Consumer complaint received 2022-11-28
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. 

On XX/XX/2022, I got a limitation on my US business PayPal account XXXX After few complaints PayPal gave me reason of my account limitation which is as follow : " On XX/XX/2022, we carefully considered a number of factors that, when viewed together, indicated there was a high level of risk associated with your Account. Specifically, you are selling unauthorized gaming related accessories. Selling this type of material is a violation of the PayPal Acceptable Use Policy and User Agreement. Per the Prohibited Activities section of the PayPal Acceptable Use Policy, it states that, You may not use the PayPal service for activities that : relate to transactions involving ( h ) items that infringe or violate any copyright, trademark, right of publicity or privacy or any other proprietary right under the laws of any jurisdiction.On XX/XX/2022, PayPal reviewed your Account and determined we were unable to mitigate the risk associated with your Account. Specifically, you are selling unauthorized gaming related accessories. In addition, your login attempts do not reflect the same geographical location information as your Account. '' I'm very appreciate that PayPal gave me a detailed reason of limitation. And since I know this reason I can give an explanation from my side. 
XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX. To play my game it is necessary to register an account, download game client files ( XXXX XXXX, install it and run on XXXX. 
On my game website there is a page which allows you to buy virtual currency ( points ) using PayPal. There are several options available to purchase. 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 our in-game store to purchase any desired game values ( 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. 

Paypal considers my business to be selling unauthorized game items. However, he does not provide any evidence that the game values are unauthorized. In turn, I argue that this is not true, since all game values are part of my game. Since the game is the property of my company, and all the valuables I sell are part of my game, given the fact that the rights of no one 's companies have been infringed, then PayPal 's claims of trademark and copyright infringement do not apply to my business. 
Therefore, the acceptable use policy violation does not apply to my business and PayPal account. Given all of the above, coupled with the absence of real facts of copyright infringement by PayPal, I ask PayPal to lift all limitations from my account. 
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.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 business model as clearly as possible. And not to put a shadow of doubt about the fulfillment of my orders. 
In regards to the 2nd reason of account limitation : " your login attempts do not reflect the same geographical location information as your Account '' My company is registered in the USA, in the state of Delaware. However, I currently live in XXXX. All my login attempts from XXXX. At the time of registration, I communicated with PayPal support, clarifying every step I took. Among other things, I asked the PayPal support staff about indicating my XXXX  address. On the screenshot of XXXX you can see my dialogue with the support staff. I told him that my company is in the US and I live in XXXX. I asked him if I needed to put my XXXX  address somewhere? His response was : " Don't worry you NEED NOT to specify your XXXX  address anywhere in account as it's US PayPal account. '' To completely dispel all doubts, I asked if there would be any problems with the fact that my company is located in the USA, but I live in XXXX. In response, the support staff replied " XXXX, there is NO ISSUE with you are residing in XXXX  and your business is established in the US. ". You can verify this by looking at the XXXX XXXXAll my account data was entered according to the advice of the PayPal support staff. I did not try to deceive or mislead PayPal. Therefore, I do not consider that my actions were inconsistent with the PayPal user agreement. I believe that I have not done anything that could result in my account being banned. And my evidence is sufficient for PayPal to change its mind about my account. 
I believe that I have a chance to be a PayPal seller and run my absolutely legal business with PayPal. I am always open to cooperation and ready to provide all the necessary documents and evidence. 

Best Regards, XXXX XXXX.

Company response to consumer: Closed with explanation