@Elira – Need Urgent Help: Unfair "Denied Fraud" Tag After Following Support Instructions (Marie_Diva)

[Marie_Diva]

Hi @Elira_SC


I am reaching out to you because I am stuck in a loop with the automated support system and getting conflicting advice from different agents. My account username is Marie_Diva.

• The Problem: I was trying to verify my partner [REDACTED - (for fuck's sake stop posting their real full name)]. We had some document name issues initially, so we got his IDs (Aadhaar/PAN) legally updated to match everything.
• The Conflict: On Jan 16, Khadzhi from support told me to upload these new documents directly to the account. However, as soon as I did that, the system instantly flagged us as "DENIED_FRAUD".
• The Ignorance: Today, I received a reply from Alya that completely ignored Khadzhi’s previous instructions. It feels like a human hasn't even looked at our new, legal documents.

We are a genuine couple, and we have the updated IDs ready for manual review. This "Fraud" tag is a technical error because the system is judging us based on old, rejected data and not the new legal documents we just obtained.


Elira, please could you look into this personally? We are ready for any kind of verification (Holding ID photos or Live Video) to prove our identity. We just want to work honestly.


Thank you in advance for your time.


Account: Marie_Diva

 

[Elira_SC]

Hi there,


I want to be transparent that verification and these types of reviews are handled exclusively by our Support teams. That said, I can see that Support has advised your partner to upload an additional official document showing their full legal name for verification and you have uploaded the information to the email.

As long as the documents submitted are legitimate, unmodified, and match the required details, they will be reviewed accordingly. Automated flags can sometimes occur during resubmissions, but that doesn’t mean the case won’t be manually reviewed once everything required is in place.

At this point, the best next step is to allow the Support team time to complete their review and respond. I know waiting can be difficult, but this process can’t be expedited outside of their workflow.

If you don’t hear back within a reasonable timeframe after submitting the requested documents, please follow up on the same ticket so everything remains in one place.

 

[Marie_Diva]

@Elira_SC

Thanks for the reply. But the main issue is that as soon as I upload the documents, they don't even go into 'Review' status. The system instantly triggers a message saying 'All further applications from this person will be rejected.' It feels like an automated permanent block that's stopping a human moderator from even seeing our new legal IDs. Could you please check if a manual review is still possible for Marie_Diva? We really want to fix this."

 

[Elira_SC]

It looks like you’ve heard back from our team regarding the next steps. They’ve confirmed that your appeal has been received and will be carefully reviewed to determine whether the decision can be reconsidered. If the outcome is positive, any changes to the account would take effect within 72 hours.

 

[Marie_Diva]

It looks like you’ve heard back from our team regarding the next steps. They’ve confirmed that your appeal has been received and will be carefully reviewed to determine whether the decision can be reconsidered. If the outcome is positive, any changes to the account would take effect within 72 hours.

"Thank you for reaching out, Elira. We are in a very difficult situation. Our account (Marie_Diva) is facing an automated block due to a previous document error. We have already legally updated our partner's IDs but the system rejects our upload instantly, so no human is seeing our new IDs.


We have never violated any streaming rules. We are ready for Live Video Verification or any proof required. We are financially struggling and desperately need a manual review. Please help us lift this automated 'person block.'

 

[Elira_SC]

Hi there,


I want to clarify a few important points to avoid any confusion. The account itself is not blocked. The primary account holder remains eligible to stream. The issue relates specifically to the additional person submitted for verification, not the account as a whole.

I also want to clarify that this was not an automated-only decision. The documents submitted for verification were reviewed multiple times by the moderation team and were rejected based on verification findings. At this stage, the appeal has been reviewed and the decision has been upheld.

For transparency, we do not offer live video verification as an alternative to the document review process.

I understand how frustrating this situation can be, especially when you’re trying to move forward in good faith. While I know this isn’t the outcome you were hoping for, there are no further steps available for this verification case.


We wish you all the best moving forward.