Was in the middle of a hand yesterday when I was suddenly logged off with a message my account has been blocked. Immediately before this happened I recieved an email from Global stating I needed to verify my identity for a "routine security check." I followed the instructions a quickly sent the documents they requested. Below is my exchange with them in the Zendesk. This doesnt make sense and I have never requested a cashout.. I'm a beginner so I'm still learning how to build a bankroll. Has this happened to anyone else.. My documents meet all the specified requirements and I am positive I have submitted them correctly.. I know it has only been 12 hours but I am very concerned due to the fact that they sent an email saying I had been verified and then turned around and said to disregard that email and they had to send it to a different department? Weird. Please help
Re: Verification of your Global Poker account
Gavin12 hours ago
Hello Deric,
Please send valid copies of the below documents for routine security check:
1. Please submit a copy of your ID (Driver's License / National ID / Passport) and Selfie by clicking the link below and follow the prompts.
https://globalpoker.netverify.com/v2...d4bf&locale=en
2. Proof of address - Bank statement, Debit/Credit card statements, and utility bills are accepted. The document cannot be older than 3 months.
To avoid additional delays, please ensure any documentation sent is easily readable and in good condition.*
Below are some additional specifics concerning what can and cannot be accepted for your supporting document:*
• Names must be in full. No nicknames.
• Address: must be physical address including house number present. No PO boxes.
• At least 80% of the document captured in the photo/scanned image. No covered portions.
• Company or issuing institution present.
• Statement not older than three (3) months.
• Not folded or inside an envelope.
• Not edited or tampered in any way
• Retail or Store card statement not accepted
You may attach the copies of the above documents once you reply to this email. Usually, our customers are sending their documents with a file size between 1 to 2 MB. So if your document is too big, kindly save it in a format wherein it will not exceed 5 MB.
We look forward to receiving your documents.
Thank you for your cooperation.
Kind Regards,
Gavin
stevens_deric10 hours ago
Hello Gavin. I have followed the link and submitted the documentation concerning my identity. I have also attached a copy of my bank statement which does meet all of the requirements which were outlined in your email. I hope this matter can be resolved quickly as my account has been blocked.*
Please let me know if there is any other information you may need from me to verify my identity and unblock my account as well as process any future cash out requests.
Thanks
d bank statement 001.jpg
600 KB*Download
stevens_deric5 hours ago
Has my account been blocked due to the "routine security check" or is there another issue ? It was my understanding that I would have to verify my identity before I could cash out; however, I have never requested a cash out.
Shania3 hours ago
Hello Deric,
Thank you for contacting Global Poker.
As mentioned in our previous email, this is a part of our standard verification process in line with Know Your Customer (KYC) requirements.
Please know that our procedures are simply our ways to secure all of your transactions and prevent any form of fraudulent practices.*
In this connection, we are pleased to inform you that your account has been verified.
Should you have any other queries that you need assistance with, please do not hesitate to contact us again.
Best Regards,
Shania
Global Poker Customer Support
Shania3 hours ago
Hi Deric,
Kindly disregard the previous email.*
We reviewed your verification documents and have endorsed your concern to the relevant department for further assistance. Please continue to keep an eye on your email for updates regarding this matter.
Should you have any other queries that you need assistance with, please do not hesitate to contact us again.
Best Regards,
Shania
Global Poker Customer Support
stevens_deric26 minutes ago
Hi Shania,
I was hopeful this process would not take this long especially considering my account was blocked without warning. It was my understanding that accounts would only have to be verified before they could cash out any sweeps and I have not submitted a cash out request. I do not understand how it could take this long to look at my documents and confirm my identity. Please advise if there is anything I could clarify or if it would be useful If i sent different documents. I am willing to help verify my identity in any way I can and I am hopeful this process will not take much longer. Thanks