Question 1

Can I still use Relai if my account is restricted after verifying identity and paying in?

Accepted Answer

Yes, you can still use Relai if your account is restricted, but reviewers report that access is often blocked without clear explanation, and regaining access requires submitting extensive personal documents or agreeing to new terms, which many find unacceptable.

Sudden Restrictions: Reviewers report that even after completing identity verification and making payments, accounts can be restricted without warning or clear reason. Some users were blocked months after changing their email address or after a year of inactivity, with no explanation provided.

Recovery Requirements: To regain access, users are often required to submit detailed financial documents like pay slips and bank statements to prove the source of funds. Some were told they must disclose their wealth details or agree to new terms, including new jurisdictional rules, before their account is unblocked.

User Frustration: Many users feel the process is unfair and overly intrusive, with no meaningful support or transparency. Some left the platform entirely after being locked out, citing lack of accountability and poor customer service as key reasons.

Question 2

Why did Relai block my account without warning, especially after I didn’t make any trades?

Accepted Answer

Relai has blocked user accounts without warning, citing compliance and KYC requirements, but users report no clear explanations or recourse, leading to frustration and loss of access to funds.

Sudden Account Blocks: Reviewers report that Relai blocked accounts without prior notice or explanation, even after users completed all required identity verification steps. Some users were told they had to disclose their financial status before access could be restored, which many found unacceptable.

KYC Overreach: Multiple users describe being locked out after submitting documents like pay slips and bank statements to prove the source of funds. Despite compliance, accounts were still frozen, and no clear reason was given, with the company citing legal obligations as a reason for withholding information.

No Support or Clarity: Users who attempted to resolve issues through support received no meaningful response. Some reported being unable to withdraw funds or transfer Bitcoin, and were left with no option but to abandon the platform and move their assets elsewhere.

Question 3

Is it normal for Relai to ask for my salary slips and bank statements just to access my Bitcoin wallet?

Accepted Answer

Yes, it is normal for Relai to request salary slips and bank statements as part of their verification process, but many users report this as excessive and concerning, especially when it leads to account restrictions or prolonged delays.

KYC Requirements: Reviewers report that Relai requires detailed financial documentation, including multiple salary slips and bank statements, to verify the source of funds. This is presented as part of their compliance and KYC (Know Your Customer) procedures, particularly for account access or large transactions.

User Concerns: Many users describe these requests as overly intrusive and unjustified, especially when they lead to account freezes without clear explanation. Some claim they were blocked after submitting documents and received no meaningful response or transparency.

Practical Impact: Despite the company's stated policy of transparency, several reviewers say they were denied access to their funds, had transactions delayed, or were locked out entirely after providing the requested documents. This has led to strong distrust and a decision to leave the platform.

Question 4

Why does Relai require photo ID and email just to open a Bitcoin wallet?

Accepted Answer

Relai requires photo ID and email to comply with Swiss and EU anti-money laundering (AML) and know-your-customer (KYC) regulations, which are standard for financial services handling cryptocurrency. However, users report that these requirements are often applied inconsistently, with accounts being blocked without explanation or additional documentation demanded after initial verification.

Regulatory Compliance: Reviewers report that Relai enforces strict KYC procedures, including photo ID and email verification, as part of its compliance with Swiss and EU financial regulations. These steps are standard for platforms handling cryptocurrency transactions and are intended to prevent money laundering.

Overreach & Inconsistency: Despite the stated need for verification, users frequently describe arbitrary or excessive demands, such as submitting multiple bank statements or salary slips to prove the source of funds. Some report being blocked without warning or explanation, even after completing all required steps.

User Distrust: Several users express distrust in how Relai handles personal data, calling it a 'scam' and warning others to avoid the platform. They cite lack of transparency, poor customer support, and sudden account closures as reasons to leave the service despite initial compliance with requirements.

Question 5

Why did Relai freeze my account after I changed my email address, even though I didn’t do anything wrong?

Accepted Answer

Reviewers report that Relai froze accounts without clear explanation, even after users changed their email or completed identity verification. Some users claim the freeze followed minor changes like email updates, and the company refused to provide reasons, citing compliance or legal obligations.

Account Freezes Without Warning: Several users state their accounts were frozen without prior notice or explanation. One reviewer mentions being locked out six months after changing their email address, with no clarity on why. Others report being blocked after completing KYC steps, suggesting the freeze may be triggered by internal compliance checks unrelated to user behavior.

Lack of Transparency: Relai reportedly refused to give reasons for account freezes, citing legal or compliance requirements. One user was told they had to disclose their financial situation to regain access, which they found unacceptable. Another received no response after weeks of reporting issues, indicating poor communication during disputes.

User Frustration and Trust Loss: Many users expressed anger and disappointment, calling the process a 'scam' and vowing to leave the platform. Some transferred their Bitcoin to other wallets due to inability to access funds. The lack of accountability and support led to a strong loss of trust, especially among long-term users.

Question 6

Why does Relai take so long to credit Bitcoin after a purchase, even after payment is confirmed?

Accepted Answer

Relai's delayed Bitcoin crediting after confirmed payments is primarily due to internal compliance checks and processing delays, with users reporting multi-day waits despite payment confirmation. Some reviewers attribute the delay to issues with partner banks or lack of transparency in the verification process.

Delayed Crediting: Reviewers report that Bitcoin purchases are not credited to their wallets immediately, even after payment confirmation. One user noted their BTC was still not credited over 24 hours after the payment was deducted from their account.

Compliance Delays: Several users point to internal compliance checks and verification processes as the cause of delays. One reviewer mentioned a week-long compliance review was announced, with no clear explanation or resolution provided.

Banking Issues: Some users suspect technical issues with Relai’s partner banks, citing a 3-day delay for a transaction that should take 15 minutes. The company reportedly admitted to having problems with its banking partner, but offered no compensation or apology.

Month	Avg. rating	Count
2025-08	5.00	6
2025-10	5.00	1
2025-11	3.67	3
2025-12	4.00	1
2026-01	3.00	2
2026-02	2.60	5
2026-03	1.00	1
2026-04	1.00	2
2026-05	5.00	1
2026-06	4.75	4
2026-07	5.00	1
2026-08	5.00	1

Month	Positive	Neutral	Negative	Count
2025-08	83%	17%	0%	6
2025-10	100%	0%	0%	1
2025-11	67%	0%	33%	3
2025-12	0%	0%	100%	1
2026-01	50%	0%	50%	2
2026-02	20%	20%	60%	5
2026-03	0%	0%	100%	1
2026-04	0%	0%	100%	2
2026-05	100%	0%	0%	1
2026-06	100%	0%	0%	4
2026-07	100%	0%	0%	1
2026-08	100%	0%	0%	1

Relai App: customer experiences

What customers praise

Common complaints

How it has changed over time

Practical takeaways

Over time

Sentiment over time

Customer voices

What Reddit users discuss