's immediate tracking after an asset is mistakenly transferred, the dedicated customer service always online during user anxiety, and the risk control system silently intercepting every potential threat.

Binance co-founder He Yi once told employees, "Even when the smallest issue arises, employees should do their utmost to reassure users."

Here, Binance is not just about trading; it is about safeguarding.

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