I have an unverified account with money inside (not much but it's mine not theirs). I came back from holidays and wanted to start trading, so i logged in in order to get verified, though they never gave us a specific date, so we can withdraw or not if we dont want to get verified. I keep trying verifying for a whole week with high quality photos of formal ids (either driver's license or id), and i keep getting rejected by their system. I asked support for help since i ve reached the max number of verifications tries, however it is slow and they keep replying me with non-sense responses(they suggested me to upload my driver's license, since it was more new and of better quality than my id, and after i did that the same hour they rejected me). Furthermore, today is the 2nd time i ve reached maximum number of verification tries.
I ve written them that since its not my fault that i m not getting verified and i was willing to get verified, i demand as a customer to delete my account and return my balance and they deny it, with a reply that they cant give me my money back unless i get verified.
Question 1: Should i worry?
Question 2: Do any of you had the same problem?
Question 3: Should i contact a lawyer?
I dont really know what to do and i me nearly out of options and will ...Anyway after this awful experience, in which the fault is not mine , i m thinking seriously to get verified(lol if i am able to do it) and then delete my account since this is at least unacceptable.
Contacting a lawyer is not the case here but what is important is finding out the reason why your verification is getting rejected. Like some have already said, it could be possible you are not uploading the documents in a right way and there should be some guideline to be able to get that done.
All you can do now is to review those documents in comparison to the guidelines and then do the needful, otherwise, you just have to wait for the support to get back to you but that can take a long time.