Monobank Freezes Account Over Flag Displayed During Video Verification, Customer Denies Allegations

Karina Kolb's Account Blocked by Monobank

According to Главком: Ukrainian digital bank Monobank has frozen the account of customer Karina Kolb following a video verification call. The bank's action was prompted by a flag visible in the background, which it identified as Russian. Kolb, however, strongly disputes this, asserting the flag was actually that of Slovenia. In a public statement, the bank's co-founder, Oleg Gorokhovsky, declared there would be no data privacy protections for individuals supporting the 'Russian world.' This incident highlights the heightened sensitivities and strict policies Ukrainian institutions have adopted since Russia's full-scale invasion.

Karina Kolb, who fled Kharkiv as a refugee to Slovenia in 2023 and later moved to Germany, contacted the bank to inquire about the block. Oleg Gorokhovsky addressed the situation on the social network Threads, stating that during the verification, the customer received a response that 'the head is not washed.' Kolb insists that the flag on her wall during the call was Slovenian, not Russian.

Patriotism and the Bank's Firm Stance

Kolb's patriotic credentials are underscored by her father's service in the Armed Forces of Ukraine. Military serviceman Serhiy Hnezdilov communicated with Kolb and found no evidence of pro-Russian views on her social media page. On the contrary, her page features:

• a Ukrainian flag,
• posts from groups searching for missing persons,
• and information from Ukrainian sources.

"I adore the genre of 'it's not so clear-cut'... supporters of the Russian world in Ukraine will have no personal data protection. After 12 years of war, we cannot guarantee any data protection to collaborators. If you love Russia – steer clear of us." - Oleg Gorokhovsky

The blocking of Karina Kolb's account has sparked significant discussion on social media, raising questions about patriotism, identity, and due process in wartime Ukraine.

This case illustrates the profound tensions within Ukrainian society regarding loyalty and support during the ongoing conflict. Monobank's reaction demonstrates the firm, zero-tolerance position many institutions take against perceived collaborationist sentiments, a stance that carries significant implications for customer relations. The ensuing public debate reflects the critical importance of national identity and solidarity for Ukrainians during this period.