Eldorado.gg report

I would like to report my recent experience with Eldorado.gg.

I had been selling on their platform without any issues, and after completing several successful transactions, I initiated a withdrawal of my available balance. At that point, the platform requested a Photo ID for verification, which I promptly submitted.

Shortly after submitting the requested documents, my account was suspended. I contacted Eldorado.gg’s live support to request clarification regarding the reason for the suspension. Unfortunately, I was informed that they could not provide any additional details. I then asked about the status of the funds remaining on my account, but I did not receive a response. Shortly afterward, I was blocked from using the live chat entirely, and the option to appeal the suspension also became inaccessible.

As of now, my account remains suspended, and the funds totaling $4,216 are still locked on the platform with no communication from their support.

I am sharing this to document my experience and to seek advice or assistance from the community regarding how to proceed in situations like this.








UPDATE:
I waited 30 days and then went back to live chat on December 30. They asked me to submit my ID, which I did. After that, they told me to come back in 14 days because they said they couldn’t see my ID clearly.

I went back again on January 14, and this time they asked for my ID again, I submitted, and same thing again - told me to wait another 21 days. It feels like they are avoiding refunding me. I have already sent a clear photo of my ID and a selfie, exactly as they requested, but they still won’t release my funds and haven’t given a valid reason.

 

Hello, as we cannot solve this directly from sythe, we advise you to reach out to our support team thru email and provide them with as much detail as possible and they will investigate promptly. [email protected]

 

I am the owner of the account. I can’t share anything more about that chat because every time I contact them, they just tell me to come back after a random number of days. The first time it was 30 days, then 14 days, then 21 days, and today when I went to live chat, they told me to come back after another 14 days. This is unprofessional, and they won’t even tell me what the reason is.

 

I will forward this case directly to our support team and I will get back to you in 2-3 days time with an answer and/or explanation for this issue.

 

Hey, our support team has informed me that two different times the verification was submitted by two different people, not by the original owner of the account, this lead to them giving you an additional period of waiting time before you can submit your verification again.

 

Are you serious? I submitted my ID verification when I registered on eldorado.gg - ID was approved.
The day I went to click withdraw my balance, randomly account got suspended for no reason. It asked for ID verification again. Sure no problem - I submitted (SAME ID) as before I submitted when I registered on eldorado.gg. But ID was randomly rejected and suspended my account for submitting same ID. After 30days I comeback to live chat, submitted my new pictures of ID+selfie and you claim that there is two different people.

 

In the submission pictures it clearly shows two different people holding two different IDs. As the pictures contain personal information, we cannot publish them on this forum. The additional waiting period will remain, because of this proof. After the waiting period, you will be able to submit again, making sure that the original owner of the account is submitting it.

 

This is nonsense I have sent them my ID for 3 times - and I get instant declined without any explanations every time in live chat, I can send you my ID + selfie to you @Kanye , but I will blur my personal information. So you can confirm if its two different people or not. Situation is so ridiculous, I have to ask Sythe moderators to confirm my identify, because eldorado is avoiding to release my funds.

 

We are currently discussing if our company policy allows to provide it even in a post and on how to proceed in this situation. We will get back to you shortly.

 

Following our verification process, we have determined that you are not the original owner of this account, as evidenced by the verification photos provided. For security reasons, we are unable to proceed with your withdrawal request.
Please note that the funds in this account will remain frozen for an additional 14 days. Should you require further assistance or wish to provide additional verification, please contact our support team.
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According to our Terms of Service, there can be only one owner of the seller account. Withdrawals can only be processed for the original owner of the account, attempting to withdraw to an account that belongs to another party, that is not the original owner, may result in a permanent suspension, cancellation of withdrawals, or temporarily freezing the account balance.
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These rules are in place for the safety and security of our platform, and for buyers alike. You may learn more about them in our Terms of Service, or Privacy Policy.

 

How can you explain this to me? I submitted verification documents during registration on Eldorado.gg, and the documents were approved. After making some sales, about a month later I requested my first withdrawal, and my account was suddenly suspended. Then you asked for verification documents again. I submitted the same documents I used to register on the platform, but they were denied. After I sent additional documents, you claimed that there were two different people. You do not have valid proof that there are two different people or that I am not the original owner of the account. I am ready to send my documents to Sythe moderators and would like their opinion on this matter.

 

Thank you for your message.
For security reasons, we cannot discuss individual account verification details or case findings in a public forum. However, when our systems detect activity that raises concerns about potential unauthorized access, we may require additional verification as part of our fraud-prevention and account protection procedures.
If verification cannot be successfully completed, or if submitted details do not match the previously verified account holder information, access to account functions (including withdrawals) may be restricted for the time being in accordance with our Terms of Service and security policies.
Please contact our support team at [email protected] for further correspondence.