Rollbit je zabranio i izbrisao moj nalog sa 64 hiljade dolara na njemu. Oni tvrde da je to zato što sam prekršio njihove ToS, jer sam se prijavio na „neovlašćenoj lokaciji".
Već dugo koristim Rollbit i prijavio sam se u Luksemburgu, zemlji u kojoj živim. Poreklom sam iz Španije i koristim španskog provajdera telefonskih podataka, što posledično prikazuje moju lokaciju kao Španija. Međutim, nikada nisam dobio niti sam dobio iskačući prozor koji kaže da se povezujem sa ograničene lokacije. Zato želim da pojasnim da nikada nisam svesno prekršio uslove. Takođe sam shvatio da se pridržavam pravila, s obzirom da sam se, kako kažem, povezivao iz Luksemburga, gde živim. Zato me je bilo veliko iznenađenje kada je ovo odjednom problem.
Moram da istaknem da već više od godinu dana uplaćujem i isplaćujem bez ikakvih problema, tek kada sam poprilično dobio kada su se odjednom pojavili na ovom pitanju, s obzirom na to da mi se nije javljao iskačući prozor ili poruka da se logujem iz Španije će dovesti do potpunog brisanja mog naloga.
Sve što tražim u ovom trenutku je da mi dozvole da u potpunosti KIC ako je potrebno, da dokažem da je gore navedeno tačno i da u stvari živim u Luksemburgu (ovlašćena lokacija), tako da će mi dozvoliti da povučem svoja sredstva i nastavim dalje .
Već sam im pružio dokaz da će moj telefonski provajder pokazati da je moj IP u Španiji čak i kada se povezujem iz Luksemburga (objašnjeno u mejlu od njih), kao i da sam pružio sve relevantne informacije da dokažem da živim i boravim u Luksemburgu, uključujući platni list, ugovor o radu, špansku ličnu kartu, LUKS boravišnu dozvolu, karticu socijalnog osiguranja, račune za komunalije kao i ugovor o zakupu. Ići daleko i dalje od onoga što bi se očekivalo u KIC procesu.
Pošto su imali nešto napred-nazad sa svojim timom za usklađenost, potpuno su zanemarili moj dokaz i gledaju na drugu stranu, tražim pomoć u vezi s tim jer ne bi trebalo da mogu da se izvuku sa ovim nakon svih dokaza koje sam pružio .
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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