My Business recently moved here from Paypal over to Amazonpay; we were having an fantastic experience until today when I received this suspension email:
" Hello, We have closed your Amazon Pay account, canceled any pending transactions, and placed a temporary hold on any funds in your account. Any new accounts you open will be closed. We took these actions because your website XXXXXXXX may be in violation of our Acceptable Use Policy. This policy prohibits the use of our payment service for any transactions involving gambling and lotteries. To learn more about this policy, click the “User Agreement/Policies” link at the bottom of the Amazon Pay site and then click “Acceptable Use Policy” We encourage you to take appropriate steps to resolve any pending orders. Note that any amounts paid as a result of A-to-z Guarantee claims and chargebacks may be deducted from your account. After 90 days the hold will be removed and any remaining funds will be available for withdrawal. If you have questions about your funds, write to XXXXX If you would like to appeal this decision, click the “Appeal” button on the “Notifications” page in the “Performance” section of your Seller Central account
The thing is, Amazonpay suspended the account without even inquiring if the lootboxes on the site were any form of gambling; I appealed with:
"Hi there, I recieved an email today that stated " We took these actions because your website XXX may be in violation of our Acceptable Use Policy. This policy prohibits the use of our payment service for any transactions involving gambling and lotteries. ".
We do offer ANY form of gambling on our website, I believe that when someone looked at our website, they did not realize that our “lootbox” function is old and is DISABLED and has never properly worked. Had someone tried purchasing or observing a lootbox, they would of realized that the system is graphically broken and displays the same “Loot” etc for all of them, I think someone may of just glanced at the site and been like “Lootboxes” oh no!. But there is no gambling or other aspects happening on RSgoldrush and We have NEVER, EVER used Amazonpay for any applicable lootbox sales, we have never sold a lootbox outside what happened with testing months ago that we tested it and realized it was not going to workout.
These were never intended to have any form of gambling aspect ever, they were put onto the website as a reward for our loyalty program, i.e a fun thing that if you spend $250 with us in a month you get a free $5 “Bronze” lootbox, if u spend $500 in a month u get a free $10 “silver” lootbox, but the system never worked. These never had any gambling aspect what so ever though haha, they were just a way like a IRL company might give someone a t-shirt for joining a gym, our lootbox system was suppose to be designed similar like that, you cannot “gamble” or "lose’ money.
The actions you have taken to resolve the issue
Lootboxes have been removed from the site completely, I sincerely apologize for the confusion but we would never violate any laws, we have been an excellent merchant so far(0 issues) and have recently moved to Amazonpay from Paypal. If you review the attachments you will see that the page is now completely blank.
The steps you have taken to prevent the issue going forward
We have contacted our developer to remove any mention of “Lootboxes” from our page, they were already disabled and unpurchasable, I just dont think that the reviewer of the matter realized this, I hope we are able to reestablish our excellent relationship with Amazonpay without further issue. I have removed ALL boxes after seeing this Email and realizing that Amazonpay had no idea they didnt even work."
I then received:
" Hello, We reviewed your account and the information you provided, and we decided that you may no longer use Amazon Pay. Any remaining funds will be held for 90 days from the date your account was closed. After 90 days, or upon completion of all pending investigations, the funds, minus any claims or chargebacks, will be made available for withdrawal. If you have further questions about your funds, write to firstname.lastname@example.org. Sincerely, Amazon Pay pay.amazon.com/us"
I do not understand how or why they would uphold this suspension, 1) The lootboxes didnt even work and 2) There was no gambling aspect, you could just get them as part of our loyalty system, you COULD NOT LOSE MONEY.
I am really upset and confused as to why Amazon pay support does not grasp that there is in no form, any gambling activity’s occurring.
Anyone have any suggestions or a manager or someone that I could try to talk to? This is my livelihood :(.