Wirex app froze my funds upon unclear reasons and stop answering my support tick

[stevei_rai]

Sharing my story,

Upon sudden new address verification request and documentation delivery, they keep rejecting my submitted docs with unclear answers and at the point I request escalation of the issue, support stops answering.

Most intriguing, after a long history of successful service, my btc cannot be transferred anywhere. My money is trapped.

[1715089724]

1715089724

[mk4]

Can you be more specific on the "unclear answers" they're giving? Just for us here to know for sure if who's more on the wrong side in this case.

support stops answering.

How long have you been waiting for a response currently? If you really legitimately own the money, I don't think you should be worried for now.

[LeGaulois]

The only escalation for your issue is to close your account there. They, legally, will have no choice to refund you the funds on your account.
What was wrong with the docs submitted? They surely told you.

There was a site where I sent scanned documents, they told me it was not good. I had been forced to take disgusting pictures with an old phone (they accepted lol)

[gentlemand]

Someone else in the main Wirex thread had a similar sounding thing sprung on them, though it sounds like it went OK for them in the end.

https://bitcointalk.org/index.php?topic=1392468.msg52355683#msg52355683

Attention from support seems to come in waves so I'd give it 2-3 days before getting properly arsey.