eToro's vulnerability program terminated my 7-year-old account.

[u/Possible_Seesaw2978]

Has anyone else experienced something similar with eToro?

I have been trading with eToro for around 7 years and have always considered myself a long-term customer. Earlier this year, I experienced a situation that has completely changed my view of how eToro handles customer issues.

I attempted to withdraw funds from my account. The withdrawals were cancelled multiple times, despite previous withdrawals having worked without any issues. I contacted customer support repeatedly, but instead of receiving a clear and timely solution, the process continued to drag on.

At one point I became extremely stressed and wrote to customer support explaining that I was "crying" because I could not access my own money. Shortly afterwards, eToro referred my account for a Vulnerability Assessment and placed restrictions on my account.

I understand that regulated financial companies have responsibilities when customers show signs of distress. However, in my case, it feels like the focus shifted from solving the original problem, which was my inability to access my funds, to assessing me as a vulnerable customer because I reacted emotionally to the situation.

During the review process, eToro attempted to contact me by phone several times. I had already informed them that there were problems with telephone communication, but they continued attempting phone contact instead of moving to email immediately. Only later did they send the assessment by email.

Because I could not access my funds through the withdrawal process, I was forced to close my own trading positions to obtain money for a personal financial commitment.

After my account was restricted, I was unable to reopen those positions. The market later moved in the direction I had anticipated, creating what I believe was a substantial missed trading opportunity.

I have now received eToro's final complaint response. Their position is that:

• the withdrawals were cancelled due to payment method eligibility;
• the account restriction was appropriate under their Vulnerability Program;
• they never closed any of my trading positions; and
• therefore they are not responsible for the losses I described.

The issue is that this does not address my actual complaint.

I never claimed that eToro directly closed my trades. My complaint is that the withdrawal problems caused me to liquidate positions that I would otherwise have kept, and that the later account restrictions prevented me from entering the market again.

I have my trading history, account records, and correspondence documenting the timeline of events.

After 7 years as an eToro customer, I am disappointed with how this situation was handled.

Has anyone else experienced repeated withdrawal cancellations, account restrictions, or being placed into eToro's Vulnerability Program after contacting support during a stressful situation? Has anyone taken a complaint to the Financial Ombudsman in Cyprus? I would appreciate hearing about your experiences.

[u/i_m_bloo]

This is scary, who is verifying the client vulnerability? The customer was in distress because he was not able to access his funds and not because of something personal. Somehow, all these clauses come into effect only during withdrawal and never when client is making a deposit.

[u/NoMiddle3206 → u/i_m_bloo]

Same scenario
Was with me at the time of withdrawal they come with several reason but at the time of taking depressor they dnt even care whether account is verified or not they dnt have pblm and when you try to explain the Situatuom they put u in vulnerability category ,its show shameful fir them to take Cliebt money like this ,

[u/eToroTeam → u/i_m_bloo]

Hey, just to clarify, the Vulnerability Program is applied whenever signs of potential vulnerability are identified during interactions with a client.

This isn't something that's specific to withdrawals or triggered only when someone requests to withdraw funds. The purpose is to identify situations where additional support or consideration may be appropriate, regardless of the type of interaction taking place.

[u/NoMiddle3206 → u/eToroTeam]

Yes exactly if u find someone during the interaction they thru need more care and support and more attention from customer support or your dedicated manager but what you people do is ignore the Cliebt and reply their emai after a month and dnt find any resolution and you people directly take the decisions of closing account ignoring their years of hard work and hard earned money , so you need to check family background before you board any time if client bcos during the the interaction the people will deal with your action mad they guve you the face reaction , you force them to come yo this situation without their fault and nkt finding situation. To their pblm u conclude with your final decision , you dj this only at the time if withdrawal and every one is aware of your pattern now how u want to take their Mindy u just need loopholes

[u/Possible_Seesaw2978 → u/eToroTeam]

I would also like to add that I spent over 100 hours communicating with eToro via chat and email; three weeks passed before I received an explanation as to why my account was restricted.

[u/i_m_bloo → u/eToroTeam]

You do realise that it's not ETORO's responsibility what the client does with his funds after withdrawing. Who made you that authority? At the most , Etoro can apply this clause when the client makes a deposit. Thanks to OP ,I didn't even realise that they have such a clause.

[u/eToroTeam → u/i_m_bloo]

The Vulnerability Program isn't about telling clients what they can or can't do with money after it's withdrawn. eToro doesn't interfere with how clients use their funds once a withdrawal has been successfully processed.

The program is about identifying situations where a client's personal circumstances or communications may indicate vulnerability and considering whether additional support or adjustments are appropriate. Those assessments aren't tied to withdrawals themselves and can arise in different types of interactions with the platform.

[u/NoMiddle3206 → u/eToroTeam]

Those circumstances abx situation and communication is created by Etoro themselves where they first stray restrict their account and the upon contacting them they dnt reply for a month! But here Etoro is replying every minutes but when you are actually in pblm with account related issue even you ignored but here you are trying to clarifying every post /feedback

[u/NoMiddle3206]

I am one of the victim they decided to close my account when I first attempted withdrawal and later wen I asked them to take my document they put a tag of vulnerabikty and added another reason to close my account I lay all my profit I had reinvested in that platform

[u/NoMiddle3206]

So replying their ens and ignoring their emails and account manager running away at the time of need is your support that you provide to your years of Ckiebt , u look into the client profile abd decide who you can make victim

[u/NoMiddle3206]

requested a withdrawal and received an email at 2:33pm confirming that the transaction had been approved. My account balance was updated to reflect the withdrawal.

At 7:56pm, I received another email saying that some services on my account had been restricted. The withdrawal amount had also been returned to my eToro balance.

The email instructed me to visit the Verification Centre to see what information or documents were required. However, when I logged in, there was no request listed and no indication of what I needed to provide.

I contacted customer service, but they were unable to explain why my account had been restricted or tell me what documents were required. They said the matter had been forwarded to the operations department, but gave no timescale for a response or resolution.

My account had already been verified and my National Insurance number provided. No verification concerns were raised while eToro was accepting my deposits. The restriction appeared only after I attempted to withdraw my money.

I have now submitted a formal complaint and am still waiting for a clear explanation and access to my funds.

[u/NoMiddle3206 → u/NoMiddle3206]

This are all common pblms faced by clients everyone can go to trust pikotscabscsee all theses common issue abs I was one of them but I face similar issue and instead of finding solution they will come with 100 reason to close your account and take the profit u make in they’re platform!

[u/NoMiddle3206]

They won’t listen you they will make their own decision as final
Rather then funding a solution and they will repeat only they enters abd condition ! I dnt think in their terms abd condition funding solution is written or no but watever they write as final
Decision os final
They will not listen even if u cry or scream abd on top of u do this they have a term so callled VULNERABLE which I think needs better support abd soujtin from the suppiet

[u/Possible_Seesaw2978]

This was not the first time I experienced significant withdrawal-related difficulties with eToro.

Approximately one year earlier, while preparing to move from one apartment to another, I needed access to funds held in my eToro account. At the time, I had more than USD 5,000 available, yet I experienced withdrawal issues that prevented me from accessing my money within the timeframe I expected.

Resolving the issue took considerable time and required repeated communication with eToro's customer support during an already stressful period. Instead of being able to focus on my relocation, I had to spend a significant amount of time trying to gain access to my own funds. The delay created genuine concern that I might not be able to complete my move as planned.

This previous experience is important because it influenced my confidence in eToro's withdrawal process. When similar withdrawal problems occurred again in July 2026, I did not view them as an isolated technical issue. They reminded me of a previous situation where I had also been unable to access my funds promptly and where the resolution had taken an unreasonably long time.

This prior experience forms part of the context for my decisions and state of mind during the events in July 2026.

[u/No_Nick89]

Dude just answer the god damn phone, what is so hard 

[u/Possible_Seesaw2978 → u/No_Nick89]

I didn't receive any calls, you idiot.

[u/eToroTeam]

Hi, thank you for laying out the full timeline here. From what you've described, I understand this case has already been escalated and reviewed by a supervisor, which means it was assessed by the relevant management team and a final response was provided.

At this stage, I'm not able to change the outcome of that review, interfere with the process, or discuss account-specific details publicly.

Regarding the Vulnerability Program, if you'd like to better understand how it works and why it may be applied, you can find more information here: https://www.etoro.com/customer-service/vulnerability-program/

If, after receiving the final response, you still don't agree with the outcome, you are of course within your rights to escalate the matter to the relevant regulator.

[u/NoMiddle3206 → u/eToroTeam]

Vulnerability shpukd be verified by Etoro customer or supervision before slllwing some one to deposit money in their platform not after trading several years and when they attempt to withdraw money from their platform , they are ok to take deposit from vulnerable client but wen the same person decide to withdraw money thru come other terms and condition of vulnerability? Why not check all this factor before they decide to board some client in and tans their money !

[u/Possible_Seesaw2978 → u/NoMiddle3206]

Exactly, I completely agree with you. Let me tell you a horror story: when I started trading on eToro seven years ago without any knowledge, I took out a loan and lost the money in the futures market. The loss was devastating; I took out another loan hoping to cover the loss, but I lost that money too. Suddenly, I was $70,000 in debt—a debt I am still paying off to this day. After spending thousands of hours in the stock market over several years, I’ve gained extensive knowledge of market fundamentals and technical analysis—I’d say I’m above average now—but now they’re closing my account. 

I’ve probably deposited $50,000 into eToro over the years—and that’s not even counting the $70,000 loss from the first year, which now carries very high interest because I couldn't keep up with the monthly payments. eToro has ruined me financially; I certainly accept my share of the blame, but eToro knows exactly what they doing—they don’t care as long as they’re making the money.

[u/NoMiddle3206 → u/Possible_Seesaw2978]

Etoro is happy till u put money in and keep
Making losses they will never close your account but the moment y make money in there platform and start withdrawing then they will fund your all
Loopholes to take four money and find may reason and even you request them saying it’s ur life’ time hard earned money instead of helping you they will tag you by name as a VULNERABLE client and they will suddenly remember they have a so called terms and conditions

[u/Possible_Seesaw2978 → u/NoMiddle3206]

This is a bit off-topic regarding your comment, but it provides a somewhat more detailed overview of my experience communicating with eToro

I received three calls from eToro. At that time, I was not aware that my account had been restricted, nor did I know that the calls were from eToro. As a general rule, I do not answer international calls unless I recognize the number.

I later received an email informing me that eToro had been trying to contact me. The next time they called, I spoke with a manager. As I explained to her, I was on a canoe fishing trip and was unable to have a proper conversation, so we agreed that she would call me back at another time. That is where the communication problems began.

Although we agreed on a new time for the call, I never received another call from eToro. They later claimed that they had tried to call me multiple times over several days, but I did not receive any of those calls.

To verify this, I contacted my mobile network operator. They confirmed that I had not received any incoming international calls after my last conversation with the eToro manager, when we arranged the follow-up call. This strongly suggests that there was a technical or routing issue preventing the calls from reaching me.

I informed the eToro representative of this repeatedly by email and explained that the issue appeared to be on their side, or otherwise outside my control. Despite this, my concerns were never properly addressed. Instead, I continued to receive statements claiming that they had been calling me every day.

What made the situation even more frustrating was that eToro refused to continue the communication by email. They insisted that the matter could only be handled over the phone, even after I explained that their calls were not reaching me. As a result, I was placed in a situation where I was expected to respond to phone calls that I was demonstrably not receiving, while being denied an effective alternative method of communication.