urgent! shopify risk management team please contact me other than representative "matteo"

Shopify Discussion
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Topic summary

A Shopify merchant is disputing a risk management decision that flagged their account for selling “gambling” items.

Key Issues:

  • Representative “Matteo” marked the account during a Shopify Capital review
  • The merchant claims items are legally compliant and not actually gambling-related
  • Previously approved for Shopify Capital with the same inventory
  • Over $10k in sales currently held in reserve

Merchant’s Position:

  • Believes enforcement is inconsistent, citing similar stores that aren’t flagged
  • Has attempted contact through multiple channels without resolution
  • Threatens legal action if not resolved
  • Requests a different representative to review the case

Status: Unresolved and escalating. The merchant is seeking direct contact from Shopify’s risk management team to avoid pursuing legal remedies.

Summarized with AI on November 20. AI used: claude-sonnet-4-5-20250929.
1

Hi there,

So, upon a Shopify capital review, a member of the risk management team, “Matteo” marked my account for “gambling” items. Please note that these items have been legally checked so they are in compliance with regular merchant listings, and are not considered “gambling”. Please have a representative other than “Matteo” contact me with how to resolve this. The next step is having my legal team reach out. I was approved for Shopify capital with these items on my store last time, so I do not see what the problem is other than a rouge representative. I had been in contact with the regular support team, and I have called multiple representatives personally on their call back phone line, and have yet to receive a response with a resolution. You guys are holding over 10k of my sales in reserve. This is a solid court case, and I’m giving you guys an opportunity to do the right thing. Having to make this public is not something I wanted to do.

There are similar stores with listings, that you guys support and it seems that you’re cherry picking when you enforce this “policy”, even though my items do not warrant a policy violation.

Thanks,

Tristan

ThePokeNest