account suspended

[CamperKronstadt]

Hello,

We receive 2 days ago en e-mail that our account was suspended. We need this to be active again.

I've opened 2 tickets for this but on both of them the representative assigned failed to answer on any of our question on the reason why it was suspended, only 'high risk' reason was provided without any chance to reactivate the account again.

We feel that we are entitle on a detailed explanation why our account was suspended because we didn’t do anything wrong and the representative did not give us any possibility to activate it.

Also we asked for the ticket to be escalated but the representative failed the answer on this matter also.

How we can proceed further here as we need the account to be active again.

Thank you!

[Sa_nova]

Hi, @CamperKronstadt! You can only clarify the issue regarding the account suspension via email. I can see that we sent you a message today regarding ticket number 59923312. If you have any further questions about the suspension, please reply to our message.

[CamperKronstadt]

hello  thank you for your reply. We already tried to find out why by asking all those questions posted above over the e-mail, but the representative assigned to this ticket seems to ignore all our questions and only repeating us the following: great a risk to the security

We asked for clarifications on this because we still do not understand why was suspended, but nothing was provided.

We've asked also for escalation of this ticket and is a complete silence.

We did not do anything wrong and we are facing this restriction without possibility of reactivation. 

We need your help to escalate this further. Please let us know what to do further, because replying to that e-mail seems that does nothing.

Thank you

[Sa_nova]

@CamperKronstadt I’m sorry, but we’re unable to assist with account suspensions on the forum. You’ll need to clarify this matter directly via email with the department that imposed the suspension. All I can suggest is that you reply to our message. 

[CamperKronstadt]

Already reply to the message few times, but the representative is failing to answer our question and ignore us.

So we need now a way to escalate this ticket. Can you help with this escalation?

[Sa_nova]

@CamperKronstadt I’m sorry, but I’m unable to help with the account suspension. You’ll need to take this up with the security team by email. 

[CamperKronstadt]

what is the e-mail for the security team ? as I do not have that

[Sa_nova]

@CamperKronstadt You have already contacted them by email regarding cases 59923312 and 59950487. You received our reply on 16 March, informing you of the outcome of the review. If anything needs clarifying, please get in touch by replying to our email. We cannot help with account suspension issues on the forum, and I will not be replying to any further messages. 

[CamperKronstadt]

yes, and they are not replying anymore....very disappointing all this suport