I am just a small retail investor and have very little capital in this Binance exchange, so small that it is almost negligible in a market dominated by whales.
But why do I have a very good impression of this company? I don't care about the halo of the founders of @Yi He and @CZ or the promotion by various KOLs.
It was an incident I encountered at this exchange that changed my view of it.
A typical 'high yield' trap
Last year, someone on the plane pulled me into a so-called 'Binance official group' (actually a scam group)
It said I could mine BNB with a 20%+ return. At that time, I didn't check YouTube or think much about it. I was tempted; I felt this should be fine. I was a bit out of my mind, so I privately chatted with the so-called official and tried it a few times: 0.5 BNB → returns 0.6, 1 BNB → returns 1.2
So I completely lowered my guard for the third time: 2bnb, and it never came back.
The other party even made me transfer another amount to 'unlock the withdrawal.' At that moment, I fully woke up and searched on YouTube—an identical scam. 2 BNB may be insignificant to big players, but that was my hard-earned savings.
A lifeline at 11 PM
I immediately contacted @Binance Chinese official customer service. It was already past 11 PM that day. To be honest, I was mentally prepared to be brushed off with 'official statements'.
After all, this was my own operation that transferred funds onto the chain, and the responsibility lies entirely with me. The exchange is not obligated to bear the costs of my 'moment of confusion'.
But the customer service stayed with me for over an hour; they didn't blame my oversight immediately, but quickly guided me to provide the on-chain hash to help track the flow of funds.
On the other side of the screen, I could feel that they were doing their utmost to help me check whether the address could be intercepted. Even if hope was slim, they didn't give up ahead of time.
Although I didn't recover the funds in the end, the attitude of helping clients with their issues made me, as a small investor, feel warmth during the cold winter. This is my personal experience.
Based on this alone, I believe this exchange has a human touch and will not treat you dismissively just because you are a small investor; they will do their best to solve your problems.
Why I still choose Binance
To see if a company is worth trusting, don't look at what it says when things are going smoothly; look at what it does when users are in trouble.
Binance did not neglect me just because I only had a few hundred dollars in assets. This 'human touch' and sense of responsibility are the real reasons I feel so positively about them.
In this industry, people often talk about 'security', 'risk control', 'reserve proof', and 'compliance'.
But for ordinary investors like me, what really matters is—when I have an issue, is there anyone willing to listen to me carefully until I'm done?
I don't care about various online disputes, nor do I care who is leading the narrative; I only acknowledge my own personal experience.
At least the company of customer service that night made me realize—when I was most panicked, there was someone trying to help me. For a small capital user, that's enough. I am still a small investor now, but I feel very secure trading on Binance.
@币安广场 The customer service that helped me is CS Aylin from the security team. I hope Binance can provide me with his contact information. I want to send him a gift from my hometown, not for any other reason but to show my appreciation for his wholehearted help as a small individual investor, which touched me. I also hope your official team can commend him. Thank you.