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Old 03-10-2019, 01:43 PM   #1
D Stevens
stranger
 
Join Date: Mar 2019
Posts: 2
Account Blocked please help [RESOLVED]

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
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Old 03-12-2019, 10:19 AM   #2
D Stevens
stranger
 
Join Date: Mar 2019
Posts: 2
Re: Account Blocked please help

It has been almost 72 hours since I was blocked and followed the instructions and sent all of the documents they asked for. I have followed up a couple times and they respond with "the relevant team is still checking you account." How long does it usually take to get verified? Has any one else ever been blocked and then asked to verify thier identity? I know you have to verify your identity to cash out but like I said before, I have never requested a cash out. Someone help me please!
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Old 03-13-2019, 02:10 AM   #3
GlobalPokerCSKimbr
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Posts: 1,013
Re: Account Blocked please help

Thank you for your cooperation. This has been resolved.
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Old 03-19-2019, 04:47 PM   #4
katypoker
newbie
 
Join Date: Mar 2019
Posts: 15
Re: Account Blocked please help [RESOLVED]

PLEASE CHECK SUPPORT TICKET #2957308.
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Old 03-19-2019, 07:36 PM   #5
shawnb4595
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Location: Bluffalo NY
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Re: Account Blocked please help [RESOLVED]

Quote:
Originally Posted by katypoker View Post
PLEASE CHECK SUPPORT TICKET #2957308.
People get upset especially the site moderators when you post the same problem in multiple threads, then make your own thread on the same topic. Calm down, you should get an answer soon.
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Old 03-20-2019, 02:59 AM   #6
GlobalPokerCSKimbr
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Join Date: Jan 2017
Posts: 1,013
Re: Account Blocked please help [RESOLVED]

Quote:
Originally Posted by katypoker View Post
PLEASE CHECK SUPPORT TICKET #2957308.
Hi, Katy. Apologies for the inconvenience. I will have this checked. For the meantime, please refrain from creating multiple threads and just refer to this one:

https://forumserver.twoplustwo.com/2...43/index3.html
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