Trustee Plus 

I've been very patient with this "trustworthy" company but my patience is running out.

I've transferred my personal earnings from Payoneer to my account on Trustee Plus on May 16th.

Later on, I was asked to provide the additional information about origin of funds including my contract.

Everything was sent to the chats and requested emails.

I sent the invoices, bank transfer confirmations and my work contract to them.

I've been advised that the verification process takes up to 14 days.

Almost 3 weeks already passed and I get the same reply every single day: " Your transfers have been temporarily suspended for additional verification, which will be carried out in the near future. We understand that this may be a concern, but we assure you that there is no reason to be alarmed. Once the audit is complete, the funds will be returned to your account. We are doing our best to complete the process as quickly as possible. Thank you for your understanding and patience. If you have any further questions, our support team is always available."

I now understand that this company is very shady and I should have never used them.

23 MAY 2025
I have issued a plastic card with them and it's been a month since the payment, still the card was not even sent. No decent explanations from the Service.
Does not seem to be reliable financial tool.

ID: hdlsln3q2w

UPD #1 – 29 May 2025
Despite commenting back the same day, the Service made no changes throughout the entire week. The card was still not sent out.
The rating may be revised if any action is taken to address the reason behind this 1-star feedback.

UPD #2 - 10 June 2025
Absolutely nothing changed, no card, nothing. Only nonsence replies from the support.
I have placed request for refund of the card issue fee.

UPD #3 - 11 June 2025
Plastic card fee returned next day after request.
This was quick and really cool after 2 months of real brainwash and struggle. Thank you!
I am changing 1 star to 3 stars.
I will now use a virtual card and make then another final update after 1-2 months of use.

The idea of ​​this service is great for crypto asset holders. But the implementation is just terrible! My user experience brought nothing but disappointment and wasted nerves in disputes with the support that I am not an ass.

You will not be able to pay for simple things with the Trustee card, such as a regular purchase in an online store or gas for a car. A "surprise" awaits you everywhere! The transaction has been canceled, contact your payment system. And the payment system, in the form of support, lies to your face, says everything is fine with us, there are no restrictions. At the same time, I, as a user, remain a fool!

I thought I was the only one, until I went to Trustpilot and read identical reviews.

The application itself is slow, often shows the wrong amount of funds in the account, but then loads the data and shows it correctly.

The referral system works incomprehensibly. I still have not received funds for my referrals and the service support service, as always, says that they are "sorting out" this issue. Although if you entered the market with a product, I shouldn't contact support for every action in the system!

Instant payments between verified Trustee users sometimes come in 2-3 hours (!!!), while the support again lies and writes that your payment was verified. Then why do you write that they are instant?

And I haven't encountered transaction blocking yet, and as they write here, this often happens on this service.

I definitely do not recommend using it! Look for other crypto banking options, since this is not a ready-made product for mass use. At best, you will waste your nerves, at worst, you will lose your funds.

Trustee is hands down the worst option you can have as your main payment solution. I’ve lost count of how many times I would’ve been stuck without essentials like groceries or medication if I didn’t have a backup banking service.

Here’s a typical scenario: you're at the supermarket, the line is moving slowly until it’s finally your turn. You try to pay. “Not enough funds,” says the terminal. You try again. Same error. You try five times, with people behind you getting visibly frustrated. You know you have more than enough money, but Trustee just won’t process the payment. Then, on the sixth attempt—miraculously, it works. Hooray?

And no, this wasn’t a one-off. The same thing happened at least ten times in different offline stores. Online payments aren’t much better, especially with European gateways. Payments just get declined, over and over. Trustee blames the payment gateways, but strangely, every other card I switch to after a Trustee failure works perfectly.

Then there’s the IBAN transfer “feature.” You send money to book a holiday cabin. Ten days go by, nothing but a status that says “In process.” You reach out to support. They assure you everything’s fine and to just wait. Meanwhile, someone else books the cabin because you “didn’t pay.” Only then does support respond: “Sorry, your payment was declined.” Great. You then wait another five days for a refund that doesn’t come. Just more vague promises: “Please wait while we resolve this.”

In short: use Trustee at your own risk. Never rely on it as your only financial tool. With Trustee, you might end up hungry, cold, and without a roof over your head.

Thanks.

My registration was arbitrarily rejected due to "customer risk policies", my guess is because I’m resident of an EU country (Italy) where crypto is well regulated, so Trustee wants to avoid any legal threat to their shady policies. Moreover, their customer service is made up of bots providing dummy inconclusive answers: frustrating.

Maybe it’s good that my registration was unsuccessful, since now I’m reading a lot of feedbacks related to scamming behaviours.

[UPDATE@14/05/2025] Upon requests of Trustee team here's the annonymous id: m3pqdmxpdt
[UPDATE@19/05/2025] After the negative feedback the issue was solved and the customer support accepted that there was a technical issue on their side and not a "customer risk that cannot be disclosed" as the cause that prevented the verification -> Rating changed from 1 to 3.

Scammers they steal ur Money and kidding on Support with everytime same stupid answers over 2 Weeks my first money is freezed is hust lost don't use this shit scammer App the just take ur Money all good reviews i think are just fake

Say that take 0.5% commission, in fact take more than 2.5% and support tell that it's ok.

Add after trustee answer:
You are totally lie - market exchange rate was 0.888 - but your exchange rate was 0.87 it's 2 % different. I have all screenshots.
And you support refuse to recalculate it. Support told that you have your own ( not market) exchange rate.
Next time your exchange rate will be with 10% difference?

Scammers
I used this app a while and card too
But when i deposit big amount and they not allowed withdraw my funds
they scammers
Id : zk8mnnl4x6

it's a scam, they'll let you do a few transactions and as soon as you deposit a bigger amount, they'll block it. Be careful, these are Ukrainian scammers, you can't get them, they're hiding there.

Scammers. Blocked incoming payment. Support service answers once an hour and not always. The argument that suspicious wallet outgoing payment, checked three services everywhere green. With this approach the service will not last long. Realizing that people need money, and the term from 3 to 7 days can cause catastrophic damage to your client.
The most interesting thing is that my wallet was switched, and now I have a different one in my account.

I sent a deposit from Binance, and these idiots just froze the funds without explanation. Support does not respond within a few days. They are SCAMMERS, not a professional company! Avoid this app if you don't want to lose your money!

I used Trustee Plus and it has been a complete nightmare. Their website clearly says SEPA transfers take 1–3 business days. It’s now been 5 business days, and the money still hasn’t arrived! When I contacted their support, they casually told me it could take up to 14 business days. That’s outrageous — no legitimate SEPA transfer takes that long.

When I asked what the issue was, they said they didn’t know. I asked to cancel the transfer, and they said they couldn’t. So my money is just stuck, and no one can explain why.

This is nothing short of fraud. They take your money, then feed you generic excuses. I strongly recommend avoiding Trustee Plus. Don’t risk your funds with these scammers!
64257247542117 And 64268153685057
Id of my transaction

Today is already the sixth business day and the eighth calendar day since I submitted my documents for verification. According to the company’s own statements, the verification period should expire tomorrow, yet I have not received any interim updates.
When I spoke to a support representative yesterday, I was told that since I submitted an additional document (the backside of my passport) on 24.04, the verification period is counted from that date, not from 22.04, when I initially submitted all the required documents. I was ready to submit any additional documents immediately once I was informed, and that is exactly what I did. However, due to the negligence and incompetence of the verification staff, I was not informed in a timely manner that something was missing. This resulted in a two-day delay, which negatively impacts only me and my plans, not the company’s operations.
And if, after eight days, they now find out that they need yet another document, does this mean the verification period will be extended indefinitely?

I still do not understand why it is impossible to provide updates on the verification process. No reasonable explanation has been given.

I demand that the funds be immediately returned to the sender’s address. If the company’s policy allows for the transaction to be reversed and returned to the sender instead of being credited to the platform, this should be done without any further delay.
They can continue verifying my documents as long as they wish, but I need access to the funds now, because it is the end of the month and due to this blocking, I am missing mandatory payments, for which penalties are being applied. Will someone compensate me for this? Obviously, this is a rhetorical question.

All communication with the support service has been a continuous mockery. I am taking screenshots of all the messages to have evidence of the constant contradictions and lack of clarity from different managers. Yesterday, I was told that a request had been sent to the security department to expedite the review of my situation. So it turns out that it was indeed possible to submit such a request, which I had been asking for since the very first day, 22.04? Yet it took a week for this to happen, and until then, I kept receiving standard template replies claiming they had no access to that department.

The transaction I received came from a licensed entity. This immediately places it outside the high-risk zone, as the platform has all necessary licenses and authorizations for conducting its operations. Moreover, I received the transfer not for gambling activities, but for completed work, which I immediately informed support about and provided all supporting documents.
This information has been consistently ignored, time is being wasted, and no resolution has been offered.

Regarding my feedback here: yes, I do believe that people specifically create accounts to leave negative reviews, because it is extremely difficult to reach your support team. These reviews are written in an attempt to speed up the resolution of their issues. Unfortunately, their impact seems minimal.

On the other hand, I find it much less believable that twenty people would simultaneously leave almost identical positive reviews. People tend to be vocal when they face problems, not when everything is fine. This is the root of my doubt and dissatisfaction.

I need this issue resolved today. Otherwise, I will contact a lawyer, who will file inquiries with financial and judicial authorities in Lithuania in order to resolve this matter at a completely different level.

Hello, I couldn’t find any way to contact support so this is my option, i have about just over €5,000 stuck in my trustee plus account, my card services were frozen even though i completed KYC check, account verification and says i am verified, i received money back from a merchant now i am unable to send it back to myself or do anything, all i ask to be given access back to my funds, i can’t do anything i need this fixed now. the app is saying i need to be verified and have email verified when trying to send, when i have already completed these steps, my ID for this case is zle7p97ydv , z0u9rdu3pn and v4dxvkttl7 , if you don’t want me using trustee plus, just say that, but give me back access to my funds for at least 5 days so i can move it out.

My experience with Trasti Plus has been extremely disappointing. The transaction was halted, and the sum of 17,000 dollars was blocked in my account. I have not received any specific answers regarding the timeframes for unblocking the funds. Customer support is just dragging out the process without providing clear or transparent explanations.

What’s even more upsetting is that the blocked funds were meant to help people, and due to these delays, I am unable to use them in time. This creates additional difficulties, as the money was intended for charitable purposes.

Furthermore, I am not being given the opportunity to withdraw or use the funds in my account. It’s frustrating not getting clear answers or any estimates regarding how long this will take to resolve.

I also personally verified the funds through the AML check, and they have an acceptable risk level.

Identification number for this case: xvldna4avc.

As a long-term customer, I expected much better service. With this kind of treatment, I doubt I will continue using this wallet.

I paid for a physical card and they just didn’t send it. It’s been a month and a half already. Support keeps telling me to check with the delivery company, but they won’t say which company or provide a tracking number. So it’s impossible to check anything. Scam. I don’t recommend it.

None of the orders I cancelled from Glovo have been refunded to my card. Glovo says the problem is with the bank. I can't understand this.

staying in the shop. Made a transfer to my account and they stopped it. CS of course disappeared. No assistance, not even a reply. Cannot pay. How can you be a trusted partner?

————-
A reply to your reply. Already for 6 hours no one even looked at my message, and you you lie that there is a team always available ? Yeah, right. I have transferred USDC and still the transaction is stopped, for what reason ? Are trying to keep us as idiots?

Did a transfer of 30usd to my wallet. Transfered to usdc address. Since trustee plus doesnt support usdt anymore. So did the transfer and they stop it. When asking they say they need to convert it to usdc. Which will take 1-3 buisness days. They stop my transfer and i have to wait. My id. jg6ph4rk42 Getting tired of this.

The app is convenient because it offers instant exchange, but commissions can reach up to 7%, and payment bugs occur frequently.

After a year of use, they suggested withdrawing funds and closing the account with a high commission fee. Support is indifferent, and there is no appeal process. There is discrimination against Ukrainians, especially for those with a Ukrainian passport residing in Europe. It's obvious that the conversation would be different if it were with a European citizen. The app profits from commissions and a €10 card registration fee, while the client loses out.

Although they claim to be non-custodial, in reality, they fully control the "account top-up" process, and the accounts are under their platform's control. There are no access keys like in true non-custodial apps. Even though they deny it, this is exactly the scam element that every second user is writing about – your accounts are not truly your property. And if the accounts aren’t yours, neither is the money.

UPD: Thank you for confirming that Trustee Plus is a custodial wallet, meaning users don't have full control over their funds—exactly my concern.
Your support claims to help, but my experience shows otherwise. Once a decision is made, there are no real options, only profit from commissions and restrictions.
I’m not misleading anyone—this is my real experience, shared by many others. I will continue to highlight this situation publicly and will never give a good rating to a platform that scams people during the account top-up process.
UPD2: I have already deleted my account hammer8, as was suggested to me in a humiliating manner—which is far from normal. I've been using cryptocurrencies since 2016, receiving various types of transfers, and I've never encountered anything like this before.
Your platform may conduct any checks and collect personal data, but restricting further usage without valid reasons is unjustified and carries irreversible reputational risks. I am confident in my assessment and in the selective treatment of users by your platform.