I made my first withdrawal last week on Wednesday for £650 and had a response saying I needed to verify my account. I supplied the required information which was quite extensive (passport, pictures of card used to debit account, proof of address) to which I then received a message asking for more info.
I called back asking what was required and they said their verification team needed to contact me. So I took a call asking for me provide further verification where I answered several questions over the phone. This was on Friday 14th around lunchtime and the lady said that everything seemed to be in order and just required two more pieces of evidence to complete the process.
As I was away with work I completed this on Sunday. The request this time was myself (in a selfie) holding my passport and proof of address in two separate documents. I completed this Sunday and was told to wait for further information and my account and withdrawal would be processed.
I followed up twice in the week and finally on Wednesday I had a note to say my withdrawal had been cancelled and returned to my account. I thought this was odd as I hadn’t requested a return so I tried to log in but got the message saying my account was banned. I have subsequently tried to contact customer service who have told me the account was closed due to the fraud department suggesting I used fake documents. I am more than happy to take that legally as I am 100% confident the documents I sent you were all mine and valid. They have no said my account is closed and they won’t tell me what element of the documents was fake. I currently feel like this money has been stolen from me on a false acquisition of fake documents and I’m happy to work through this to ensure the correct resolution without taking it to other external parties. Happy to be contacted via e-mail to sort this out as soon as possible and happy to provide any evidence again as requested. Thanks