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Emergency

Payment account blocked, balance frozen: how to get your money

If your account at a payment service or a bank is blocked, that is especially burdensome when there is a balance in it. Blocks sometimes happen for security or compliance reasons, but they may not block your money without reason and permanently. You have a claim to an explanation and ultimately to your balance.

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Your chances of getting your money back

Your balance belongs to you. A block for review can be permissible, but it may not lead to your money being withheld permanently and without a comprehensible reason. You can demand an explanation and payout.
With a basic account, special protection rights exist. Disputes with banks and payment services are also decided by an arbitration body (ombudsman); in addition, the financial supervisory authority (BaFin) is a complaints body.

What you should do now

  1. 1

    1. Ask for the reason

    Demand a written explanation of the block and information about which documents are needed for the release.

  2. 2

    2. Provide evidence

    Submit requested documents (identity, source of funds) promptly to speed up the review.

  3. 3

    3. Demand payout / release

    Demand the release of the account or the payout of the balance, with a deadline.

  4. 4

    4. Complaint / arbitration

    If the block remains, turn to the competent arbitration body (ombudsman) and BaFin.

How to spot the scam

  • No comprehensible reason for the block is given.
  • The payout of the balance is delayed for a long time.
  • Pressure is applied to pay dubious 'fees' for the release.

Frequently asked questions

May the provider simply withhold my balance?

No. A block for review can be permissible, but your balance belongs to you. It may not be withheld from you permanently and without a comprehensible reason. You can demand an explanation and payout.

What can I do to get my money faster?

Demand a written explanation of the block and provide requested evidence promptly. Then demand the release or payout with a deadline. Document the correspondence for a later complaint.

Where can I file a complaint?

With the competent arbitration body (ombudsman of the banks or of the payment service) and with the financial supervisory authority BaFin. With a basic account, special protection rights exist that you can assert.

Take action now

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General information for self-help, not legal advice (RDG). In case of a high loss or uncertainty: contact a consumer advice center or a lawyer.