Entropay Requiring Account Verification

#1 30th August 2009, 10:30 AM

Hello,

I usually don't like to post things like this but I actually do want other members to not fall for this bullshit. Here's what happened:

The last few months i've been getting emails from entropay requesting for me to send in verifcation infomation because the amount I've used it has passed the amount it could without verification blah blah, even though after ignoring these emails I still used my entropay account no problem. Then recently I get an e-mail stating that I need to send in my information before sept 2nd to maintain service. Below is a copy of the email sent:

Dear Reg,

EntroPay Account: regd87

We can certainly understand your frustration in response to our request for additional information. However, the balances in your EntroPay accounts have surpassed the limit that users can load without further verification. As such, we are required to obtain specific information in order to verify your identity.

We value your business and greatly appreciate the loyalty you have shown to EntroPay. As a token of our appreciation, we will gladly add a bonus of $25 to your account once the verification process has been successfully completed.

Below is the information that is needed to quickly complete the verification. Please note that all three documents are required to satisfy industry regulations:

1. A clear copy of your passport, driver�s license or identification card (both sides) that includes a photo.
2. A clear copy of both sides of the personal credit/debit card used as one of the funding sources for your EntroPay accounts (covering the middle 8 digits of the card number and the three-digit Card Security Code (CVV/CVV2) number on the back.
3. A clear copy of a recent bank statement or utility bill on which your name and address are clearly visible, which is not older than two months.

Please send this information by 2nd September in order to keep your accounts in good standing and retain full access to EntroPay�s many features. You can either fax the documents to +44 (0) 207 099 8916 or scan and email them to us at documentsverification@entropay.com. Rest assured that any information you send will be maintained in a secure environment that is only accessible to senior security personnel at EntroPay.

While we recognize that this verification process may be a bit inconvenient, it is a necessary step in not only keeping EntroPay safe, but also maintaining the trust of our users.

Kind regards,
Charlotte
EntroPay Security

So I'm thinking at this point, for a free $25, why not. I'll put it on my poker BR and it's worth my time. So I copy everything via scanner and email it to them, 48 hours later I haven't heard back so I send an e-mail asking whats up. They reply with this...

Dear Reg,

EntroPay account: regd87

Thank you for your email. Unfortunately we only received copies of 451015******3204 VISA. Please resend the copies of the other cards in order to complete the verification process.

Kind Regards,
Entropay.

Now,... I'm sure if you look up in the original e-mail it's asks for only ONE of my funding sources. I have over 15 funding sources on entropay as I signed up for it when I was 18!! I am now 20. I didn't have a CC at the time so I went to the local grocery store and bought the pre-paid visa's, uploaded the funds then tossed them out. Entropay took their cut of the upload and everything was good.

I've sent them an email explaining my situation and have not heard back from them, so I am assuming i'm not going to get very far with this. I understand if they are suspicious of fraud but I sent them a copy of my hydro bill, drivers licence and the visa i've been using the past 6 months on entropay. I am pretty much thinking now that they are attempting to make up an excuse to not pay me my $25, which issn't a big deal it's only $25, it's just the concept that is making me mad and why I am ranting right now about this.

anyways what do you think?

#2 6th December 2010, 12:45 PM

i don't think its a scam, I think they are being overly anal, I hope you got it worked out, I just started using them and I got off to a rocky start, after I joined up the Full Tilt site wouldn't take the card, after a week or so I tried again and it worked. I also purchased a plastic card to send to my father-in-law in China but haven't activated it yet. we will see.

D.

#3 5th February 2011, 11:06 PM

If Entropay is genuinely concerned about security, it would follow that they should require new customers to go through the clearance process at the sign-up phase.

The fact that they choose to wait, and to use security as an excuse to seize already deposited funds, indicates otherwise.

I've attached my correspondence with this organization to this message for your pleasure. Enjoy, and judge for yourself.

NB: As at this writing, Entropay has not refunded my money. But don't you worry -- I'll get all of it back. I'm good at that.

_________________________
THEIR FIRST LETTER TO ME:

Dear [Aphasiac]
Your EntroPay username is [Aphasiac].

Whilst carrying out a random security check , we have noticed that your account needs further verification, and we have temporarily restricted your account.

Your EntroPay account will be fully reactivated once we have receivedand reviewed the following ;

1.) A clear copy of your Passport, Photographic Drivers Licence or I.D. Card (both sides).

2.) A clear copy of both sides of all funding sources registered on your account, (For security reasons, we only need to see the first 6 and last 4 digits, Please COVER the 3 digit security code (CVV)). If your funding source is a Virtual Card, please send us a screenshot.

3.) A clear copy of a recent utility bill, on which your name and address are clearly visible.

4.) The name of the merchant at which you intend to spend.

You may send the documents via the Help Desk inside your account which is a secure channel.

Log into your EntroPay account, click on Help and Support, select helpdesk, click new request and attach the documents.

All documents are kept in a secure environment, and are only available to senior security personnel.

We apologize for any inconvenience this causes but we trust that you appreciate the importance of maintaining appropriate security standards for our customer's accounts.

Kind Regards

EntroPay Security Team

MY REPLY:

Dear EntroPay,

Thank you for your follow-up email.

Please be advised that I do not intend to transfer photographs or other copies of my personal identification over the internet or through the regular mail.

The information that I've provided you with is true and accurate, and is the full extent to which I'm willing to provide via either of these mediums.

If you choose not to activate my account, then you are not providing me with the services that I requested.

Please credit the amount of this charge back to the funding source that I used for card-loading immediately and in full.

Regards,

[Aphasiac]

LETTER #2 from ENTROPAY:
Dear [Aphasiac]

Your EntroPay username is [Aphasiac].
Please note that we are required to look into all activity carried out on EntroPay accounts.

On occasions, we may have to decide whether an account is in good standing, and request personal and financial identification documentation in line with our regulations.

As you know, we have restricted use of your account until we have seen and checked the requested documentation.

We again ask you to send us the following documents:

1.) A clear copy of your Passport, Photographic Drivers Licence or I.D. Card (both sides).

2.) A clear copy of both sides of all funding sources registered on your account, (For security reasons, we only need to see the first 6 and last 4 digits, Please COVER the 3 digit security code (CVV)). If your funding source is a Virtual Card, please send us a screenshot.

3.) A clear copy of a recent utility bill, on which your name and address are clearly visible.
4.) The name of the merchant in which you intend to spend.

You may send the documents via the Help Desk inside your account,which is a secure channel.

Log into your EntroPay account, click on Help and Support, select helpdesk, click new request and attach the documents.

All documents are kept in a secure environment, and are only available to senior security personnel.

We apologize for any inconvenience this causes but we trust that you appreciate the importance of maintaining appropriate security standards for our customer's accounts.

Kind Regards
Mike
EntroPay Security Team

__________________________

Dear Mike,

You and your organization have stolen more than $50.00 from me, and I have every intention of recovering that money.

Make no mistake: I would sooner provide a common street thug with my home address, than to provide your organization with replicable copies of my personal identification.

You have this one opportunity to resolve the problem now, and without escalating this issue further. You may either refund my money or release my money through entropay. If you act today, either of these resolutions is acceptable to me.

Failing this, please understand that I intend to recover my money from you via whatever legal means necessary.

Henceforth, you and your organization will be charged for all additional costs associated with the recovery of this money. Further, consider that the costs to your organization by refusing to return my money to me, in terms of your reputation, may also prove significant.

Respectfully,

[Aphasiac]

FINAL LETTER FROM ENTROPAY:

Dear [Aphasiac],

Your EntroPay username is [Aphasiac].

We are writing to inform you that your EntroPay account has been closed.

We take security very seriously, and we suspend any account where there is or appears to be any activity of a suspicious nature. We are obliged to carry out such measures in the interest of our genuine customers.

We are taking steps where possible, to refund any money held on your EntroPay VISA Card(s) or in your EntroPay account. Any such refunds will be to the credit/debit cards from where the funds were originally transferred.

Please note that your EntroPay VISA Card(s) will now be declined by merchants and you will no longer be able to login on our website.

If you require further detail, or believe that our decision is unjustified, please contact our Customer Support team using the help links on our website or by emailing support@entropay.com. And we will endeavour to help where we can.

Yours sincerely,
EntroPay
www.entropay.com

#4 5th February 2011, 11:48 PM

changed thread title pending proof of scam

#5 7th February 2011, 4:22 PM

Today Entropay refunded my deposit, less 4.7%.

While I caution anyone against using them, I must say...

At least they paid the lion's share of it back without a major fight.

This is bad business ethics on Entropay's part; however, missing margin aside, they're likely not a scam.

Aphasiac.

#6 7th February 2011, 4:26 PM

Which is exactly why I changed the thread title. We see this all the time - and unless there is something legitimately wrong it always turns out okay.

Closing thread.

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