ACG KYC help please
KYC denied unfairly – support blocked me everywhere, need advice
My father created an account, passed the two-step verification, and funded his account. I helped him submit the KYC documents as he is not very tech-savvy.
The KYC was denied because of my involvement — even though we are both adults from the same family. Our relationship is clearly visible from our ID cards (same surname, same address).
The technical issue: While photographing the back of his national ID using the rear camera, the device accidentally captured the image using both front and rear cameras simultaneously. An honest technical mistake.
What happened with support:
- They acknowledged the camera error in email correspondence
- Despite admitting the mistake, they offered no solution
- They kept sending automated/scripted responses
- Eventually they blocked me from all support channels
My proposed resolutions:
- Grant my father one additional opportunity to complete KYC successfully, or
- Issue a full refund of the deposited funds
Both were refused without a real explanation.
My father spent 4 months working towards this and has nothing to show for it. He funded his account and received nothing in return — this is unfair and unethical towards him.
When I tried to reach support, they kept refusing to help me and eventually blocked me everywhere. Reddit and social media are my last option. I don't wish them any harm, but any real person looking at this would likely understand that we are from the same family just by looking at the photos and names on our ID cards.
Has anyone dealt with something similar? Any advice on how to escalate this further?