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I had the same problem when I first signed up. Although there was never any mention of me providing any proof of identity either passport, lisence etc.
This company has some sort of Phone number verification security check they do. For me I gave my cell number. 2 days before signing up I was pushed into a pool at a friends house, with my cell phone, screwing up the display screens so I had left it in my room, turned off, for a couple days.
Although they never did put a freeze on my account or anything... I had deposited through an affiliate site and was working on a bonus. Once that bonus was cleared and I tried to cash out however is when my problem arose.
First I get an e-mail stating that my account would be frozen within 24hrs if I did not send a reply to the e-mail or call them from the phone number I provided when I registered. So imidiatly(from work when I read the e-mail) I sent them another e-mail explaining about my phone, enshuring them that it did still work however and that I would call them when I got home.
When I got home checked the e-mail again and saw a reply saying something like thanks for the e-mail we look forward to your call, if it is easier that we call you please provide a time and they would call on the number I provided.
Anyways I turned on my phone and called them at this point to see what the hell was going on. First I had to talk to some operator call center, call director person who then transfered me to credit department after explaining my situation.
After about 1min on hold(faster than I was expecting) I got connected to the *Credit center* I swear I thought I was transfered to the main switchboard for Arabia or something! I mean really WTF! I have no clue what half the words this girl said were!
Eventually I found out that the reason for all this was that they need Phone number verification before they can process a withdrawl. So I agree to let them call me back(Do they not even have call display????Why did I need to call from the registered number then??) to verify the phone number.
Ok so 1min later phone rings and it is the Arabian Lady again. Now Easiest way to describe the rest is to try and relate the conversation to you...
Lady: Ok good, so I see the number works
Me: Ya I know
Lady: So now next question, do you know why more than 400 people play poker from your computer?
Me: WTF?
Lady: Do you know why 400 people play poker from your computer?
Me: Umm... I am the only one that plays poker from this computer.
Lady: Are you in a public place? home PC? other people have access to it?
Me: No it is my own personal PC in the basement of my house and I am the only one that uses it.
Lady: Ok but why do 400 people play poker from your computer?
Me: I just told you, I am the only one playing poker from this computer.
Lady: Well was it a used computer?
Me: No I bought it brand new about 3 years ago.
Lady: But mabey soomeone was using it before you bought it?
Me: No I bought it brand new and it was never used before me.
Lady: Well I have a list of more than 400 people playing poker from your computer.
Me: Oh really? ok well then who are these people? I can tell you right now there is not 4 people that play poker on my computer, let alone 400, it is only me.
Lady: Well it is a big list you want me to list them for you?
Me: Hell yes! WTF! noone plays from my computer
Lady: Do you know XXX who lives in XXX
Me: No
Lady: Do you know blah blah She listed out like 5 people
Me: No I don,t Know any of them and half of them live in the states how do you expect all these people to play from MY computer in Canada??
Lady: Well I don't know it shows they all play from your computer.
By this point I was getting pissed, had no clue what was going on or what she was talking about at all. I then started to question her as she was pissing me off, had no clue what she was talking about, and providing the same useless information time after time.
So I ask her: How do you know they are playing from my computer?? what tells you this?? the IP numbers? location? what?
Her: They all have the same computer id
Me: Computer id? what do you mean
Her: They all play from your computer do you know how this is posible?
Me: That is why I am asking you, like I said many times now noone plays from this computer, this is my first account with you, heck my first online account for money and I have no clue what you are talking about.
By now she can tell I am getting annoyed and I had to refrain myself so hard from ripping into her and telling her to find me someone that could speak english, knew computers, and could tell me WTF was going on.
Her: Ok well there is no other security problems with your account so we will...... *Disconnected*
You have got to be FU***'n kiddnig me! the line went dead! GREAT timing! lol
2 min later she calls back
Lady: Sorry Chris we got disconnected there. Like I was saying we have no futher security issues with your account so it is now verified you can continue playing blah blah blah anything else I can do for you.
Me: Yes tell me why you think 400 people play poker from my computer because I assure you it is only me.
Lady: Because 400 people play from your computer
Me: *Sigh* Ok where are you getting this information from? When I made a deposit? when I signed up? when I made a withdrawl? what?
Lady: Your computer id
Me: I don't understand. Mabey it was from the deposit because ....... *Disconnected*
SOB! WTF! OMG!
So I start to write an e-mail list out most of what I said here bar the conversation part and basically say at the end that the conversation was disconnected twice and I really just want to know that my money is safe, the account is verified and that my withdrawl is going through ok.
I get a call back mabey an hour later from a guy this time. Explain to him what happened and about the 400 people thing. He checks the account, says Yes I do see that blah blah blah. How did you make your deposit?
Me: It was a promotion through a website where they deposited money for me into the account.
Him:Well that makes sense, and that shows why there are 400 other names linked to this as they probably recieved the same promotion.
Then it was just the formalities of him saying bye, thanks for playing, and reashuring me that my account is now verified and that I didn't need to do anything else.
The withdrawl went through about 2hrs later mabey less, I didn't check till about then. Funny thing is I actually liked playing poker on this site and had fairly good success, and the bonus was super easy to clear. But after the service I received there is no way I will be coming back to this site for any reason! I wouldn't know what to do if I ever needed to talk to support again!
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