![]() Since the SEC charges became public, Binance trading volumes have fallen by 32%. In May, Ontario’s Securities Commission launched an investigation into whether Binance was circumventing the province's securities law, prompting Binance to withdraw from Canada two days later and then file an application seeking to revoke the investigation. In April, Australian authorities canceled the financial services license of Binance's Australian subsidiary, leading to it being dropped by its payments provider. Binance, which claims to have no headquarters, has already withdrawn from or been banned in at least 10 countries. While Zhao’s crypto empire has so far survived the implosion of its largest competitor FTX and the contagion that brought down crypto lenders Celsius and Genesis, it is now facing existential threats. Neither Chen nor the company responded to a request for comment on this story. In a statement released on June 5, Binance said it was “disappointed” by the SEC complaint and that the company will "vigorously defend against any allegations" that user assets on Binance.US were put at risk. (Binance responded to Warren’s letter by stating that the company “supports the United States' effort to look holistically at regulations" and "takes the issue of compliance very seriously.") The exchange is also reportedly facing a Department of Justice investigation over claims that Binance or its executives ran afoul of Russian sanctions and anti-money laundering laws, and Senator Elizabeth Warren has called for the DOJ to open an investigation into claims the company lied to Congress. Such transactions are now at the center of Binance’s regulatory woes, with sprawling inquiries by the SEC and Commodity Futures Trading Commission. “ is the gateway of the Binance treasury.” She also played a crucial role overseeing multiple entities that Zhao used to fund his lavish lifestyle, including purchases of a $55 million jet and an $11 million yacht, according to the SEC. While paying herself at least $32 million since 2019, according to court filings, Chen has had sign off on some of Binance’s most questionable and consequential business transactions, overseeing trades to allegedly artificially pump up the volumes of trading on the platform to drum up customer and investor interest-a key focus of the SEC’s fraud allegations. “She is the gateway of the Binance treasury.”Ĭourt records, land deeds and corporate filings from China, Malta, Singapore, Switzerland and Turkey reviewed by Forbes, and four former Binance employees and an external consultant who have known or worked with Chen, paint a portrait of an elusive crypto leader who has followed Zhao around the world. Want to be part of our ever-expanding team? Click here to look for Binance job openings in customer support.“Heina is the person CZ trusts,” said a former Binance executive who worked alongside Chen and Zhao. We plan to open more opportunities for customer support in Southeast Asia and Europe, and we’re looking for more agents with other language skills to meet the needs of our users. We won’t stop at just eight languages for customer support. ![]() Our Portuguese customer support service operates from 8 AM to 8 PM, Rio de Janeiro time, while our Russian customer support service is open from 9 AM to 9 PM, Moscow time. With our current capabilities, we’re able to field customer support requests in Chinese, English, Spanish, Turkish, Korean, and Vietnamese during the entire day. We have dedicated agents for complaints, security issues, and financial derivatives such as margin trading, futures, and options. On average, we handle over 1,000 tickets and 3,000 online chat sessions per day. Right now, we have more than 150 customer service agents coming from over 20 different countries, working at four different sites across the globe. ![]() We have grown and invested in our customer support team since our launch. We launched Russian customer support in July 2019, followed by Spanish in August, Turkish and Korean in December, and Portuguese just last month. We want to provide better customer service in the languages that many of our customers use. In April 2019, having secured the operational requirements to speak live to the world, we launched 24/7 customer support in English. We initially launched this in Chinese, to test the operational capabilities of this feature. How Binance Customer Support Grew into a Worldwide Operationīinance introduced live 24/7 customer support in December 2018. ![]() We want to assist you in making the most of your Binance experience, and we intend to do it in the language that you speak. This update brings up the number of languages we can speak to you with to eight, with more to come in the future. Good news: We have recently launched 24/7 live customer support in Vietnamese. ![]()
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