Consumer complaint received 2022-11-06
Company: Paypal Holdings, Inc
State: DE
Product: Money transfer, virtual currency, or money service
Sub-product: Mobile or digital wallet
Issue: Managing, opening, or closing your mobile wallet account

Complaint:
Hello. 

My name is XXXX XXXX and I have been a PayPal customer since XXXX. 
Last week I got a limitation on my US business PayPal account XXXX The reason of limitation described in email is as follow : " After a review, we decided to permanently limit your account as we detected activity on this account that is in violation of our buyer protection policies. '' In XXXX I started my own business. I created my first business PayPal account XXXX to my XXXX XXXX XXXX 
I have an XXXX XXXX for XXXX XXXX XXXX ) with several hundreds of XXXX XXXX. My XXXX is XXXX XXXX XXXX XXXX XXXXy. To XXXX  XXXX XXXX it is necessary to register an account, download XXXX XXXX XXXX, install it and run on XXXX. 
On a game website there is a page which allows you to buy virtual currency ( points ) using PayPal. There are several options available to purchase ( XXXX ). When you click the desired option, the website redirects to the PayPal payment page. 
After payment the user redirects back to my website and my system adds purchased virtual currency to the user game account and logs all information about payment to my records system. 
Once payment is handled and virtual currency credited to the user game account the user can use this currency in the in-game store to purchase any desired game values ( iXXXX XXXX Each user authentication in game is logged to my records system as well as all purchases in the in-game store so I am able to check and prove that the player logged to the game and spent purchased virtual currency on game values. 

I have had this XXXX  XXXX  since I registered a PayPal business account and have never changed it. In my personal opinion, such a business model, when a user buys in-game virtual currency for real money and then spends it on in-game values, is XXXX of the most popular among current games ( especially in games on mobile phones ). 
I have carefully read the PayPal Agreement and Rules and can assure you that my business model does not violate the rules and complies with PayPal 's terms of use. 

On my XXXX PayPal account I passed all PayPal verifications ( I had about XXXX different checks from PayPal ) and used it for several months. I had XXXX completed orders ( XXXX, XXXX ) and a good seller reputation. I have worked closely with PayPal support to improve my customers ' experience as requested by the PayPal staff. My record system is designed to show PayPal my XXXX XXXX  as clearly as possible. And not to put a shadow of doubt about the fulfillment of my orders. 

Everything was going great but in XXXX of XXXX PayPal stopped working in XXXX because of the XXXX XXXX to XXXX and I can not use my account XXXX anymore. Due to these circumstances I relocated to another XXXX and spent my next months to create a XXXX company. I have come this long and hard way in order to continue working with PayPal. After that I registered this PayPal account XXXX. 

I continued working with PayPal with my new account. But after 2 weeks I got account limitation. 
I tried to contact PayPal support to get an explanation of my limitation but 3 times got just the same message that their decision is final and " PayPal reserves the right to close any account reported to be involved in possible fraudulent or high-risk behaviour ''. 
Once again, I carefully read the PayPal rules and made sure that I did not violate anything and my business was not involved in any kind of fraud. 

Considering that my XXXX XXXX not involved in any kind of fraud, and is also quite popular in the XXXX XXXX segment, and also on the basis that I have already passed all the necessary checks and have extensive experience and a large number of completed orders on my previous paypal account, I believe that I have a chance to be a PayPal XXXX and run my absolutely legal business with PayPal. I am always open to cooperation and ready to provide all the necessary documents and evidence. If you still consider my XXXX  XXXX  as risky, then I am ready to have some kind of restrictive measures, such as freezing funds for a while after receiving payment from the buyer. If something needs to be changed in XXXX XXXX I am ready for that too. 

I have been a PayPal customer for a very long time, my journey starts from the time when I was an XXXX XXXX Receiving a restriction in the form of the inability to conduct any of my business with PayPal is a real tragedy for me. I have made a lot of efforts to work with PayPal and I hope that our cooperation will not stop there. 

Best Regards, XXXX XXXX.

Company response to consumer: Closed with explanation