The company initially asked me for proof of my IBAN, as there was an issue with its verification. I sent the required proof and was then officially informed by the company that my IBAN was successfully verified.
I have sent all the required identification and verification documents that were requested of me.
I sent the details of the cards that had been used for transactions on my account.
The specific cards belong to my son and I declared this to the company from the beginning. I did not try to hide this specific fact. On the contrary, I cooperated fully in order to prove that the transactions were made with his knowledge and consent.
The company additionally requested proof of ownership of the Revolut card with the last digits 4081, as well as contact information for the cardholder.
I provided the company with my son's contact number and also sent a Solemn Declaration via Gov.gr, in which he confirms that the transactions totaling €160, which were made with the cards with the last digits 6300 and 4081, were made with his knowledge and consent and that he is the owner of the specific cards.
I also sent my son's IBAN, as requested.
In addition, the company contacted my son himself by phone, in order to confirm the relevant information and his consent.
After sending all the above supporting documents, I was informed by the company that "the documents you sent us have been forwarded for review and an update is expected."
Despite the fact that I have responded to all of the company's requests and have sent all of the information requested, approximately 15 days have now passed during which my account remains closed, without having received clear information about the outcome of the audit, whether there is anything further pending, or when the process will be completed.
I have contacted customer service repeatedly and the response I receive is that the case is "still being processed," but without providing me with any specific information or timeline.
At the same time, I have repeatedly sent emails to the company, without receiving a substantive response to my case.
For the case, the company itself has registered my relevant requests/complaints with numbers:
#03896992
#03896974
The most important issue for me is that, due to the account being blocked, I cannot access my money and winnings, which are a significant amount, nor can I make a withdrawal.
Furthermore, part of my profits has already been subject to taxation/withholding by the company, with an amount of €2,000 already withheld as tax, which makes it even more serious for me that I have not been able to access or withdraw my money to this day.
I am not asking for any company audit to be bypassed. I have fully accepted the verification process and have cooperated at every stage. What I am asking for is for the audit to be completed within a reasonable time frame and for me to be clearly informed of the outcome.
In the event that the company considers that the use of third-party cards constitutes a violation of its terms, I request that I be clearly informed of what the specific violation is, what the decision has been made and, most importantly, what will happen to my existing balance and winnings.
To date I have not received any clear information that my funds have been seized, cancelled or will not be returned to me. However, I have been deprived of access to them for approximately 15 days, without specific information about the completion of the audit.
For all the above reasons, I ask the EEEP to examine my case and, within the framework of its responsibilities, to investigate:
why is my account still closed,
if there is still anything pending on my part,
if the company has completed checking the supporting documents I sent them,
What is the company's position regarding the use of my son's cards, given that this has been declared and documented and he has contacted the company by phone,
and most importantly what is going to happen to my balance and winnings and how can I access them and withdraw them.
I am at the disposal of the EEEP to provide any additional information or document required and can provide all of my correspondence with Pamestoixima / Allwyn, the company's requests, my responses, the evidence I sent, as well as the relevant communications data.
