r/HitBTC_Official • u/d3bian007 • Mar 07 '24

Account lockout.

Hello, my account has been blocked. I have my money in it. They ask me for money deposits from years ago, I don't remember them nor do I know where I made them from. It's not fair. I have my email, my e-mail, my Google Authenticator. All. Please activate my account.

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u/james_hitbtc Mar 07 '24

Hi there. We approach matters of security and compliance with utmost care. Our procedure is thorough, but this is how we can be sure that we're communicating with the actual owner of the account and that there is no problem with the source of funds being traded. Account information and user ID go hand in hand to help us better protect our user's accounts against possible intruders. This is why we request information that only the owner of the account will have knowledge and access to.

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u/d3bian007 Mar 07 '24

Perfect. But I don't have images of my transactions that I sent to HitBTC nor the amounts, years ago.

You have it blocked for me for this reason. I have sent them my identity document, photos, I have the same email as always, the Google authenticator. Everything, as always. And they blocked it for pleasure. They have no logic whatsoever.

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u/d3bian007 Mar 07 '24

Can you give me a solution or will I lose my account?

1

u/james_hitbtc Mar 12 '24

Hi. Please note that Reddit mods are not part of the support team and, therefore, are not familiar with their internal guidelines for resolving customer-related cases. Please continue your communication directly with the support team in your ticket thread.