BitPanda.com pretends they cannot verify me after keeping my money

adrianTNT

newbie

Activity: 22

Merit: 0

Update: today when I tried to login to BitPanda it says "Account is inactive".

These people are really something else. They did told me on Reddit to "refrain from posting on other mediums" Grin

I guess this is like a childish revenge or something, which seems to be more important than making the customer happy.

Why are they upset ? Because I told people their funds can be blocked and verification didn't work ? Now is harder to find similar "clients" ? Undecided

adrianTNT

newbie

Activity: 22

Merit: 0

Until today, they always shown the verification as being needed if I wanted to add fiat or use the exchange platform, I only added BTC and withdrawn EUR.

After this, I consider it is best to verify before any transfer, that would mean to be used to always send my ID before anything else, which is not a great habit.

I am unsure they have my ID at this point, the procedure always said it failed; and they never wanted me to send it manually. The verification process did ask me many times to put the ID card in front of the camera, it also asked for microphone access which is not great.

hacker1001101001

sr. member

Activity: 1288

Merit: 415

Quote from: adrianTNT on January 17, 2020, 11:46:40 AM

it worked from mobile device and I got my BTC out. After the 3 days I guess they will lock my account, because I told people what they do

Gald you got your money back !

FYI, please check if an exchange requires documents verification before hand, it's not always safe to send IDs online. They are locking the account after you have verified the ID which looks like an identity fraud too me, but can't say. They have atleast not scammed your money.

adrianTNT

newbie

Activity: 22

Merit: 0

Their first ticket reply:

Quote

The verification through Youniqx, IDNow and eID is currently the only option we offer. There is no other option. Unfortunately, we do not offer verification by post.
You can see the accepted documents here. The verification services cannot accept other documents.
Unfortunately, there is nothing we can do to complete your verification if our verification services (Youniqx, IDNow and eID) are unable to verify your account.

What should I do in this case ? The only one showing to me is ElectonicID .EU, the one that fail to verify me, so I go to contact them, here is what you get:

A contact form refreshing and most probably not sending any message:
https://www.youtube.com/watch?v=ySLBfArg4xM

Got a ticket reply now:

Quote

Hello Adrian,

Please login your account and withdraw your funds within the next three days.

Thank you.

Best regards,
Team Bitpanda (Clemens)‍
https://support.bitpanda.com

I just logged in on computer, it still says to verify first, if I try to click sell, transfer, etc.
"Good job" BitPanda.

it worked from mobile device and I got my BTC out. After the 3 days I guess they will lock my account, because I told people what they do

adrianTNT

newbie

Activity: 22

Merit: 0

They use 3rd parties to make the verification and basically they try to keep the money and claim it is not their fault.

My national ID is valid, name matches and all, there is no problem. Hopefully they read this and fix it to clear their reputation, because as it is now, they don't try to help at all.

It is very "convenient" for them to accept the money and then invoke all kind of errors and problems when trying to withdraw.

If they had good intentions, they would verify me manually, I can provide these documents but they don't want to do that.

Edit: I tried to contact the company responsible for these KYC verification, their contact form simply refreshed after I send the message, no idea if it was sent or not (no email confirmation received) but you can imagine the reliability level of these services that do the verification, BitPanda must have picked them on purpose.

We should have some laws that prevent them from taking money if we are not fully accepted as clients (e.g "verified"). Otherwise they just take advantage of us, as it is now.

fratoshi

member

Activity: 294

Merit: 10

Quote from: TryNinja on January 17, 2020, 09:22:27 AM

Quote from: fratoshi on January 17, 2020, 09:16:54 AM

When you signed up you agree to BitPanda Terms & Conditions, so you agree to send the information they are asking for identification purposes.

What is the reason you don't want to provide the documents they are asking?

Read the post again. He tried to verify his account but they don’t accept his documents for some reason. And when he contacted them, they said he can only do that through their automatic system/app, which isn’t letting he do that.

He only tried national ID, i have heard this before, don't know if Bitpanda do KYC themselves or they hired an agency, but usually if is an automatized process is an agency and sometimes they don't accept some documents, some countries don't have national Ids and use driver licences instead, most probable is an old ID that don't have expiration date like the German driver licence, my suggestion is to try with a passport and that should work.

By the way, OP is your name and DOB the same as in the ID?

The best practice is to verify your account before deposit any money.

TryNinja

legendary

Activity: 2758

Merit: 6830

Quote from: fratoshi on January 17, 2020, 09:16:54 AM

When you signed up you agree to BitPanda Terms & Conditions, so you agree to send the information they are asking for identification purposes.

What is the reason you don't want to provide the documents they are asking?

Read the post again. He tried to verify his account but their app/system doesn’t accept his documents. And when he contacted them, they said that is not their problem if, for some reason, it’s not working for him.

fratoshi

member

Activity: 294

Merit: 10

When you signed up you agree to BitPanda Terms & Conditions, so you agree to send the information they are asking for identification purposes.

Quote

Bitpanda requires certain specified information from you in the process of becoming a Bitpanda Client. You are aware and accept herewith that Bitpanda may at Bitpanda's sole discretion decide at which point in time you must deliver copies of passports (in notarized and apostilled form or not) and any other documents required by law and/or as defined in Data Protection Terms

https://www.bitpanda.com/en/legal#terms

What is the reason you don't want to provide the documents they are asking?

adrianTNT

newbie

Activity: 22

Merit: 0

I thought this is a legit business but I doubt it now, it looks like they try to make a profit by holding user's money.

I deposited a relatively small amount of BTC, not much but these were literary my only money, they accepted it without a problem, when I tried to withdraw to EUR or to send it to another BTC address, now they claim I need to be verified.

Fair enough, for my country they list national ID as a valid document, I have that, I keep it in front of the camera, good light and all, tried also with all their apps (android, ios, etc), all saying "IdType unauthorized".

I contacted them, they said there is nothing they can do if I cannot verify. I would gladly manually provide the documents to them but they refuse to accept that.

They also told me on a Reddit topic that I should refrain from posting on other mediums about this. Who does that ? Scammers that want to keep scamming other people.

I also saw another user's acount being blocked after he complained about a similar situation and he wrote reviews about this.

I am a honest customer with valid documents and I try to act reasonable to verify my account, yet they refuse to help me and they keep my money.

My ticket id with them: Ticket-ID (289155).

Topic: BitPanda.com pretends they cannot verify me after keeping my money (Read 188 times)