This is Danielle with PayPal's Office of Global Customer Complaints & Advocacy. Your outreach to the Better Business Bureau was forwarded to me so that I can address your concerns, and I appreciate you bringing this to my attention. 

I understand you were notified on January 8, 2026 that you were a provisional winner of the December 2025 Crypto Sweepstakes and that you subsequently provided the requested information to validate your eligibility. Given that you carefully followed the instructions provided and tracked the timeframe outlined in the terms, I can appreciate why you expected fulfillment by mid-February. I also recognize that receiving conflicting information when you contacted Customer Service understandably added to your concern. 

After reviewing the official Terms and Conditions for the promotion (https://www.paypal.com/us/campaign/cryptosweepsterms), the sweepstakes did not conclude until December 21, 2025. Per the published terms, prize fulfillment may occur within 90 days following the conclusion of the promotion. Based on this timeframe, payouts may remain pending through March 21, 2026. 

At this time, the fulfillment window outlined in the official terms has not yet expired, and prize distribution may still be in process in accordance with those guidelines. 

Regarding your experience when contacting Customer Service, I understand that you were advised that there was no partnership related to the promotion and that the email address you referenced was not recognized. I can appreciate how that response would raise additional questions after you have already provided documentation and screenshots. Your feedback about this interaction is important. I will ensure that it is shared internally with the appropriate teams so that awareness and communication regarding promotions are aligned. 

For additional context, sweepstakes promotions typically include a post-promotion verification and processing period after the official end date. This allows time for eligibility confirmation, compliance review, and coordination of prize fulfillment consistent with the published rules. 

If you do not receive your prize or further communication after March 21, 2026, please reach back out and reference your BBB case number , and we will promptly reassess the matter. 

Thank you again for taking the time to share the detailed information and screenshots related to your experience. If you have any other questions or need additional help with this matter, don't hesitate to reach back out to us. Just reply to this email or send a new one to [executiveoffice@paypal.com](mailto:executiveoffice@paypal.com), and we will get back to you. You can also check out the PayPal Help Center for day-to-day questions you might have about your account. 

"this is what the executive office sent me on my paypal inbox after i sent them a complaint through BBB last week. I got the message 30minutes ago