2) Information about the origin of your funds. It can be screenshots showing the conversion of fiat money into the cryptocurrency, a list of exchange transactions or payments from mining pools (not from Freewallet).
Oh wow, they are acting like banks now. Why would a "wallet" be asking for source of funds? Seriously, freewallet needs to change their name and stop misleading people that it's actually a wallet. Centralized service. Not your keys not your coins. If you are dumb enough to not have the control of your own private keys, they have the right to do anything. Monero sub even put a warning on their sidebar to warn people against freewallet. See it yourself: https://old.reddit.com/r/Monero/Freewallet, selective or not, a scam service which you should avoid at all costs. Maybe I really should have done survey before this. Fortunately yesterday their online support customer service informed me that they would give me new information within 2 days.I hope to solve my problem as soon as possible. I am gradually losing my customers and business Thanks for your collaboration and congratulations on passing the verification procedure. We would also like to ask you not to share details online. In this way, you are granting hackers and thieves valuable information. |
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I am a Chinese user, in the past more than 40 hours, I experienced some terrible things, They cited suspicious activity as a reason has suspended withdrawals, locked my 10640 USDT, asked me to provide my id card and all kinds of certificate, I submitted in accordance with the requirements, but still get reply is need patience to wait, now I am in my clients mind lost credit, because I didn't can deliver goods on time, all of this because I can't get my money back,
I used it for convenience, but the situation was not as optimistic as I expected. After I used it for 2 weeks, the large amount of withdrawal was stopped
Paid fail.:https://imgur.com/0Pf71bM
My USDT :https://imgur.com/LyHIngW
I may really lose the money that should belong to me. They used various excuses, including asking me to provide English materials that I could not provide. However, they did not consider that some countries do not have English materials,It may be their trick,Cause you all kinds of trouble Hi! Thanks for sending the original documents, our security department is available Monday to Friday and will review them asap. You can always check your account balance which will not change as the funds will always remain there. No funds have disappeared from Freewallet and our verification procedure is transparent and mentioned in the Terms of Use prior to registering. We will get back to you within today about the documents provided to us.  |
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I am a Chinese user, in the past more than 40 hours, I experienced some terrible things, They cited suspicious activity as a reason has suspended withdrawals, locked my 10640 USDT, asked me to provide my id card and all kinds of certificate, I submitted in accordance with the requirements, but still get reply is need patience to wait, now I am in my clients mind lost credit, because I didn't can deliver goods on time, all of this because I can't get my money back,
I used it for convenience, but the situation was not as optimistic as I expected. After I used it for 2 weeks, the large amount of withdrawal was stopped
Paid fail.:https://imgur.com/0Pf71bM
My USDT :https://imgur.com/LyHIngW
Hi! Can you please share your support ticket number so we can locate your message to us? Thanks! |
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Any response?  Just sad...... Hello, I am sorry for the delays in addressing your request. In the meantime, the resolution is still pending. We'll try to speed it up. |
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You know.. you could simply stop trusting 3rd parties and start storing the private keys yourself.
Security-wise you only get advantages when storing them on your device.
I don't see a good reason for not using a standard desktop-/mobile- wallet.
You are 100% correct. I made a bad assumption. Like most of the mobile wallets I use, you have the ability to dump the private keys. I assumed Freewallet was the same way (but never actually checked), so I was not too concerned. When this happened, I thought "no problem, I will just dump the private key" and sweep it into another wallet. One can imagine my shock when realizing I could not dump the private key AND the address was no longer associated with my account! Hi Mark, I am happy to inform you that the transaction sent to the old address has been reflected in your account, please check your balance to locate the funds. Hope this helps! |
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Under "Pro" for a custodial wallet, you write: Centralized authority allows easy recovery if you forget your access password or some how lose access to your wallet Be aware that his is also a con. If they can reset your password for you, they can reset your password for anyone else as well. A little bit of social engineering or an email hack may be all an attacker needs to convince the third party to let them in to your account. Talking about your phone/computer being infected with malware - this is one of the main benefits of a hardware wallet such as a Ledger or Trezor. You can use them safely even on infected devices without the risk of your private keys being exposed. They also force you to confirm any transaction on the device itself, which helps to mitigate against clipboard malware (provided the user is following the proper steps and double checking the address). You also don't mention that many third party and custodial services, including both wallets and exchanges, turn out to be complete scams, and will disappear with your coins and there is nothing you can do about it. Speaking of scams, I would be careful about recommending freewallet. There have unresolved scam accusations against them, couple with active negative trust and warning flags. See here for more information: Freewallet.org is a fraudster who cheated me out of 15.2BTC. Adjusted the original post, thanks for your contribution Hi, I am confident the thread has been read carefully as there is a resolution at the end. If you'd like more details about the case, I will be happy to provide them in private and I hope into a reconsideration of the scam accusation in your post. - Lauren |
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That uphold wallet is just another custodial service like Freewallet and so many out there, which will freeze your funds whenever they want, making your funds hostage until you give them more docs, or more information or whatever.
Hi bitmover, As we can see from our previous dialogue, we could never agree on the point deeming our actions as arbitrary. Since our brand name is mentioned in this message, we've decided to stress it again. As always, we are always here to assist our customers in all issues that can arise in this regard or in any other matter. |
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I had funds sent to an old XMR address pre-fork. THIS WAS AN ACCIDENT.
I know their are new addresses for XMR.
Roughly .5 XMR was sent. Is there any possibility or recouping that XMR? I still have access to the wallet it was sent to, but am trying to move it to my hardware wallet, FreeWallet is saying that can no longer recover the funds.
Dear oakleyminer, We are looking forward to receiving more details from you, such as your support ticket number. You can also DM me. Thanks in advance! Best regards, Freewallet Support |
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I had funds sent to an old XMR address pre-fork. THIS WAS AN ACCIDENT.
I know their are new addresses for XMR.
Roughly .5 XMR was sent. Is there any possibility or recouping that XMR? I still have access to the wallet it was sent to, but am trying to move it to my hardware wallet, FreeWallet is saying that can no longer recover the funds.
Hi, Thanks for reaching. This possibility may no longer be available as long as it concerns the update of old XMR addresses that took place in Fall 2018. We'd like to check it out again: would you please share your ticket number? |
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You have been asked several times already so I will take this as your final answer. So user signs up, exchange $190K to btc, withdraw funds and according to you, if IP is the same and there are no multiple transfers - you won't perform identity verification. So how all this complies with Hong Kong AML regulation? It does not. You stated this: I am pretty sure that you have to report suspicious activities to authorities to comply with AML law, it doesn't really work on "request from authorities". Here is another useful link to read https://www.sfc.hk/web/EN/rules-and-standards/anti-money-laundering-and-counter-terrorist-financing/Reading your posts I came to conclusion that you know nothing about AML regulations and you use word "AML" to selectively enforce KYC. We've never posted an exhaustive list of all signs of activity that imposes us to run the AML procedure. Just let us reiterate that most probably our policy is yet to be reviewed. Thanks. |
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I had my crypto wallet hacked into and the perp stole my BTC and sent it to some unknown address. If you can help in any way please contact me @galactivale on telegram.
Hi! Checking out the thread, we saw that you were using Freewallet. Can you please share your User ID or support ticket number by PM? you can also email me directly at lauren@freewallet.org.
I had my crypto wallet hacked into and the perp stole my BTC and sent it to some unknown address. If you can help in anyway please contact me @galactivale on telegram.
Actually, I believe to have found your account associated with your TG name but I didn't see a message from you to our support team. Is there anything we can do for you?
I talked to op, the matter is related with freewallet.org which is itself a huge scam . Please avoid using freewallet and in future & if something like this happens to you then use slang language against them & also threaten to take legal action as it worked for me .
Hi, The same happened to you? Sorry to hear that! However, if the account was hacked, there is nothing we can do even with an official police request but provide the details of the transaction that you already have. If your funds were returned to you by us, they were never stolen. Probably, there was an issue with an incoming transfer or another problem that we could have resolved. |
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Are you trying to say if there is no sign of suspicious activity you won't perform identity verification?
That is correct.
You are avoiding to provide clear answers.
Post all criteria under which you will perform identity verification and post "several thousand dollars" using numbers.
We can list using different IP addresses and multiple transfers between accounts with subsequent withdrawals as such criteria. At this point, we will not be able to specify exact amounts. Our KYC policy will be reviewed and I hope to get back to this thread with more transparent information afterward. |
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But it is one of the criteria.
Please post amount above which freewallet has to perform identity verification because of AML and CTF regulation and all criteria for which you ask users to verify identity to comply with AML/CTF regulation.
Hello, There is no specified amount. We pay particular attention to the amounts from several thousand dollars being transferred with signs of suspicious activity.
Are they at it again?
14,000 USD worth of tokens worth frozen in this users account for 18 months?
We always encourage our users to consider which tokens we support prior to sending a transaction. |
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If you can not trade with token, sell them, buy other token and so on than valuation of this token is eqaul to zero....
Dear Charlie, Would you share your support ticket number, please? |
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The proper way is to establish this before the user deposits. If a user passes KYC, you know who the user is and you know funds deposited afterwards belong to that user. If anything comes up, you can always ask the same user to verify his identity again to prove ownership of the account/funds.
However, if you do this after depositing, you can't be certain the original user is the same as the person submitting KYC-documents.
Stop hiding behind obfuscation, you clearly don't follow established and common methods. Most exchange & custodial wallet have detailed information/procedure such as :
1. Limit deposit/withdraw (whether it's daily, weekly, monthly or all-time) without identity verification
2. If user deposit above limit, you should ask for identity verification after deposit is made, not when user attempt to withdraw.
Why don't you start by mention those information on your Customer Support page for sake of transparency and prevent your user getting confused/angry?
Let me answer to both statements made above: Since we are not able to perform KYC to absolutely all users, we can't be certain that suspicious activity will not be manifested on the accounts that have avoided the verification. Under the current model, a few users are requested to comply with KYC/AML requirements whereas the proposed option puts many more of them under stress. Mind that the real practice of "other wallets" may vary and contradict to the "detailed terms".
Anyways, if only you hadn't advertised your service as a wallet, but rather a changelly-esque style exchange, a lot of these arguments mentioned above would've been avoided.
(Though i must note that asking for KYC after someone performs a transaction is still scummy behaviour, whether legal or not, and rather absurd if the transaction doesn't include fiat and or gateways to fiat.)
Again, Your TOS is still ridiculous though. I'm not sure where you're based, but i'm pretty sure you can't just claim funds of customers that you deem to be "Fraudulent".
Thanks for making these points. We appreciate the feedback of the community expressed here and considering the modification of our present KYC policy with respect to reasonable concerns. |
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I'd like to draw the attention of everyone in this thread that the referenced issue was closed on Friday and the customer could withdraw his funds.
And what do you do with the money of people that don't speak out against you after you subject them to a "random" KYC check? Per your TOS you can just claim that, right? We treat all the issues equally no matter if they are spoken in public or not. |
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'Private keys' and 'addresses' are technical terms.
So, please explain what you meant with your statement.
The reason i am asking is, because it doesn't make any sense. It is not possible to 'share private keys with addresses'.
I honestly start thinking you almost know nothing about bitcoin at all, which makes it even more worrying that you are hosting a fake-wallet..
Let's put it this way: under our model, it's not feasible to provide private keys to individual wallet addresses. Anyway, this is our right as a service provider as well as one of the options available in the market today. Regards, |
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But you didn't confirm nor deny correct amount above which you are enforcing KYC. Can you write exact number using USD? As we mentioned, amount is not the criterion. You are playing on AML card so I will assume that you have reported lots of suspicious transactions to authorities because of AML regulation, especially because you are operating under Hong Kong's law which is part of FATF. Is my assumption correct or wrong? There are no "AML cards". From time to time we have to address the legal requests of public authorities. |
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When you hold the customers private keys, you are responsible for its security.
If suspicious transactions were identified, it is because your system lacks security, as you are the only one responsible for its security (as the user cannot spend funds, only you can).
It is the same as a bank, a cloned credit card... it is always banks/credit card fault, never customer fault. So, if suspicious transactions happened, you are the only one to blame.
Imo, the biggest problem is the lack of transparency. Why don't you let users choose if they want you to control the private keys or not? Why don't you ask them if they want to make KYC (and transact more than X btc) or not? Holding their funds hostage just because a lot of btc showed up, or you decided to create a "new holding criteria" is trustworth.
We do not deny this liability and consider it out top mission. You've probably heard of many security breaches revealed with advanced exchange and wallet platforms. Preventing such breaches is a continuous task to do. Our service model is based on providing a secure cold storage technology so we do not share private keys with individual addresses. We are not able to detect every single individual situation bearing the risk of fraud with 100% guarantee and therefore impose KYC based on these criteria. The one claiming a full transparency from financial service is in the best position for likes, approves and "supporting the flag". However, as a service provider we also encounter the necessity to properly address all requests from public authorities on certain transactions. From the part of customer service, we strive to ensure the best possible speed of resolution of such cases that are inevitable in existing reality. We know that thanks to our system we identified a lot of suspicious transactions, which prevented our customers from losing money. That's a mere practice. In this case, how did you stop this customer from losing money? By ensuring he is a rightful owner of these funds. |
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@freewallet can you confirm or deny this https://bitcointalk.org/index.php?topic=5165363.msg51836767#msg51836767 ?
In scam accusation you have stated this: Hello, As per our terms and conditions, we are authorized to perform the verification procedure: https://freewallet.org/terms (please read the 5th paragraph) However, we are making sure to have our customers' accounts verified as soon as it is technically possible. In your case, the risk-scoring algorithm has detected suspicious activity. For security reasons, we are not able to reveal all the details of this process. Thank you for preparing the requested documents; we'll definitely get back to you today. User transfered $190000 and exchanged them. Tried to withdraw BTC and then you performed KYC. First, KYC should have been enforced at step 1 (user transfered 190000$ exchanged them). Second, KYC should have been enforced at step 2 (user tried to withdraw BTC worth $190K) I will quote this again: [...]we are authorized to perform the verification procedure[...]
In your case, the risk-scoring algorithm has detected suspicious activity. For security reasons, we are not able to reveal all the details of this process. It is not that you are authorized to perform the verification procedure, you are obligated to perform verification procedure for $190K. Things you mentioned in this thread, KYC because of different IP is pretty much nonsense. Things you said in scam accusation thread, that you have performed verification procedure because your algorithm has detected suspicious activity is also pretty much nonsense. All this means that you know shit about AML regulation. Thanks for sharing your knowledge and understanding of the process: it's very determined. Will you admit that not all credible AML algorithms (including the software) adhere to these guidelines? We know that thanks to our system we identified a lot of suspicious transactions, which prevented our customers from losing money. That's a mere practice. |
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