Rollbit har forbudt og slettet min konto med $64K på den. De hævder, at det skyldes, at jeg er i strid med deres ToS, da jeg har logget ind på en "uautoriseret lokation".
Jeg har brugt Rollbit i lang tid, og jeg tilmeldte mig i Luxembourg, det land, jeg bor i. Jeg er oprindeligt fra Spanien og bruger en spansk telefondataudbyder, som derfor viser min placering som Spanien. Jeg har dog aldrig modtaget eller blevet bedt om en popup, der siger, at jeg oprettede forbindelse fra et begrænset sted. Så jeg vil gerne præcisere, at jeg aldrig bevidst har brudt vilkårene. Jeg forstod også, at jeg overholdt reglerne, da jeg, som jeg sagde, var på vej fra Luxembourg, hvor jeg bor. Derfor kom det en stor overraskelse for mig, da dette pludselig er et problem.
Jeg må påpege, at jeg har foretaget ind- og udbetalinger i over et år nu uden nogen problemer, det var kun, da jeg vandt betydeligt, da de pludselig kom op med dette problem, da jeg ikke fik nogen pop op eller prompte, at logge ind fra Spanien vil resultere i, at min konto bliver fuldstændig slettet.
Alt, hvad jeg beder om på dette tidspunkt, er, at de giver mig mulighed for fuldt ud at KYC, hvis det er nødvendigt, for at bevise, at ovenstående er sandt, og at jeg faktisk bor i Luxembourg (autoriseret sted), så de vil lade mig hæve mine penge og komme videre .
Jeg har allerede givet dem bevis for, at min telefonudbyder vil vise, at min IP-adresse er i Spanien, selvom jeg opretter forbindelse fra Luxembourg (forklaret på en e-mail fra dem), samt at give alle de relevante oplysninger for at bevise, at jeg bor og bor i Luxembourg, herunder lønseddel, ansættelseskontrakt, spansk ID, LUX opholdstilladelse, socialsikringskort, forbrugsregninger samt lejekontrakt. Går langt og ud over, hvad der ville forventes i en KYC-proces.
Da de har nogle frem og tilbage med deres compliance-team, har de fuldstændig ignoreret mit bevis og kigger den anden vej, jeg beder om lidt hjælp i denne henseende, da de ikke burde kunne slippe afsted med dette efter alle de beviser, jeg har fremlagt .
Rollbit has banned and wiped out my account with $64K on it. They argue that this is because I am in breach of their ToS, as I have logged in on an "unauthorised location".
I have been using Rollbit for a long time and I signed up in Luxembourg, the country which I live in. I am originally from Spain and use a Spanish phone data provider, which consequently shows my location as Spain. However, I have never received or been prompted a popup saying that I was connecting from a restricted location. So I want to clarify that I have never knowingly breached the terms. I also understood I was adhering to the rules, given, as I say, I was connecting from Luxembourg, where I live. Therefore it came at great surprise for me when this is all of a sudden an issue.
I must point out that I have been making deposits and withdrawals for over a year now without any issues, it was only when I won considerably when suddenly they came up with this issue, given that I was getting no pop up or prompt that logging in from Spain will result in my account being completely wiped.
All I am asking at this point is that they allow me to fully KYC if necessary, to prove that the above is true and I do in fact reside in Luxembourg (authorised location), so that they will let me withdraw my funds and move on.
I have already provided them with proof that my phone provider will show my IP is in Spain even while connecting from Luxembourg (explained on an email by them), as well as providing all the relevant information to prove that I live and reside in Luxembourg, including payslip, employment contract, Spanish ID, LUX residence permit, social security card, utility bills as well as tenancy agreement. Going far and beyond what would be expected in a KYC process.
Having some back and forth with their compliance team, they have completely disregarded my proof and are looking the other way, I am asking for some help on this regard as they should not be able to get away with this after all the proof I have provided.
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