The Cashback for Bank or Investment Accounts Discussion Thread

Mamma2004

eToro have frozen my account with my £2.5k in it since Monday 12th.  And I did not receive the free shares. 

An error occurred while delivering your free Stocks

It seems there was an error within the process when we attempted to deliver your free Stocks. Usually, when that happens it’s due to one of the following reasons:

The country you registered from doesn’t match your country of citizenship.

The country you registered from doesn’t match your country of residency.

Your account has been blocked or closed.

Then I got this email on Monday when I tried to withdraw my funds:

Hello 

As an eToro client, we value your business and are fully committed to providing you with the best possible experience.

To keep things running smoothly and in accordance with our regulations as a licensed financial instituion, we sometimes need to gather more information from our clients.

Right now, we need some details from you regarding a recent payment from your account: 

2026-01-12 19:40:39 outbound -2500.00 GBP

Please note that until we receive this information, access to certain features of your GBP account (aka eToro Money account) will be temporarily limited, and your eToro investment account will be limited, so that deposits, withdrawals, and opening new positions will not be available.

Could you please do the following within 48 hours to resolve this situation swiftly and restore full access to your account?

1. Reply to this email with:

a. The reason for the third-party payment

b. Your relationship with the third party

c. Confirmation that you initiated this payment

2. Complete your video selfie here: https://www.etoro.com/selfie-liveliness

3. Explain the reference used in this transaction

4. Confirm a convenient time for us to give you a quick call.

5. A bank statement from the last 3 months, in PDF format showing your full name and the funds entering your GBP account. Please note that if you’re funding the account via transfers from another account, we’ll need statements for those accounts, too.

For your convenience, you can upload the files here: https://www.etoro.com/settings/profile. Please respond to this email when you've uploaded them so we can review them as soon as possible.

If you have any questions or need assistance, please don't hesitate to contact us.

Thank you very much for your cooperation.

Best regards,

Valentin C.

eToro Customer Service

I completed this immediately. 

I have not received a phone call. 

Yesterday (14/1/26), after chasing again and again, I received this email:

Hello 

Thank you for your cooperation. We apologise for the inconvenience we may have caused.

We forwarded your response to our operations team for review.

We will get back to you via this email as soon as we have an update.

If you require additional assistance, please respond to this message or chat with us live during our business hours.

Best regards,

Lorievel
eToro Customer Service

I am now at a total loss of what to do.  Any advice? 

guli

Mamma2004 said:

eToro have frozen my account with my £2.5k in it since Monday 12th.

Hello xxxxx

As an eToro client, we value your business and are fully committed to providing you with the best possible experience.

To keep things running smoothly and in accordance with our regulations as a licensed financial instituion, we sometimes need to gather more information from our clients.

Right now, we need some details from you regarding a recent payment from your account: 

2026-01-12 19:40:39 outbound xxxxx xxxxxx  -2500.00 GBP

Please note that until we receive this information, access to certain features of your GBP account (aka eToro Money account) will be temporarily limited, and your eToro investment account will be limited, so that deposits, withdrawals, and opening new positions will not be available.

Could you please do the following within 48 hours to resolve this situation swiftly and restore full access to your account?

1. Reply to this email with:

a. The reason for the third-party payment

b. Your relationship with the third party

c. Confirmation that you initiated this payment

2. Complete your video selfie here: https://www.etoro.com/selfie-liveliness

3. Explain the reference used in this transaction

4. Confirm a convenient time for us to give you a quick call.

5. A bank statement from the last 3 months, in PDF format showing your full name and the funds entering your GBP account. Please note that if you’re funding the account via transfers from another account, we’ll need statements for those accounts, too.

For your convenience, you can upload the files here: https://www.etoro.com/settings/profile. Please respond to this email when you've uploaded them so we can review them as soon as possible.

If you have any questions or need assistance, please don't hesitate to contact us.

Thank you very much for your cooperation.

Best regards,

Valentin C.

eToro Customer Service

I completed this immediately. 

I have not received a phone call. 

Yesterday (14/1/26), after chasing again and again,  received this email:

Hello xxxxx, 

Thank you for your cooperation. We apologise for the inconvenience we may have caused.

We forwarded your response to our operations team for review.

We will get back to you via this email as soon as we have an update.

If you require additional assistance, please respond to this message or chat with us live during our business hours.

Best regards,

Lorievel
eToro Customer Service

I am now at a total loss of what to do.  Any advice? 

Just have to wait it out.

pecunianonolet

@Mamma2004, you may want to remove your personal data from the above post.
@guli, you may want to remove personal info from your quote. 

flaneurs_lobster

guli said:

Just have to wait it out.

...and take your real name out of that post (and the quote).

liger

I opened a Santander Stocks & Shares ISA via TCB for the £50 cashback.  I did a £100 ISA transfer as I didn't have any ISA allowance for this year remaining.  It has failed to track and I'm trying to raise a missing cashback claim.  Its asking for an order number which starts SM********.  I don't have any record of an SM order number within my emails.  Is it the account number for the S&S ISA?

flaneurs_lobster

liger said:

I opened a Santander Stocks & Shares ISA via TCB for the £50 cashback.  I did a £100 ISA transfer as I didn't have any ISA allowance for this year remaining.  It has failed to track and I'm trying to raise a missing cashback claim.  Its asking for an order number which starts SM********.  I don't have any record of an SM order number within my emails.  Is it the account number for the S&S ISA?

Unfortunately that order number (AFAIK) only appears in a response window during the application process - if you failed to screenshot or note it then I don't think it can be derived. 

I did similar and have raised a claim on TCB quoting the sort/account numbers (because that's all there is) - claim is still outstanding.

Nick_C

Anyone being asked by eToro for "A bank statement from the last 3 months, in PDF format showing your full name and the funds entering your GBP account.“

What they actually want is a bank statement that shows you funding your eToro account!  I complied with their requests, sending back statements for December, and this was not good enough for them, even though it is what they asked for. 

Their staff have a very poor understanding of English. 

Altior

I acknowledge it is quite frustrating, I am in the middle of it myself. However, please don't personally 'out' individual front line support staff by name. They are simply caught up in the crossfire, and aren't making the decisions or determining what is needed. It's not reasonable. 

clivep

Nick_C said:

Anyone being asked by eToro for "A bank statement from the last 3 months, in PDF format showing your full name and the funds entering your GBP account.“

What they actually want is a bank statement that shows you funding your eToro account!  I complied with their requests, sending back statements for December, and this was not good enough for them, even though it is what they asked for. 

Their staff have a very poor understanding of English. 

To be fair, I took "entering your GBP account" to mean the eToro GBP wallet, although I agree it's a bit ambiguous.

To do this, I needed to generate a pdf from the latest transaction lists showing transactions in the last month from all the relevant a/cs.

Altior

Nick_C said:

Anyone being asked by eToro for "A bank statement from the last 3 months, in PDF format showing your full name and the funds entering your GBP account.“

What they actually want is a bank statement that shows you funding your eToro account!  I complied with their requests, sending back statements for December, and this was not good enough for them, even though it is what they asked for. 

Their staff have a very poor understanding of English. 

I used to work for a SaaS business that operated globally, so I have a fair instinct for their processes and structure. I know what platform they are using, for example, to operate support. 

In my humble opinion, what is happening here is that the higher level people (that don't communicate with customers) are moving the goalposts on the front line (who do take the stick from customers!). The devs/operations/sec might well be working in different regions. They'll be using something like Jira, the dev/sec will ask for something on Jira, the support staff owning the case might see this the next day, they then ask us for X via the case, the support staff updates the Jira with the info, then (maybe the next day) the dev realises it's not what they need to resolve the issue, and updates the Jira requesting something else!