Sounds accurate from my experience working in fintech (crypto, not banking, but subject to many the same regulations). We would literally have customers with do

Sounds accurate from my experience working in fintech (crypto, not banking, but subject to many the same regulations). We would literally have customers with dozens of transactions referring to drug deals, close their account (as required by both federal law and our banking partners), and then have them go around filing complaints and starting reddit threads about how bad we are for closing their account. You can't take complaints like this at face value without knowing the full story (even if people complain to the media). The reality in the US is that financial institutions are liable for detecting any and all illegal activity on their platforms, reporting it to FinCEN, and closing accounts. If you fail to do this you lose your money transmission licenses and/or banking partnership. Depending on the exact nature of the issue, holding customer money hostage can even be a legal requirement. Scaling up support at fintech companies is definitely hard, and certainly the companies can and should do a better job of this. But dealing with the regulatory burden is also crazy difficult, and many folks doing shady stuff (fraud, drugs, money laundering, CP, etc etc) are more likely to use the newer platforms. Real banks often just don't have to deal with this as much, because they make you sign up in person, with ID, and ask you all sorts of questions about your source of income etc up front. However, real banks can and do also close customer accounts (used to be very common for folks who bought crypto with their checking account, for example).