Problem EXNESS refuses to refund Lab tokens sent from Bep-20 to its Bep-20 wallet address

[AFO4real]

I mistakenly deposited LAB tokens to my Exness-assigned BEP-20 deposit address. At the time of the transaction, I reasonably believed the transfer would be successfully processed, as the asset and network were compatible with Exness' assigned BEP-20 wallet address. Transaction Hash (TXID): 0xa70b55c38de37bd95bbe28ffb6875a9840506e87425e1a959689ae831a0c6196 The transaction was successfully confirmed on-chain, and the tokens remain in the destination wallet address controlled by Exness. The issue is that LAB is not a supported asset on the platform, so the tokens do not appear in my account balance. I contacted Exness support and requested a manual return of the tokens to my original wallet address. I made it clear that I am not asking for the tokens to be credited to my trading account or enabled for trading. I simply requested that they be sent back to the wallet from which they originated. I also offered to cover any network fees or administrative costs involved. Support informed me that they do not have a mechanism to process such a return and declined my request. Ticket reference: PMT0001401782. During a live chat with Exness support, I was informed that the deposit wallet address was specifically generated and assigned to my account. In the circumstances, I requested the private keys or seed phrase associated with the wallet; however, this request was declined The transaction is fully verifiable on-chain, and the tokens remain at the Exness-controlled address. Since the assets have appreciated significantly in value, the inability to recover them has become a serious concern. I have filed a complaint with the Seychelles Financial Services Authority (FSA) and am considering further escalation through other available dispute-resolution channels. I am posting this here in the hope that an official Exness representative or someone with experience handling similar cases can review the matter and help facilitate a resolution. I remain willing to work cooperatively with Exness to achieve an amicable resolution. I will continue to provide updates as the case progresses.

 

[FxMaster]

I mistakenly deposited LAB tokens to my Exness-assigned BEP-20 deposit address. At the time of the transaction, I reasonably believed the transfer would be successfully processed, as the asset and network were compatible with Exness' assigned BEP-20 wallet address. Transaction Hash (TXID): 0xa70b55c38de37bd95bbe28ffb6875a9840506e87425e1a959689ae831a0c6196 The transaction was successfully confirmed on-chain, and the tokens remain in the destination wallet address controlled by Exness. The issue is that LAB is not a supported asset on the platform, so the tokens do not appear in my account balance. I contacted Exness support and requested a manual return of the tokens to my original wallet address. I made it clear that I am not asking for the tokens to be credited to my trading account or enabled for trading. I simply requested that they be sent back to the wallet from which they originated. I also offered to cover any network fees or administrative costs involved. Support informed me that they do not have a mechanism to process such a return and declined my request. Ticket reference: PMT0001401782. During a live chat with Exness support, I was informed that the deposit wallet address was specifically generated and assigned to my account. In the circumstances, I requested the private keys or seed phrase associated with the wallet; however, this request was declined The transaction is fully verifiable on-chain, and the tokens remain at the Exness-controlled address. Since the assets have appreciated significantly in value, the inability to recover them has become a serious concern. I have filed a complaint with the Seychelles Financial Services Authority (FSA) and am considering further escalation through other available dispute-resolution channels. I am posting this here in the hope that an official Exness representative or someone with experience handling similar cases can review the matter and help facilitate a resolution. I remain willing to work cooperatively with Exness to achieve an amicable resolution. I will continue to provide updates as the case progresses.

@ExnessOfficial, could you look at this issue, please?

 

[AFO4real]

@ExnessOfficial, could you look at this issue, please?

Thanks @FxMaster

 

[ExnessOfficial]

Hello AFO4real,

Thank you for sharing the details of your case. We are here to assist you with this matter.

Our team has carefully reviewed case PMT0001401782. Unfortunately, the token deposited is not supported by our platform. While the deposit was made to a BEP-20 address, we only support correct tokens and blockchains on our platform.

As the deposited token is unsupported, the funds cannot be credited to your account or returned, as our wallet infrastructure does not support processing this asset.

Please be reminded to be careful next time and only deposit with our supported token and blockchain.

You can visit our help centre- https://bit.ly/4v4Kftv

For any help connect with our Support Team through your Personal Area or email at support@exness.com so they can assist you directly.

Thank you

 

[AFO4real]

Hello AFO4real,

Thank you for sharing the details of your case. We are here to assist you with this matter.

Our team has carefully reviewed case PMT0001401782. Unfortunately, the token deposited is not supported by our platform. While the deposit was made to a BEP-20 address, we only support correct tokens and blockchains on our platform.

As the deposited token is unsupported, the funds cannot be credited to your account or returned, as our wallet infrastructure does not support processing this asset.

Please be reminded to be careful next time and only deposit with our supported token and blockchain.

You can visit our help centre- https://bit.ly/4v4Kftv

For any help connect with our Support Team through your Personal Area or email at support@exness.com so they can assist you directly.

Thank you

You're here to assist me with this matter, yet my token can't be returned to me according to you. This is the same response I received from your support prior to this post. The reason I'm here. I would appreciate if my concern is not replied by an automated machine. I want you to refer this issue to your human legal team and superior payment specialist.
I believe there's no cause without a solution. Thus, where there is a will, there's a way. I urge Exness to provide a way to resolve this matter once and for all amicably.

 

[AFO4real]

Hello AFO4real,

Thank you for sharing the details of your case. We are here to assist you with this matter.

Our team has carefully reviewed case PMT0001401782. Unfortunately, the token deposited is not supported by our platform. While the deposit was made to a BEP-20 address, we only support correct tokens and blockchains on our platform.

As the deposited token is unsupported, the funds cannot be credited to your account or returned, as our wallet infrastructure does not support processing this asset.

Please be reminded to be careful next time and only deposit with our supported token and blockchain.

You can visit our help centre- https://bit.ly/4v4Kftv

For any help connect with our Support Team through your Personal Area or email at support@exness.com so they can assist you directly.

Thank you

Subject: Rebuttal regarding transaction recovery on matching BEP-20 Network
Thank you for your response, Exness Representative. However, I must formally reject your claim that these funds are unrecoverable.
I want to clarify the exact technical reality of this transaction for both you and the Forex Peace Army moderation team: It is a Perfect Network Match, as could be seen in the Transaction Hash on BSC scan. This was not a cross-chain error. I did not send these tokens to an incompatible blockchain network. The assets were sent entirely over the BNB Smart Chain (BEP-20) network directly to the designated BEP-20 deposit address provided inside my Exness account dashboard; Exness Controls the Private Keys: Because the destination address belongs directly to your platform, your organization holds absolute ownership of the underlying private keys for that specific wallet on the BEP-20 network. The assets are sitting visibly and securely on the blockchain ledger right now. They are not lost, they are not destroyed, and they have not vanished; Recovery is Structurally Possible: While your automated front-end system may not natively display or trade this specific token, your backend database architecture absolutely has the structural access required to interact with this wallet. Any qualified blockchain engineer on your technical team can easily access this wallet address via a compatible Web3 interface (such as MetaMask or Trust Wallet) using your infrastructure's private keys or seed phrase to manually execute a return transaction.

Other major global brokers and exchanges routinely perform manual recoveries or "bounces" for mis-deposited tokens on matching networks to protect client capital.
I am publicly requesting that you escalate this ticket out of standard customer service and pass it directly to your Senior Blockchain Engineering / Infrastructure Team to sign a manual outgoing transaction, returning these tokens back to my originating sending wallet address.
I look forward to your engineering team's review and a fair resolution to this matter.

 

[ExnessOfficial]

Hello AFO4real

Our support team has reviewed your deposit and found that it was made using an unsupported Token. Unfortunately, we are unable to credit or return these funds, as our wallet does not support this token.

For your reference, the transaction can be viewed on the email our support team sent you.

To avoid this issue in the future, please ensure that deposits are made only with supported tokens and blockchains.

For any additional assistance please connect with our Support Team through your Personal Area or email at support@exness.com so they can assist you directly.

Thank you

 

[AFO4real]

@ExnessOfficial, could you look at this issue, please?

@FxMaster, please intervene here. The broker is claiming a "technical impossibility," but that is factually incorrect. This is entirely an issue of unfair corporate policy.
The transaction facts are clear:

* Network Compatibility: The deposit was sent over the BEP-20 (Binance Smart Chain) network.
* Address Architecture: The destination address provided by Exness is natively compatible with BEP-20.
* Admitted Ownership: Exness support has already explicitly admitted that this destination address was specifically generated and assigned to me for my deposits.
* Private Key Custody: Because they own the master private keys to this assigned address, Exness structurally holds absolute custody of my tokens.

Regarding their claim of "technical impossibility": Any network administrator knows that because Exness holds the private keys, they can easily import them into a standard multi-chain Web3 wallet (like MetaMask or Trust Wallet) to manually transfer my LAB tokens back to my sending wallet.
Since Exness support admitted the destination address was specifically assigned to me, this raises a fundamental question: Why is Exness refusing to give me the keys to access my own assigned wallet, while simultaneously refusing to use the keys themselves to return my property?
Exness is conflating a front-end user interface limitation with actual blockchain access. They possess the keys and the full technical capability to return these funds, but they are choosing not to. This is a policy-driven choice, not a technical barrier.
I am publicly requesting that the Exness Representative escalate this to a senior administrator for a manual asset recovery, or that the FPA Traders Court review this unreasonable withholding of client's digital property.
Thank you.

 

[FPA Forums Team]

, or that the FPA Traders Court review this unreasonable withholding of client's digital property.

Traders Court ended in 2022. You can learn more about that here...

https://www.forexpeacearmy.com/community/threads/what-happened-to-traders-court-cases-and-the-scam-alerts-folder-at-the-fpa.42749/

 

[ExnessOfficial]

@FxMaster, please intervene here. The broker is claiming a "technical impossibility," but that is factually incorrect. This is entirely an issue of unfair corporate policy.
The transaction facts are clear:

* Network Compatibility: The deposit was sent over the BEP-20 (Binance Smart Chain) network.
* Address Architecture: The destination address provided by Exness is natively compatible with BEP-20.
* Admitted Ownership: Exness support has already explicitly admitted that this destination address was specifically generated and assigned to me for my deposits.
* Private Key Custody: Because they own the master private keys to this assigned address, Exness structurally holds absolute custody of my tokens.

Regarding their claim of "technical impossibility": Any network administrator knows that because Exness holds the private keys, they can easily import them into a standard multi-chain Web3 wallet (like MetaMask or Trust Wallet) to manually transfer my LAB tokens back to my sending wallet.
Since Exness support admitted the destination address was specifically assigned to me, this raises a fundamental question: Why is Exness refusing to give me the keys to access my own assigned wallet, while simultaneously refusing to use the keys themselves to return my property?
Exness is conflating a front-end user interface limitation with actual blockchain access. They possess the keys and the full technical capability to return these funds, but they are choosing not to. This is a policy-driven choice, not a technical barrier.
I am publicly requesting that the Exness Representative escalate this to a senior administrator for a manual asset recovery, or that the FPA Traders Court review this unreasonable withholding of client's digital property.
Thank you.

Dear @AFO4real ,

Our Support team has reviewed the deposit and confirmed that it was made using an unsupported token.

Unfortunately, we are unable to credit or return these funds, as the token is not supported by our wallet.

For more details, please refer to the email sent by our Support team, where the transaction information was provided.

Thank you.