Breaking our Terms of Service or Seller rules can lead to a temporary or permanent suspension. Under our procedures, your Eldorado balance may stay on hold while we review the account after a suspension, before you can withdraw it.
What you can do while suspended
Action | Allowed while suspended? |
View your existing orders | Yes |
Complete orders already in progress | Yes |
Chat with users on your incomplete orders | Yes |
Buy offers | No |
List new offers | No |
Withdraw your Eldorado balance | Only through communication with our support through live chat (see below) |
How long a suspension lasts
Violation | Outcome |
Publication of illegal content, scamming, fraud, unfounded chargebacks, or similar harmful activity | Permanent suspension, no exceptions |
Violation of our Terms of Service or Seller rules | 1 day to a permanent suspension, depending on severity |
We have a zero-tolerance policy for scams and fraud to keep the marketplace safe for everyone. We review every other case individually.
Your Eldorado balance during a suspension
If you're a Seller and have an Eldorado balance, it stays in your account. You can't withdraw it yourself while suspended, but you can ask us to.
We will place a withdrawal hold on your balance. You can't withdraw any of it during this time.
During the hold, we check your recent orders for disputes, chargebacks, and buyer claims. If a buyer is owed a refund, we pay it from your held balance.
When the hold ends, you can ask to withdraw your remaining balance.
Contact us through live chat and ask to withdraw your Eldorado balance.
Note: The payout hold gives time for any disputes or chargebacks on your recent orders to come in before your balance is paid out. This protects buyers who may still have open issues with your orders.
What happens if something goes wrong
If you think your account was suspended by mistake, you may appeal the ban. If you're not sure about your account status, contact us through available communication channels.