I contacted them on April 9th, got a canned reply that they're busy and will get back to me soon.

It's now April 18th.

Are these guys for real? Handling money and not even giving an initial reply for over a week?

Crazy!

This is not representative of our backlog; sorry you've had to wait so long.

DM me your userID and I'll ensure this is looked into. If you prefer not to DM it over a forum like this, then send me the Zendesk ticket ID.

I have had nothing but fast experiences with their customer service. What was your issue?

thank you.

Ticket#3980388

I also replied to the email several times over the past week and a half without reply.

Thanks Buggle.

I'll chat to our head of CS to see what's up.

Ok. Well, your people did answer the ticket after I outed them publicly, I will give them that. So hopefully anyone who needs a ticket answered is smart enough to be familiar with public poker forums. The rest of the experience has continued to be miserable however, so I'm going to lay out everything that happened so that everyone is aware of what is involved in getting your identity verified by Global.

I initially sent over my drivers license and my tax return, which was all I was initially told was required to verify my identity and make withdrawals. After doing this (which was the ticket your people ignored), they got back to me saying I needed to do the verification procedure through their online portal. I go to the portal, it tells me I need to email them a current bank statement. I reply to the ticket, saying I don't have current bank statement as I'm paperless with the bank, and ask them if a void cheque will do. They say yes, then I send over a void cheque.

Then they come back with is telling me it's a joint account, so I need to send over my spouse's ID. I really don't see how this is in any way relevant (what could the fact I'm married have to do with verifying my name, address, and bank details?!?!?), but regardless, I want to get this over with, so I email them my spouses drivers license.

Then they come back to me again, saying the city on my account doesn't match the city on the void cheque. The address and postal code match, but not the city. I would think they'd be smart enough to figure this out on their own, but apparently not. It was a NYC vs Manhattan type issue, both cities were correct. So I send them two Google maps links for both names, demonstrating to them they're the same thing.

They accept this, but then they come back again to the bank statement, asking me to go into my online banking and email a pdf of my bank statement. This, despite the fact they'd originally agreed to accept a void cheque in lieu of a bank statement!!!!

I point this out to them, tell them this is getting very dumb, that I've had enough, and to please verify my account. They come back saying no, and I quote:

We need this to be able to establish our customers' identities so we can protect their accounts.

So let me get this straight. My drivers license, a copy of my tax return dated within two weeks (from the government of Canada no less), a copy of a void cheque with all my account details on it, and my spouses drivers license, is not enough to verify my identity and bank information? Seriously? I could do absolutely anything I want in real life with that much information, from opening a bank account to getting various forms of government ID. But it's apparently not enough for Global.

Neither Poker Stars nor Party Poker asked me for a bank statement at any point during the verification process. I think the next step for Global would be to send them a copy of my DNA sequence, and pray to the Gods they never get hacked.

I'm not sure if this is your people simply trying to make this so difficult that people give up so they can swallow the money, or if the EU regulations on this actually are insane, or some combination of the two. I tend to think it's not EU regulations as I believe Pokerstars operates under the same framework, and they never insisted on a bank statement.

Regardless, I give up. I've had enough. You can keep the money. It's not much, and I'd rather just forget about it than risk you guys getting hacked.

I'd recommend anyone who wants an online poker site who'll be straightforward and to skip the bullshit to simply save yourself the headache and avoid Global altogether.

I don't think this is typical though. It only took me 3 hours to get verified and I haven't had any problems cashing out.

Unfortunately for me, your good luck is of no use to me.

+1. So, let me get this straight, you got through all that, and gave up when they asked for pdf of your bank statement? I also have a joint account and had to send a copy of my spouses license,verify through the portal, and send the statement, WAS VERIFIED and cash outs have been painless. Get your $, send the pdf.

There is absolutely zero reason they need access to your entire financial banking transaction history. They have no need to know who you do business with nor how much money you have. It’s completely unnecessary. What “I” would do is contact the gaming commission in NSW or wherever it is global operates and let them know what’s going on.

They didn’t make you go through all of this BS when you deposited.

Now when you want to cashout they suddenly need an entire accounting of your banking transactions. With all due respect FK them.

Luckily for global they don’t have me as a customer.

Double post

Yeah this is sort of my thought process as well. I can see no reason whatsoever why they have any legitimate need for this information. It's frankly none of their business. But beyond this, the thing that really bothers me is they'd initially told me the void cheque would suffice. Then after going back and forth for a week suddenly they rolled over, some stupid supervisor got involved, and now... whoops...! Back to the bank statement again.

If you're going to be an *******, at least be an ******* that sticks to your word. *Especially as a corporate entity*

They aren’t a legit company. When the pandemic dies down look for the NY attorney general or another big time political lawyer to go after them.

Global is operating illegally. Just because they call dollars sweeps doesn’t make it magically legal.

They are legit, the model is sound, and despite what anyone posts they do pay out smoothly and generally timely. Throughout every thread, 2 pieces of advice seem to stand out and could apply to 95% of the complaints you find in this forum: 1)do not deposit money you cannot afford to lose, and 2)you should try being a nice, decent, thoughtful human being when posting your problems in the forum and when trying to get something resolved through/with customer service.

And neither of those apply to me. I can afford to lose the money, and I was respectful until I gave up. I wasn't respectful when I started this thread, but that wasn't to their CSR team, it was a public outing to whoever it is they have doing their marketing here. I was completely respectful when communicating with their CSR team.

But at this point I really don't care. I mean I'm here if they ever decide they want to cash me out, but I think the odds of that are in the range of zero. So in the meantime I'm here to expose their bad behaviour, and I'm going to crap all over them and their shiite operating practices. It's cathartic. I'm fully aware this is not a method that will lead to a positive resolution.

If only one recreational player decides to try out pokerstars or party poker rather than global I'll be happy.

The only ones who have issues cashing out are the people who won't follow instructions...go through what they ask and you can cashout too. Not sure what the problem is. They will even let you black out anything you don't want them to see such as the transactions on your bank account. I simply showed them my account number, name and address along with my license. Simple enough.

Considering they have been operating for 3+ years I doubt the virus is doing anything. There are companies operating on less legal grounds in the US than them. It doesn't seem to be worth the hassle by the government at least not yet and Global seems to have found a legal ground to stand on in addition.

I wasn't suggesting with #1 that you couldn't afford to lose the money, I just think its sound advice. Global Poker has gotten consistently better, especially in the new year. I enjoy playing on it, as do many others, and I have the complete opposite experience. You are entitled to post about your negative experiences, but I feel obligated and compelled to share my completely opposite experience and will continue to do so should you feel obligated to continue on down this road. Better yet, I'd prefer you continue your verification process and resolve the matter, get your $, and then we both enjoy some cards at the virtual tables, GLOBAL POKER virtual tables. Because if I can save at least one recreational player from Party Poker or Poker Stars i would find that cathartic.

People who always defend global are the ones who don't have the problems. So they think everyone else should shut up and not say anything. I been waiting two weeks to be verified and keep getting rejected because my bank statement is registered to a po box. I sent them my license and the co owner of the bank accounts license. I sent them bills from my current address etc. Still get told I can't cash out because my bank statement can't come from a pobox. So wish they would have told me that before depositing.

Won a ticket for a tournament that had no others places to use the ticket. Satellite for the same tourney just a different day and seats up for grabs at the same exact ticket cost. It took them 24 hours to respond by then the whole tournament had been played. They basically said they could t convert the sat to one with the exact same cost.

I have had multiple issues that they eventually resolved to my complete satisfaction, including having to provide multiple additional items to complete the verification process. Item after item until they were satisfied, and not once did i internalize it as them trying to mess with me or screw me over. Their a business with rules, some they have to have and some they choose to have. It doesn't make any sense to do anything besides go along to get along.

Or just find another business that doesn't operate this way to patronize. I'll choose option "B".

This entire post is completely false. lol