"Hello Sumsub Team,"

Hello Sumsub Team,

I would like to report an issue I’ve been facing for the past 2–3 years: whenever I try to register on any platform, I am directed to verify my identity through Sumsub. Every single time I complete the verification steps—whether with my national ID card, driver’s license, or passport—my account is abruptly closed without any justification. Despite uploading clear, legible documents in the correct format, I remain blocked and unable to access any services.

Unfair Account Closure: Each time, my account is “under review” and then permanently closed. For a verification service as widely used as yours, failing to provide users with a reasonable explanation is unacceptable.

Lack of Support: I have contacted your support team numerous times over the last 2–3 years, yet I have received zero response.

Ongoing Victimization: This ambiguity and lack of communication have cost me both time and money, causing me to miss out on critical opportunities.

This approach to KYC erodes user trust. I kindly request a thorough investigation into my case, a clear explanation of why my account keeps getting closed, and, if there’s an error, immediate rectification. If everything is in order, please specify which criteria I am failing to meet. Otherwise, I will have no choice but to pursue my rights through consumer courts and relevant complaint channels.

I look forward to your prompt and detailed response. Thank you for your attention and cooperation.

"Sumsub is an absolute nightmare"

Sumsub is an absolute nightmare. Their verification system is a black hole where original documents go to die. I've submitted 100% authentic documents multiple times, and each time they're rejected without any clear explanation. To add insult to injury, their customer service is abysmal. Getting any kind of helpful response is like pulling teeth, and they seem completely incapable of resolving the issues with their flawed system. Avoid Sumsub if you value your time and sanity.

"I've been victimised twice first by Gemini Com and then by Sumsub"

Hi,

Please allow me that I've something to say about sumsub verification. After every few days there'll be a verification failure showing in the forum. My verification failed too. When verifying, my selfie was verified, ID was verified, but when comes to application data it failed. I only put my email and mobile phone as application data in *** Com. I left a review in Trustpilot but no use, Sumsub didn't do anything to fix. My guess was that few years ago I registered few websites, including Gemini Com which got hacked, and my email address was leaked, therefore Sumsub marked me as a risky customer. My email was leaked but my email password was not, they don't have access to my email. Many internet security software will show in their data privacy section that whether your email was leaked or not. I felt like I was being victimized twice, firstly by Gemini Com and then by Sumsub.

"Speedy verification process"

Speedy verification process
I completed my Liveness check and uploaded the necessary documents, and that was it. I got verified almost instantly.

"I felt very secure using Sumsub’s…"

I felt very secure using Sumsub’s platform. Their interface is excellent, and the verification process was quick and easy.

"I had a fantastic experience with…"

I had a fantastic experience with Sumsub. The verification was done smoothly, and the instructions were clear. I felt confident and secure throughout the entire process.

"client service unhelpful for clients NOT end users!"

asked for some support to ensure flows were working correctly and our account manager declined to setup a meeting with tech support.

"Added to the blacklist without any justification."

I used to have all my documents accepted by Sumsub without any issues, but recently they inexplicably added me to their blacklist. Their decision came without any explanation, leaving me completely frustrated and in the dark about what went wrong. I attempted to reach out to their support team for clarification, yet they refused to provide any meaningful details or assistance. This lack of transparency and accountability is extremely disappointing, and it has completely undermined my trust in their service. I urge potential users to be cautious and consider alternative solutions when it comes to document verification.

"WARNING.. Blacklists previous passed KYC customers"

WARNING... There are reports on here that Sumsub have BLACKLISTED customers for failing KYC even though they passed previously using the same ID documents resulting in getting their funds frozen on exchanges that they have passed KYC previously.

I found this article somewhat alarming!
A Thomson Reuters investigation in April 2024 uncovered extensive links between Sumsub’s founders and Russian state-backed institutions, oligarch-funded ventures and past projects deeply rooted in Moscow’s tech scene. Sumsub’s founders (all Russian-born) previously developed software with Kremlin support and even met President Vladimir Putin years before launching their UK company.

"The worst…"

This is by far the worst customer service experience I've ever encountered. The slow, inefficient, ignorance of their incompetence is astounding. They can't POSSIBKY have SOOOO many inquiries that they can't respond to anyone for a week. That is absurd.

If you have to deal with SumSub, I recommend just turning tail and running.

"Eff" them.
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