Original Article Title: "Without Regulatory Benefits, What Is Left of Coinbase?"

Original Article Author: Fairy, ChainCatcher

Within the moat built on regulatory advantages, Coinbase is the "gold-letter signboard" in the compliance field. However, as the halo of compliance fades, its "noble indifference" is becoming increasingly dangerous.

Community feedback being ignored, slow customer service responses, high fees... These issues are making more and more users feel disappointed and dissatisfied. One pressing question is rising: Without regulatory benefits, what is left of Coinbase?

Where Have Individual Users Gone?

According to CryptoQuant data, Coinbase's retail investor dominance index is only 18.3%, far below Binance's 89.6% and Bitget's 50.1%. This index reflects the level of activity and influence of retail investors compared to institutional investors on the trading platform. A higher value indicates a higher proportion of individual investors in the user base.

Behind this data is the revelation that Coinbase has long focused on a compliant and institutionalized strategic direction, indicating that it is gradually drifting away from ordinary users. The platform's attractiveness and stickiness to the mass market are decreasing. This has been widely echoed in the community, with increasing negative comments about Coinbase, both in the Chinese and English communities, and users' voices are growing louder.

Image Source: CryptoQuant

Coinbase's "Mysterious Crediting"

Some users have reported that when two transactions are processed in the same block, the Coinbase system may only credit one, while the other may take several days of back-and-forth with customer service to be restored. User @0x4848 said, "I said it was a bug, they said it was a feature, to protect the security of funds."

Issues of this kind, "in the name of security," can become an overdrawn of user patience and trust without an efficient and transparent resolution mechanism.

Customer Service: Slowness as the Norm

The customer support system of Coinbase has long been a "pain point hub." Many users have reported that Coinbase's chatbot is more of a hindrance than a help and cannot truly resolve issues.

Furthermore, once opting for human support, the nightmare of waiting truly begins. Human support agents have very limited authority and often can only "log the issue for further review." According to user feedback, receiving an initial response can take at least 48 hours, and fully resolving an issue may take a week or even longer.

Additionally, some users have described their support communication as chaotic and inefficient. "They keep going back and forth via email asking me for the same information, I provide it, then they say it's not enough," said user @MattLGov. "Dealing with Coinbase support is absolutely terrible."

Image Source: @0x Ponga, @MattLGov

External Scams and Internal Breaches

Coinbase users are frequently targeted by scams. On-chain detective ZachXBT revealed that in just the past month, related incidents have caused up to $46 million in fund losses.

Meanwhile, internal data security issues have also surfaced at Coinbase. Mike Dudas, co-founder of The Block, shared on X platform that he received an official email indicating that an employee may have inappropriately accessed some user account data, including his own. The email stated: "We detected indications that an employee may have viewed a small number of customer account records in a way that may not be consistent with our internal policies." (Related Reading: Losing $300 million in a year, Coinbase users frequently targeted by precise scams, with an "insider" leaking information behind the scenes?)

"Read and Ignored" Coldness

When it comes to user communication, Coinbase's presence is almost non-existent. It does not cater to retail users and has not established an effective user feedback channel. Neither the CEO nor the executive team rarely publicly respond to user issues on social media. Even in the face of numerous complaints and doubts, their appearances to clarify or explain are extremely rare.

Behind this "silence," there may be cultural and regulatory considerations, but the result is that users' voices are hardly heard.

Image Source: @WutalkWu

「Noble Class」 Fee

User @hyperunit compiled the cost of purchasing 1 BTC spot price on mainstream trading platforms based on the initial fee level, showing that Coinbase's fee reached $329.68, ranking at a relatively high level. In addition, community user @Tmzhao 1 pointed out that in order to obtain the same fee level as a regular user on Binance on Coinbase, users need to start from VIP 0, complete approximately $250 million in trading volume, and pay over $300,000 in cumulative fees.

Although Coinbase Pro (now Advanced Trade) offers lower fee options, its interface is relatively complex, and many regular users are not familiar with it or find it easy to use.

Image Source: @hyperunit

Undoubtedly, Coinbase's compliance halo is the cornerstone of its strong position in the U.S. market. However, as it continues to increase its reliance on institutions, it seems to gradually diminish its connection with ordinary users. On this path of pursuing compliance and security, Coinbase is quietly sacrificing user experience, giving up the meticulous polishing of platform operation and services.

Behind this advancing giant ship, there are scattered whispers and expectations of countless users, whose voices are gradually being drowned out in cumbersome processes and indifferent mechanisms.

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