Hi, we came across this post and were puzzled about the assumptions made.

One of the 3 core values here, at Freewallet, is the support we provide across so many platforms. We follow up on each tread until the very resolution of the case to make sure we help out everyone reaching out to us.

Funds not received or not reflected — write to our support center, we will look into it as there may be many reasons (minimum amount, pending approval, account blocked, incorrect Payment ID, etc.)
Account blocked — all the transactions need to be confirmed via email to prevent hacking and malicious activities. If anyone is in the situation when we suspect the wallet may have been hacked — we will be happy to unblock the account when a user gets in touch with us.

A special attention to the Monero warning. As the Monero devs have pointed out, their ideology goes against our business model. Well, it’s a choice that we had to make to stand by our values: Security, easiness, and support.

The crypto industry is a new market resulting inevitably in so many uncertainties, fears, and concerns. We understand these emotions and wanted to provide the best user-friendly service without giving up on the security.

We are confident that these values resonate with our users. If you have any questions, feel free to drop us a line.