Don’t worry, we’re here to help! Your account may have been blocked because you have not completed the KYC (Know Your Customer) identification procedure, which is essential for ensuring the security of all our customers’ accounts, including yours.
What You Need to Do:
- Check Your Email: You should have received an email requesting specific documents for the KYC procedure. Please reply to that email with the following information:
- Your full name (first and last name).
- Your residential address.
- Provide Required Documents: Include a clear photo showing:
- Your identity document (Passport, National ID, or Driving License) with your photo.
- The credit/debit card used for the payment. You can cover the card number with a piece of paper, but ensure that the last six digits and the cardholder’s name are visible.
- Confirmation of Submission: After you submit your documents, you will receive an email notification confirming that we have received them.
- Await Follow-Up: We will inform you within 48 hours whether your KYC procedure has been successfully completed, unblocking your account, or if we require further clarification.
Important Note: If the KYC identification procedure is unsuccessful, or if you do not reply to our email within 5 days, the following actions will be taken:
- Your account will be permanently blocked.
- Any payments made will be reversed.
- The credit/debit card used will be reported as stolen.
- We will notify the authorities to initiate an investigation.
If you haven’t received our email, please reach out to us, and we will resend it. You can contact us through:
- The LIVE SUPPORT CHAT is located at the bottom of the Self-Care main page.
- By sending an email to [email protected].
Your security is our priority, and we appreciate your cooperation in this essential process!
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