My complaint:
I am at my with end with Luno.
I am a trader if financial markets. I am able to withdraw from my platforms using btc, which I did.
Upon withdrawal of my funds which is a substantial amount, Luno had request verification of it, deposits, statements, id’s etc. Which I provided. Keep I mind I am already level 3 verified . I complied with evrything. It’s the end of April and this sorted in January 2023.
They no longer have a live chat so I have to wait a few days each time for a response.
A few days ago, a consultant called me a d asked dme so many questions. Where did I obtain the funds? Do I have an account manager, am I trading for a business? I have complied with evrythi g and they said funds would be released via methods received. I am still waiting.
Today I receive a which also includes the statement, we are obligated to confiscate funds according to section 18.
I am a successful day trader and I unfortunately choice Luno as my withdrawal method from.my tarde account.
I am frustrated to death and i need ro know how to take on this situation because I cannot settle with them taking money that is NOT ill gotten gains.
I need urgent assistance as I do not see how to contact an ombudsman.
Suggested solution:
Refund my money after supplying all the required information twice answering all the questions and being able to substantiate it.
