How would you rate Freewallet?
Top Positive Review
“Freewallet blocked payments and not accepting KYC documents”
SvitlanaD.
9/16/23
About 900 usd is blocked on my account.Technical support does not respond in the chat, nor does it respond to letters from my email.Tech support only responded to the support.freewallet.org form.I are required to pass the KYC procedure.I had to get an international ID. This document was quickly reviewed.After that they asked for a photo of themselves in front of the image "Attention".The form for "Additional documents needed" in the web version does not work, there is no form at all.There is an Application for Android form, it's empty, it only has the "Submit" button. Is the bug made on purpose?I sent a photo of myself in front of the image "Attention", a week has already passed. But the International ID was checked in 1 day.My issue has not been resolved since September 5,12 days have passed already.Technical support replies: "We've already sent you a reply in another chat. Please do not create multiple support tickets for the same issue! It doesn't speed up the process, on the contrary: it takes us even more time to sort out all your tickets."I am worried, it seems that they are trying to deceive me.There is a war in my country. I don't have a job. Freewallet is also trying to steal my money.UPD: My account was verified and unlocked on September 19th.
See positive reviews
Top Critical Review
“Freewallet scam! $15,300 is blocked on my account”
ВячеславМ.
10/17/23
$15,300 is blocked on my accountTechnical support arranged a long verification procedure, they asked to confirm the origin of the money, send a passport, a selfie and a bunch of other documents - they provided everything. The account is still blocked and they do not allow me to withdraw money.The last thing I heard from technical support: "We've already sent you a reply in another chat.Please do not create multiple support tickets for the same issue! It doesn't speed up the process, on the contrary: it takes us even more time to sort out all your tickets.I was left without work, these are all my last savings...My ticket 477027
See critical reviews
Reviews (112)
December 21st, 2023
I decided to try a new cryptocurrency wallet and went through KYC verification as usual. However, I soon started receiving suspicious emails and calls demanding additional data from me. As it turned out, my personal information had been compromised through the KYC process. Someone was using this information to access my wallet and steal funds. Instead of security, KYC became a source of serious problems for me. Be careful and check how your data is handled after KYC.
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- Thank you
Helpful (0)
LaurenG. – Freewallet Rep
Hello, by providing the requested information, our users identify themselves as the rightful owners of their funds and secure their future transactions. All information is treated as confidential.
If you have a real user experience with our app, please share your User ID or ticket number.
October 17th, 2023
$15,300 is blocked on my account
Technical support arranged a long verification procedure, they asked to confirm the origin of the money, send a passport, a selfie and a bunch of other documents - they provided everything. The account is still blocked and they do not allow me to withdraw money.
The last thing I heard from technical support: "We've already sent you a reply in another chat.
Please do not create multiple support tickets for the same issue! It doesn't speed up the process, on the contrary: it takes us even more time to sort out all your tickets.
I was left without work, these are all my last savings...
My ticket *******
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LaurenG. – Freewallet Rep
Hello, sorry that the verification procedure caused this kind of inconvenience to you.
Our Security department will check the provided details and get back to you with an update soon. Thanks for your cooperation and patience!
June 12th, 2023
It's not a scam, my account has been unblocked and is operational.
They were very reactive with me
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I opened an account with them and tested small amounts in sending and receiving, it worked very well. As soon as I wanted to send a large amount, they blocked my account for verification and did not give a clear deadline.
I made video captures of the account in case everything disappears.
I will update this comment regularly.
Tip for consumers:
Wait for me to get back to you before registering on the site, it looks good but there's a risk of scamming. i'll keep you posted.
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LaurenG. – Freewallet Rep
Hello, unfortunately, people quickly proclaim any service a scam when something goes differently than expected.
As we can see, the verification procedure has been initiated for your account, which is why your transactions have been temporarily suspended for security purposes. Throughout the procedure, your funds remain untouched in complete safety on the account.
The provided details are currently being reviewed by our Security Department. Please be assured that our specialists will notify you via email once there is news.
UPD: Hi there! The verification procedure has been successfully completed, and your account is fully operational now. Please check and let us know if we can be of assistance with anything else. Feel free to update your review, thanks!
October 16th, 2023
• Updated review
Started verification September 28th and we are still going on. Waiting for some new updates from support team.
I hope that official representative can provide some additional help to push the process or at least to explain here what is the issue with 2 transactions that were done using officila licensed exchanger in JANUARY 2023.
UPDATE - Few weeks for the verification? Is this a joke? Do you have this info on your website that the verification can last up to 1 month?
* Freewallet attempted to help this customer through the Sitejabber Resolution Center, but the customer did not respond
LaurenG. – Freewallet Rep
Hello, the time duration varies from case to case. Some might take a couple of days to finish the procedure, and some might take a few weeks. The processing time can sometimes be extended, and additional information may be needed. Please await the update via email.
UPD: Hello, we are deeply sorry that the procedure takes longer than expected. Our specialists will contact you as soon as there is news.
UPD: Hi there! Checking your support ticket, we can see that the verification procedure has been successfully completed.
“Slow verification or scam?”
October 12th, 2023
• Previous review
Support ID - *******
Used FreeWallet for almost 2 years for accumulating payments for ads i am selling. Got stuck trying to withdraw my funds with no explanations from support team.
Provided everything they asked about in terms of verification, provided all explanations in terms of 2 transactions that they have asked about that were made a year ago! Gave them contact details of the owner of the wallet from where the funds were sent to my wallet and still nothing! I even agreed with the owner that in case if FreeWallet will contact him he will comfirm that he did send me the money.
Almost 4k USD is frozen and support can't give any information when they will release my funds.
I did a great mistake that i haven't seacrhed for any info regarding FreeWallet before using it, there is a lot of information that this service is a scam.
I will update this review in case if my account will be released, otherwise consider FreeWallet to be a SCAM service.
UPDATE - You can see the support ticket ID on the attached image.
UPDATE - Just like expected they just asked for some new information which is not possible to get. Now the support team asked for internal transactions IDs in the online exchanger. Come on guys this is terrible. I gave you the email of the exchanger owner, i agreed that they will provide you with the data if you contact them directly, but again we are going in circles.
UPDATE - Provided info to FreeWallet support even despites the fact that it is illegal to provide info regarging thirs parties. And again no information! Lauren here is not responding as well.
Update Oct 18th 2023 - Lauren, your team ignores my messages? What is the status of my case?
UPDATE Oct 23 2023 - Still nothing. All emails are being ignored funds are blocked. Nothing.
UPDATE Oct 24 2023 - They have requested information regarding 200 transactions on my wallet. For each transaction they want me to provide a a screenshot and i video for the senders wallet and all 250 transactions were sent from diddferent buyers who bouth the ads on my website.
FreeWallet is a SCAM indeed and now i see why. Lauren is ignoring my messages as well. I will use all my resources to put as much reviews about my issue as possible.
November 18th, 2023
Freewallet is scamming customers. Its administration blocks assets and then doesn't allow to pass KYC. You may check how they do, just tape "Freewallet scam" in Google. Please, never use this wallet because later it won't be possible to withdraw any funds.
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LaurenG. – Freewallet Rep
Hello Bryan,
Could you please update your review with your ticket number so we can look into the details?
As for the verification procedure, some of our users pass the verification procedure to prevent hacking attempts and require complying with international laws, including those that combat money laundering and other illegal financial activities. We would like to assure you that your funds are completely safe in your account. Once you finish the procedure, your account will be fully operational. Looking forward to your update!
UPD: Hi, we haven't heard back from you yet. Can we still help?
November 13th, 2023
• Updated review
Freewallet has been a nightmare for my finances. Upon using their wallet, I was bombarded with incessant requests for personal information. While I understand the importance of security, their methods are highly dubious. After submitting my documents for KYC, they arbitrarily froze my account without any warning. My support inquiries went unanswered for weeks, and when I finally got in touch, the responses were generic and lacked clarity. Attempting to withdraw funds resulted in unpredictable delays and undisclosed fees, not mentioned during the account setup. Freewallet clearly conceals hidden charges and obstructs users from accessing their funds. I strongly advise against using Freewallet for anyone valuing transparency and honest customer relations. This service appears geared towards deception and depriving users of their funds. Exercise caution before opting for their services!
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LaurenG. – Freewallet Rep
Hello,
We would like to stress that the safety of customers' funds is our top priority. Therefore, some of our users pass the verification procedure to prevent hacking attempts and require complying with international laws, including those that combat money laundering and other illegal financial activities. By providing the requested information, users identify themselves as the rightful owners of the funds and secure future transactions. Throughout the verification procedure, users' funds remain untouched in complete safety on their accounts.
Unfortunately, we can't locate an account or support request associated with your name in our system. Could you please update your review with your support ticket number? We'll be happy to look into all the details.
UPD: Hi there! We are still waiting for your ticket number.
“Freewallet- they play on people's trust.”
October 26th, 2023
• Previous review
I decided to try Freewallet. At first everything was fine, I was completely sure that the wallet is good. In the AppStore I was convinced that it is reliable after reading positive reviews. After what happened to me I doubt the validity of these reviews, I am convinced that they are bought because after I tried to withdraw my funds I was written that my wallet is frozen. I have contacted support many times, but I have not received a single answer. My balance simply burned, well, or passed into the hands of owners-fraudsters! I tried to contact the police, but the Freewallet administration justified the situation by saying that they seized my assets because of suspicions in their purity. I don't know how to react to complete inaction. I just want to warn people never to use Freewallet wallets if you don't want to get into a similar situation!
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November 8th, 2023
Id checks are slow but if you follow all instructions, youll get your account unlocked.
Not a scam i got all my cryptos.
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LaurenG. – Freewallet Rep
Dear customer, checking your support ticket, we are glad to see that the verification procedure has been completed. If our team can be of assistance with anything else, please let our specialists know via email.
UPD: Thanks a lot for updating your review and the app rating!
September 5th, 2023
I have had my wallet for 3 years never a issue with thousands of dollars deposited now with a 250 deposit they all of a sudden need identity verification when my email and account info has not changed now they want me jumping thru hoops like a circus clown worst wallet ever there are so many wallets this is one to avoid at all costs
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LaurenG. – Freewallet Rep
Hello, please update your review with your support ticket number. We'll be happy to look into the details and get back to you with an update. Looking forward to hearing back from you!
UPD: Hi, we haven't heard back from you yet. Can we still be of assistance? Your ticket number would be very helpful.
September 16th, 2023
About 900 usd is blocked on my account.
Technical support does not respond in the chat, nor does it respond to letters from my email.
Tech support only responded to the support.freewallet.org form.
I are required to pass the KYC procedure.
I had to get an international ID. This document was quickly reviewed.
After that they asked for a photo of themselves in front of the image "Attention".
The form for "Additional documents needed" in the web version does not work, there is no form at all.
There is an Application for Android form, it's empty, it only has the "Submit" button. Is the bug made on purpose?
I sent a photo of myself in front of the image "Attention", a week has already passed. But the International ID was checked in 1 day.
My issue has not been resolved since September 5,12 days have passed already.
Technical support replies: "We've already sent you a reply in another chat. Please do not create multiple support tickets for the same issue! It doesn't speed up the process, on the contrary: it takes us even more time to sort out all your tickets."
I am worried, it seems that they are trying to deceive me.
There is a war in my country. I don't have a job. Freewallet is also trying to steal my money.
UPD: My account was verified and unlocked on September 19th.
LaurenG. – Freewallet Rep
Hello Svitlana,
Unfortunately, we couldn't locate an account or support ticket associated with your name. Could you please update your review with the ticket number? We'll look into the details and get back to you with an update.
UPD: Hi there; thanks a lot for your update! Glad to see that your issue has been resolved.
October 8th, 2023
My account withdrawal was suspended due to security found there was suspicious activity. During the verification process, Freewallet team are very supportive until my account was set free. But in terms of security details they are very very straight.
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November 24th, 2023
As many others have said, they'll freeze your account & ask you to take impossible photos to get it verified. They want you to hold up your account on a device & print out a copy of their image while taking a selfie of yourself. Steer clear, I just got burned by these scammers.
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LaurenG. – Freewallet Rep
Hello George, we would like to stress that the safety of customers’ funds is our top priority. Freewallet strives to provide a safe and secure environment for high-level cryptocurrency management. Therefore, to prevent hacking attempts and require complying with international laws, including those that combat money laundering and other illegal financial activities, some of our users pass the verification procedure. Throughout the verification procedure, users’ funds remain on their accounts untouched in complete safety. Could you please update your review with your support ticket number? We’ll be happy to look into all the details.
September 8th, 2023
I just joined this app and I'm having concerns already. I'm expecting a pay in to my btc wallet and and it's been way more than 7 hours but my btc is not showing up as I write this review. Checking the block chain, the transaction has gotten over 20 confirmations by btc is not coming to wallet. I need help here. I'm not sure I'll recommend to anyone.
Tip for consumers:
I just want to see my money come in to my wallet
LaurenG. – Freewallet Rep
Hi, please submit a support ticket (https://bit.ly/2rgGdRw) and provide us with additional information about your transaction, such as its hash or TX ID (as text). Thanks, looking forward to hearing from you!
UPD: Hi there! Have you tried to reach out to our support team? Please share your ticket number so we can look into it.
September 12th, 2023
I sent crypto to them in my wallet. And they wont allow me to access my account.
I tried to save my email address to the account and it did not work.
Now I have no access to my crypto.
They keep asking for things to get me back into my crypto.
I send what they ask and then they ask for more.
This process keeps going on and on. They always ask for more hoping I will give up.
Stay away from this company.
LaurenG. – Freewallet Rep
Hello Dave,
Checking your support ticket, we can see that our specialists are still waiting for the requested details. Please note that all the requested details are crucial for the case resolution. We recommend you get back to the support ticket and follow our reps' instructions.
UPD: Hi there! Our specialists are still waiting for your reply.
December 31st, 2023
This company app needs to brought down by the apple store.Avoid falling for the Freewallet scam! The purpose of this platform is to steal your coins! Any tickets are disregarded by support, and the money are kept frozen until the victim forgets about them! I was in this istuation few weeks ago I started exploring avenues to-re-trieve-my-funds, though my hope was minimal. Luckily, my brother introduced me to a company experienced in these situations.A-P-E-X-A-I-D O-R-G,They expertly managed the process of getting my-mo.ney-back, and to my amazement, I re-covered-every-single cent
July 17th, 2023
Transaction failed!
Support hasn't responded to me for more than 24 hours!
I miss 960 $ in coins!
I have already tried to contact you via email and chat!
Ticket ID is:
******* and *******
I need my money very urgently!
Please contact me immediately!
LaurenG. – Freewallet Rep
Hi Michael, please submit a support ticket (https://bit.ly/2rgGdRw) and provide us with additional information about your transaction, such as its hash or TX ID (as text). Thanks, looking forward to hearing from you!
UPD: Hello, the refund has been successfully completed. Please check your balance and let us know if we can help with anything else.
November 11th, 2023
En lisant les review je viens de comprendre que je ne récuperais pas mon argent.
Mon compte a été bloqué et depuis on me demande de verifier mon identitée ce que j'ai fait.
Sans resultat on me demande toujours la même chose.
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LaurenG. – Freewallet Rep
Dear customer, please check your inbox and reply to our last email with the requested details so our Security Department can proceed with your case. Thanks in advance for your cooperation!
UPD: Hi there! Our team is still waiting for the requested details.
September 18th, 2023
The account is not allowing me to make withdraws. When I put in an issue ticket they never respond back.
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LaurenG. – Freewallet Rep
Hello John, the safety of customers' funds is our top priority. Therefore, some of our users pass the verification procedure to prevent hacking attempts and require complying with international laws, including those that combat money laundering and other illegal financial activities. Throughout the verification procedure, users' funds remain untouched in complete safety on their accounts.
Please reply to our last email with the requested details so our specialists can proceed with your case. Thanks in advance for your cooperation!
UPD: Hi there! Checking your ticket, we can see that your issue has been resolved. If we can be of assistance with anything else, please let us know.
August 24th, 2023
Do not contact them, you will only lose your funds. What a pity that before throwing money there I did not read reviews about them
LaurenG. – Freewallet Rep
Hello, your review doesn't look like real feedback. It does not provide details allowing us to locate your account or support request and assist you. If you had a chance to use our app, we would be happy to hear about your real user experience.
UPD: Hi! We haven't heard back from you yet. Please share your ticket number or User ID so we can look into the details.
August 31st, 2023
• Updated review
UPDATE: I am approaching a week now with no response from freewallet after doing everything they have asked of me for the past 2 weeks. Even though the big red message at the top of my freewallet account reads...
"According to our policy, we can no longer provide you with our services. Please withdraw your funds"
Freewallet has kept me from accessing and withdrawing my funds.
Although the amount of ethereum im trying to withdraw is irrelevant, to me it is valued at a lot of money to me.
I seem to get a response here on sitejabber from an freewallet agent named LAUREN G. Each time I post an update but that has seemed to be worthless!
I will continue to update you all that may be following.
LaurenG. – Freewallet Rep
Hello, checking your support ticket, we can see that our specialists are still waiting for the requested details. Please note that all the requested information is crucial for the case resolution. Please get back to the support ticket and follow our reps' instructions. Thanks in advance for your cooperation!
UPD: Hi there! As we can see, the verification has been successfully completed. Please check and let our team know if they can help with anything else.
“CANT withdraw funds, although instructed to by freewallet.org”
August 28th, 2023
• Previous review
This is an update regarding my ethereum withdrawal issue.
Thankfully, I have been receiving responses from a freewallet rep (Phillip) each weekday day for the past week; they ask me for different things in an attempt to verify I am the owner of the wallet. My specific issue is that I never "self-funded" the wallet and their initial requests to attempt to verify me are for me to show them proof of me depositing funds which I cant do because my wallet was set up to be able to receive funds from my mining machines. After explaining this to them they asked that I show them proof of funds coming from my mining account which is now impossible because ethereum is no longer mine-able do to the now proof of stake and therefore mining accounts no longer exist. I will update again in a few days with hopefully some progress.
“CANT withdraw funds, although instructed to by freewallet.org”
August 14th, 2023
• Previous review
Upon logging in today I noticed a message at top of my account that read the following...
"important account update; according to our policy we can no longer provide you with service. Please withdraw your funds"
I attempted to send funds out to my coinbase wallet and each time the transaction failed with a message in the details that read the following...
"transaction failed because your acount is suspended"
In trying to find out WHY my account was suspended, I checked the service limitations page (https://freewallet.org/limitations) which read the following...
Freewallet does not provide Services to the citizens and residents of the United States of America and United Kingdom. If you are a citizen or a resident of the country listed above, you are not allowed to use our Service. If you become at any time a citizen or a resident of the country listed above, you are obliged to immediately cease usage of the Services, inform the Wallet about the new citizenship or residency, and follow the instructions.
I have had my freewallet.org account since 2017 and have always added to the account and never sent anything from it. I understand if something has changed and Freewallet.org no longer can or wants to do business in the United States but telling me to withdraw funds but then not let me do it is a bit frustrating.
Anyone that can advise with helpful information on how to resolve this would be greatly appreciated.
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UPDATE 8/16/23
I thankfully received a reply here on this forum from a freewallet rep. I will report back with the outcome as things as they progress.
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UPDATE 8/22/23
I sent the freewallet rep (Lauren G. – Freewallet Rep) a direct message with account login as she requested back on 8/16/23 and have yet to get another response. I will report back with the outcome as things as they progress.
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UPDATE 8/28/23
I have started using the separate "review update" option starting today for all future updates moving forward.
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December 18th, 2023
They blocked my funds and demand KYC as my security to protect my funds (against me)... Scam $#*!coiners. Retarted support. Dumb $#*! support Mike who can read And understand the text.
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LaurenG. – Freewallet Rep
Hello, please update your review with your ticket number so we can look into its details. Looking forward to your update!
May 1st, 2023
I was in a rush and needed a wallet so I googled free wallet. Well guess what, Google returned FreeWallet.org. I deposited about $387 and needed to send it out quick, but I chose the normal speed which costs $32. It would have been $22 if I waited a couple of hours and I don't care to know how much it would have cost to send quickly. Bitcoin is a ripoff anyway with transaction fees. So a $400 initial deposit became $350 in a matter of minutes because everyone now specializes in doing nothing for a profit.
Tip for consumers:
If the company wants to reimburse me, I will update my review.
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LaurenG. – Freewallet Rep
Hello Mark, there are 4 fee options for sending Bitcoin in Freewallet. You can choose whether to pay a bit more for your BTC coins to be delivered quickly or send coins with a lower fee and have them delivered later. Please also note that with the rising demand for crypto, the fees are adjusted to ensure your transaction gets processed instantly due to the higher volume of transactions. If you need our assistance, please submit a request here: https://bit.ly/2rgGdRw.
January 21st, 2022
I lost all my money.
I only deposited once and never sent anything. All my money was stolen as one day my account went to $0. I have spent years talking to freewallet and sending them the txhash, pictures with their Attention sign, signatures and ID's etc...
Every time I think I have got it straightened out it starts over with them wanting more of the same information.
They say my money is safe, it is safe in there account and that is where it will stay.
Tip for consumers:
That the whole thing is based offshore in a small country.
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LaurenG. – Freewallet Rep
Hello Michael,
Please note that all requested information are required for further processing your case. Please get back to the support ticket. Looking forward to hearing back from you!
UPD: Glad to see that your account is fully operational now. If we can be of assistance with anything else, please let us know. Feel free to update your review, thanks!
March 5th, 2023
Verified purchase
They removed secondary confirmation without notifying the change!
My account got hacked and transferred to another internal account in freewallet system!
I lost over $3600 worth of assets
All i got my account locked even after a dozen documents send to them
Find better one!
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LaurenG. – Freewallet Rep
Hello Amin,
Unfortunately, there are not enough details to identify your account or support request. Would you please update your review with your User ID or ticket number so we can look into the detils? Thanks in advance.
December 24th, 2022
Freewallet is an easy-to-use, well-secured wallet. What pleased me most was the fact that Freewallet can store coins in cold storage, which is something you would not expect from such a wallet. It's really great when such a handy wallet is also sufficiently secure. For all the time I've used it, I haven't had any complaints about the security of the wallet, and the reason for this is understandable.
It's a decent wallet that's easy to use, very secure, and always on the client's side when it comes to dealing with a problem.
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July 26th, 2023
Worst site ever accidentally put wrong email now I'm a full day in trying to fix it with no help from This company customer service sucks
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LaurenG. – Freewallet Rep
Hi there! Could you please update your review with the ticket number? We'll be happy to look into the details and get back to you with an update. Looking forward to hearing back from you!
UPD: Hello, we haven't heard back from you yet. Can we still help? Your ticket number would be very helpful.
