Bitcoin Forum

They froze my account about 12 days ago. But they do not return for twelve days, even if they send messages from twitter or support many times.

My account dropped to level 1 despite level 2

Can anyone who knows how to do what can help with support?

You can't do anything but send them a support ticket and wait (probably for a long time) until they answer you and maybe unfreeze your account. Poloniex has one of the worst supports I have ever seen and you need to be ready to risk waiting more than 1 month for an answer.

If you have a huge amount of money in your account (something with 6 digits), you could create a reddit thread in /r/bitcoin, which will very likely reach the front page and force them to answer you.

I had mine frozen six months ago. I contacted support but took one month to receive reply.

I take it, and correct me if I am wrong, that you provided Poloniex with fake information to verify your account.  For example:  You invented a fake name for level 1 verification and then you wanted to perform level 2 verification which pretty much asks you to enter your address and possibly phone number in addition to the level 1 just first and last name.  Problem here is that Poloniex has probably implemented some automated KYC system that checks this data against public records.  IF this is what you did, you would have been better served by remaining level 1 verified.  YES I know that you would be limited to a perpetual max of $2,000 daily withdrawal, but at least you would still be able to continue using Poloniex, and to be honest with you that's what I am doing at the present moment.  Now in my case I didn't provided Poloniex false data, but at the same time I provided them with my middle name as my first name and my real last name, and I limited myself to level 1 verification.  IF I have to perform a level 2 I wouldn't suffer as much since all what I can tell poloniex is that I provided my middle name instead of my first name because everybody calls me by my middle name (which is real), then I provide them my address, upload real ID and everything should be fine.  But so far my Level 1 verified account has been working fine, but its been a while since I dont use Poloniex since I have almost exclusively been using Bittrex where I am verified up the highest level and I dont feel like providing my personal documents to every exchanges out there for my own personal security reasons.  The more places you have to proliferate your data, the higher the chances of one of them getting hacked and my personal information getting into the wrong hands.