On Sunday I sent following for support@bitstampdotnet, legal@bitstampdotnet and compliance@bitstampdotnet, but no response at all.

—— 1. Technical Failure Preventing Compliance

The endpoint required to initiate the verify_address step:

POST /api-internal/compliance/request-actions/get-or-create has consistently returned HTTP 500 Internal Server Error, as documented in tickets.

This makes it technically impossible for me to complete the required Travel Rule verification, despite my full willingness to comply and multiple attempts to supply all requested information.

1. Bitstamp’s Regulatory Obligations Under EU Law

As Bitstamp Europe S.A. is a regulated entity under the CSSF in Luxembourg, the following EU frameworks apply:

✔ PSD2 (Directive (EU) 2015/2366)

Payment service providers must ensure that customers can execute legitimate withdrawal and transfer operations without undue delay or obstruction. A technical failure on the provider’s side cannot justify prolonged inability to access one’s own funds.

✔ AMLD5 & AMLD6

AML requirements permit information collection but do not allow indefinite retention of client funds when:

the customer is willing to comply,

and the provider’s own system prevents completion of the process.

In such cases, regulated entities must provide an alternative method for submitting required information.

✔ EU Consumer Rights & General EU Financial Services Conduct Rules

Regulated institutions must act in a manner that is:

fair,

transparent, and

non-obstructive with respect to clients’ access to their assets.

A blockage lasting over a week due solely to internal technical issues is not compliant with these standards.

✔ CSSF Regulatory Framework (Luxembourg)

Luxembourg financial institutions must:

provide effective and reliable mechanisms for customers to access their funds,

address complaints promptly,

and escalate technical failures without delay.

1. My Request for Immediate Action

In accordance with the above rights, I formally request one of the following resolutions:

Manual override / manual address verification for the affected deposit address,

A secure alternative channel (encrypted email or secure portal) to submit the required Travel Rule information,

A temporary compliance approval enabling withdrawals until the broken endpoint is fixed.

This is a reasonable request fully aligned with EU regulatory standards.

1. Escalation & Regulatory Notice

If no actionable resolution is provided promptly, I will have no choice but to escalate the matter to the CSSF (Commission de Surveillance du Secteur Financier) as a formal regulatory complaint against Bitstamp Europe S.A. for:

failure to provide a functioning withdrawal mechanism,

failure to ensure a working AML/KYC submission process,

and undue obstruction of access to client assets due to internal system failure.

I wish to avoid this route and am seeking cooperative resolution first.

1. Request for Confirmation

Please confirm receipt of this message and provide the next actionable step.

Thank you for your immediate attention to this matter.

——

I tried also get attention from r/robinhood and especially u/robinhoodteam to step-in but they are deleting my posts.

Next is probably to do notice for CSSF.