Blocked Account

Accounts at XYes.com can be blocked for a number of reasons. Customer service is not in charge of performing such reviews and making the decisions to block or ban the players' accounts. However, it is important that they a re able to identify the reason and if any procedure is still on follow-up with the customer.

Here are some of the reasons for banning accounts:

Violation of Community Guidelines or Platform Policies: If the customer's behavior is deemed to violate our terms of use, the customer's account may be temporarily or permanently banned.

Suspicious Activity: If we detect suspicious transactions or activities on the customer's account, we may take measures to protect their account and funds for security reasons.

Failure to Provide Verification Information: In some cases, if the requested identity verification information is not responded to in a timely manner or if the information is inconsistent, the account may also be banned.

We should always recommend our customers to check their email to see if they have received any notifications regarding their account status.

When answering queries about risk department decision about a certain account, we should always send the following standard response:

Please note that your account has been temporarily locked due to triggering the risk control system. The risk control department will inform you of the final processing results by email within 7 working days. If you need assistance, please contact: [e-mail]