Hi, Molly4Lunch here. My account got suspended many months back, and I was emailed on Septemeber 12th to send in documents to unblock my account. At the time I was given no reason for my suspension, but have called recently and was told that it is a "routine checkup" to find my source of income.
The documents asked were proof of address and proof of income. I sent both these documents in on Sept 13th and was told that WSOP would get back to me within two days.
After two days and not hearing anything back, I called wsop toll free number (1-866-745-2385) on Sept 15th. They say they're escalating the matter to the top and will get back to me within two days. I call again on Sept 17th, and receive the same news. I call again on Sept 20th, and am told that the matter JUST NOW got escalated to the top.
On Sept 24th, I get a direct line to the a WSOP supervisor (702-207-5160). He mentions how this is the first time the team is seeing my documents and that he will send them to the "financial department". I'm BAFFLED it's their first time seeing my documents. He also promises that 100% guarantee I will get a phone call back on the 25th and he will tell me whether the financial department has concluded their review on my documents. Of course, I never get the phone call on the 25th. I call back Sept 26th, and the person on the phone says a supervisor will call back within 48 hours. I am still waiting on the call back.
It just seems my account suspension is not a priority and I am treated like trash waste.
Here is a timeline of the events
September 12th - WSOP emails me to send in documents to unblock the account.
Septemeber 13th - I send in the docuemtns via
https://cashier-nj.secured-igaming-services.com/. I am told that the WSOP will respond to me in two days.
September 15th - I call 1-866-745-2385 and they say the documents are still under review and that the situation is being escalated to the top. They say I will hear back in two days.
September 17th - I call 1-866-745-2385 again, and they say the same thing as September 15th.
September 20th - I call 1-866-745-2385, and am told that the situation JUST NOW got escalated to the top.
September 24th - I get a direct line to a WSOP supervisor (702-207-5160). He mentions how this is the first time the team is seeing my documents. I am promised that he will 100% call back tomorrow.
September 25th- I receive no phone call back from WSOP supervisor.
September 26th - I call back Sept 26th, and the person on the phone says a supervisor will call back within 48 hours. I am still waiting on the call back.
Please, I am asking your team to do anything in your ability to speed this process up. I have been extremely tilted since this incident has happened, I have no where to play online poker.
What can I do in this situation? I've emailed them, I've called them. It's been such a EXTREMELY frustrating process. Any advice is appreciated