Xapo account blocked without warning

[Fbernals]

I have my wallet with Xapo and it's linked to my Neteller account, so I had an issue with Neteller because of my bank requiring confirmation to use my credit card with the service. Then Xapo at their own discretion blocked my account arguing that it was fraudulent. Now I have my issue with Neteller resolved and my account with Neteller is in good standing and Xapo won't unblock my account at Xapo, nor answer my emails. What should I do to have my account unblocked and my money in my wallet back?

This is a transcript from the email I received from them:

Code:

rom Xapo <cristian.andrei@xapo-321e581ef7b1.intercom-mail.com> wrote:
Hi Fabian,

The funds that you sent from Neteller were labeled as a fraudulent transaction by Neteller. Therefore, your Xapo account has been blocked with us and you will no longer be able to use our services. 

Regards,
Cristian

--
Cristian	Cristian from Xapo
  

Best regards

[harizen]

That is a major issue to be consider so it will take time for them to review all things before proceeding. We also don't know that issue you face with Neteller. How long are you waiting now for them to response?

Community can't do so much to your issue. The only thing do to is to wait for them to respond.

[Fbernals]

The issue was that my credit card issuing bank didn't approve at first the first charge for funds. Then​ Neteller put my account in hold while I send proof of ID and get clearance from my bank to approve charges from Neteller. Now the issue was sorted out, my Banks approved charges from Neteller, my ID was verified and the account is good. But Xapo just locked my account saying that due to Neteller issue Xapo labeled my account as fraudulent.

[boyptc]

It's hard to suggest with this type of matter, I haven't experienced this before and it looks you are doing the right thing. The only suggestion that I can say to you is just read again their ToS. And if there is an example or situation that was given there same to your situation it may help you. And I want to know if your transaction on Neteller is a real fraud?

[Fbernals]

No, my transaction at neteller was not a fraud. It was one of those times my bank prevents the charge because it's the first time you use your credit card with some merchant or in an unusual way. Right after clearing that up with the bank and then with neteller my account at neteller was in good standing again. Neteller even gave me a letter certifying that to send to Xapo. Only I can't get Xapo to reply to any my messages.

[Fbernals]

Finally support replied and had my account unblocked. The main issue here was the slow response of the support team.

[Miiike]

Your issue is solved, lock the thread to prevent further unnecessary replies and spam.