Worst support at WPT Global

[finaltable1]

I've asked to change my registration email... because their mail server does not accept emails from @mail.ru - emails that I send keep coming back to my imbox undelivered. So i've asked to change my registration email to my skrill gmail email address which I use frequently at WPT Global...

- They've blocked my account.
- They've asked me to answer 15 security questions, which I did.
- They've asked me to send photos of my documents, selfie e.t.c which I did.

BUT!

- They are unhappy with utility bills at my name, because they have to be during past 90 days and they state that they can't verify my address!

I don't have such utility bills, I mean paper ones, most of the bills in my name are electronic, I only get once-a-year paper bill from City Hall.
WPT support rejected photos of paper bills in my relatives name, who is owner of the house - we have the same last name... I pay these bills, but they are sent to the name of the owner of the house.... At some point support representative told me to send ANY uility bill in myu name at my registration address - which i did - it was last years bill... when they received it - they've added that it must be within past 90 days...

Then they also rejected photo of my passport, where they can see my address!

Can you imagine this? TO PROVE MY ADDRESS I'VE SENT PHOTOS OF ~8 different bills and a photo of my passport and they can't accept it as proof of my address!
They are happy with rest of my documents, ID, selfie e.t.c. but the photo of utility bill paper must be 90 day old or less... What a joke!

Support representative spent approx 3 hours of my time and didnt help me, he or she blocked my account and told me to wait untill spring when I will receive paper utility bill from the City Hall.

Does this sound like a "user friendly poker site"?

 

[Pabloro10321]

Something similar happened to me with PS they just wanted to keep the account and everything was insufficient

 

[Newzooozooo]

On all sites, literally on all sites, if you need to confirm the address and provide a receipt for this, then literally all sites require that the receipt be no later than 90 days old. It's a completely normal requirement, I don't understand what is so surprising to you. Is this your first verification?

 

[finaltable1]

On all sites, literally on all sites, if you need to confirm the address and provide a receipt for this, then literally all sites require that the receipt be no later than 90 days old. It's a completely normal requirement, I don't understand what is so surprising to you. Is this your first verification?

No, ofc, it's not my first verification I'm verified in all of the major poker rooms and some e-wallets. This is the first time when poker site haven't accepted utility bills from my address but not in my name. I mean the Last Name is the same, but the First Name is different. There are actually just two monthly paper bills, rest are electronic bills, and once-a-year city tax bills are also sent by mail... Bank account statement also doesn't show address, I have accounts in 2 banks - both provide card and account statements without address on the paper and refuse to add address to official blanks...

The thing is... As I've mentioned above - I've sent tons of photos of utility bills for this and previous months for the address, in the name of my relative = family member... they have my passport photo where this address is... Passport is a government issued document! They also have utility bills in my name from the last year...

So I've sent passport photo, then a selfie with that page of passport in my hand, 8 utility bills, 2 of these utility bills are like 10 days old... BUT according to WPFT Global = this all does NOT verifies my address.

The most terrible thing is that once again - they've accepted rest of my documents and support representative wasted like 3 hours of my time telling me to try and send them something else, then told me to send ANY utility bill that is in my name at this address, so I've digged to the center of the panet to find a 9 month old bill with tax from the City Hall that I've paid last year, made a photo, sent it, and heard some BS about 90 days again... BUT HEY didn't we just passed it? They sent me a email telling that they see all of the previous photos of those utility bills, passport etc, they understand the situation, and asked me to send ANY utility bill in my name without mentioning "90 days"... when i did it - they're telling me again that it's more than 90 days old...

WTF?

This is the first time when support and rules of the poker site are so D*#MB.

It's like support representative wanted to have some fun or what? I've answered 15 of their questions regarding my account/recent games and so on... and attached 4 photos all in 1 email = nice and easy, AND THEN I've spent 3 hours + sent like 10-12 emails regarding address verification using utility bill that they didn't accept in the very first email.

In short this is how they answer:

It's like - I see it, I can read it, but the photo of one bill is not good, we can't see one corner of the paper... next email - ok we see all corners, but we can't accept it cause it's from the summer... next email - ok all good but these bills are not in your name, next email - ok we understand, but we need a paper bill, a government issued document in your name... next email - address in the passport is not a utility bill(just asked for a government issued document)... next email - please send us any bill in your name at this addresss... next email - ok but this bill is from Ancient Egypt Era(but just told me to send ANY utility bill without mentioning 90 days cause I've explained everything)... and so on... and finally reccomendds me to wait till Spring when I get a new bill from the City Hall, while my account will remain blocked and I won't be able to play... And also my MTT tickets worth of ~$40 will expire...

Amazing!

I just wanted to change email cause can't do that in the App... and contacted support to do that. Ended up with blocked account for some dumb reason or maybe I was dumb when I decided to go green without paper bills and set automatic payments...

 

[acidburnfx]

I don't have such utility bills, I mean paper ones, most of the bills in my name are electronic, I only get once-a-year paper bill from City Hall.

Try to make a declaration of residence registered at a notary's office, because after that, your document becomes permanent. Just take a picture of the paper showing all the edges.

 

[finaltable1]

Easier said than done... It's nearly impossible for me to go to the notary during the day.
I mean - nevermind I can wait till March-April when the CIty Hall will send a paper bill that they send once a year...
But..
Where is the logic?
Support representative received 8 photos of different documents confirming the address... they can clearly see the address in the passport... so where is the logic? They want to confirm - they can clearly see confirmations in bilsl and official PASSPORT...

Why do they need my address after all, they don't sell any merch, so they're not going to ship me anything... And after all - where is the logic of support bouncing me for ~3 hours instead of making a clear declaration in maybe 2nd email, he or she could just say that this is absolute rule, and they can't make any exceptions...

And after all - Let's say that my son has registered with WPT Global, he's not paying any utility bills at all... how can he pass such address verification since they don't accept utility bills in name of the relative? What if it's my wife? They want only the actual house owners to play their app?

I've played WPT Global without any address confirmation and actually without ANY verification for a year, made deposits/withdrawals... they never asked for it.

 

[acidburnfx]

Easier said than done... It's nearly impossible for me to go to the notary during the day.
I mean - nevermind I can wait till March-April when the CIty Hall will send a paper bill that they send once a year...
But..
Where is the logic?
Support representative received 8 photos of different documents confirming the address... they can clearly see the address in the passport... so where is the logic? They want to confirm - they can clearly see confirmations in bilsl and official PASSPORT...

Why do they need my address after all, they don't sell any merch, so they're not going to ship me anything... And after all - where is the logic of support bouncing me for ~3 hours instead of making a clear declaration in maybe 2nd email, he or she could just say that this is absolute rule, and they can't make any exceptions...

And after all - Let's say that my son has registered with WPT Global, he's not paying any utility bills at all... how can he pass such address verification since they don't accept utility bills in name of the relative? What if it's my wife? They want only the actual house owners to play their app?

I've played WPT Global without any address confirmation and actually without ANY verification for a year, made deposits/withdrawals... they never asked for it.

Generally this logic is called bureaucracy with possibly a bad mood in the customer service department on that specific day.

And still in the Terms and Conditions of the website, the platform also highlights some points:

"4.5. We reserve the right to apply restrictions or terminate the accounts where the registered holders have failed to provide the requested documentation within 30 days from the request. Restrictions on Players’ accounts could also be applied until full verification to our satisfaction has been completed."

It is a double-edged sword, in the same way that it serves to obtain a certain order, it can also be inflexible.

 

[finaltable1]

What a amazing poker site this is... thanks for letting me know.

 

[WPT Global]

Easier said than done... It's nearly impossible for me to go to the notary during the day.
I mean - nevermind I can wait till March-April when the CIty Hall will send a paper bill that they send once a year...
But..
Where is the logic?
Support representative received 8 photos of different documents confirming the address... they can clearly see the address in the passport... so where is the logic? They want to confirm - they can clearly see confirmations in bilsl and official PASSPORT...

Why do they need my address after all, they don't sell any merch, so they're not going to ship me anything... And after all - where is the logic of support bouncing me for ~3 hours instead of making a clear declaration in maybe 2nd email, he or she could just say that this is absolute rule, and they can't make any exceptions...

And after all - Let's say that my son has registered with WPT Global, he's not paying any utility bills at all... how can he pass such address verification since they don't accept utility bills in name of the relative? What if it's my wife? They want only the actual house owners to play their app?

I've played WPT Global without any address confirmation and actually without ANY verification for a year, made deposits/withdrawals... they never asked for it.

Hey @finaltable1, unfortunately passports are not an eligible proof of address, just identity. You will need to submit valid proof of address as described by our support team.

We do have fast support in our discord if you need help https://discord.gg/UAmw9Kgh

 

[Cooking]

I know that you maybe not agree, but all poker rooms request the same documents to proof address. They usually accept a bank statement with your address or even a credit card bill, did you try those documents?
I used to have the same problem, so, I decided to put my name on the family phone bill to not have this problem anymore.

 

[Suns of Beaches]

It's absolutely standard that those documents have to be under ur name and not older than 3 months

Most electronic bills come in a pdf format these days so u can send wpt this directly or wait for this yearly city hall document.

How did u verify on other sites? No site I'm aware of accepts utility bills that are not 1:1 under ur full name.

 

[finaltable1]

Hey @finaltable1, unfortunately passports are not an eligible proof of address, just identity. You will need to submit valid proof of address as described by our support team.

We do have fast support in our discord if you need help https://discord.gg/UAmw9Kgh

Hello, thanks for your comment.

Once again, there is no paper utility bill in my FULL name at my address because I am not the actual owner of the appartment, also bank account statement paper has no address on it There are only 3 types of paper utility bills, rest are electronic or there is no bill at all, like for example I'm paying for the landline phone and Internet without any bill at all.

If we objectively check what has happened then we will see that:

1) I've provided several photos of recent (last months) utility bills from my address, they are all in my relatives name, we have the same Last Name, it's my family member...
2) I've provided a photo of last years utility bill in my name - this one is sent to me and paid once-a-year.
3) I've provided a photo and selfie with my ID card which has my address.

How come all of these can't be a "valid proof" of my adddress?

I can provide photos of utility bills for each month of the past year, but they're all in my relatives name, but you can clearly see the address.

I've passed verification on all of the major poker sites like PS, GG, 888 and so on with these same documents - NEVER HAD ANY ISSUES. Well to be honest - I did had a problem once, can't say for sure what poker site this was, but it was resolved with a photo of my passport page showing my address.

It's absurd, cause I'm sending photos of official papers and you can't accept them as offical papers.

Also it's absurd that wptglobal does not accept emails from @mail.ru server - they get returned to my inbox with error code. I've googled for the error code and it says that wptglobal is blocking emails from mail.ru domain... thats the reason why I've asked support to change my email to gmail and thats the reason why this "amazing" verification process has started and ended up with blocking my account for.

 

[finaltable1]

I know that you maybe not agree, but all poker rooms request the same documents to proof address. They usually accept a bank statement with your address or even a credit card bill, did you try those documents?
I used to have the same problem, so, I decided to put my name on the family phone bill to not have this problem anymore.

Yeah, they do request almost the same set of documents, and I had no problems in the past, read my previous post about it...
You know - indeed I can register a landline phone in my name and internet, but our ISP who is also phone company does not provide any bills at all, not even electronic... I do receive paper bills only for electricity, natural gas and garbage and these are sent only in the name of the owner of the appartment/house, and it's not me... it doesn't matter if i'm the one who pays these bills, cause they don't print names on the receipt.

 

[finaltable1]

Hey @finaltable1, unfortunately passports are not an eligible proof of address, just identity. You will need to submit valid proof of address as described by our support team.

We do have fast support in our discord if you need help https://discord.gg/UAmw9Kgh

Hello again,
I'm quite new to discord and have tried to use the link, but it doesn't work.
Is there any other way to join your discord or can you provide another link, or do I need to contact you again over email?

 

[CDNMAN 42]

I've asked to change my registration email... because their mail server does not accept emails from @mail.ru - emails that I send keep coming back to my imbox undelivered. So i've asked to change my registration email to my Skrill gmail email address which I use frequently at WPT Global...

- They've blocked my account.
- They've asked me to answer 15 security questions, which I did.
- They've asked me to send photos of my documents, selfie e.t.c which I did.

BUT!

- They are unhappy with utility bills at my name, because they have to be during past 90 days and they state that they can't verify my address!

I don't have such utility bills, I mean paper ones, most of the bills in my name are electronic, I only get once-a-year paper bill from City Hall.
WPT support rejected photos of paper bills in my relatives name, who is owner of the house - we have the same last name... I pay these bills, but they are sent to the name of the owner of the house.... At some point support representative told me to send ANY uility bill in myu name at my registration address - which i did - it was last years bill... when they received it - they've added that it must be within past 90 days...

Then they also rejected photo of my passport, where they can see my address!

Can you imagine this? TO PROVE MY ADDRESS I'VE SENT PHOTOS OF ~8 different bills and a photo of my passport and they can't accept it as proof of my address!
They are happy with rest of my documents, ID, selfie e.t.c. but the photo of utility bill paper must be 90 day old or less... What a joke!

Support representative spent approx 3 hours of my time and didnt help me, he or she blocked my account and told me to wait untill spring when I will receive paper utility bill from the City Hall.

Does this sound like a "user friendly poker site"?

Maybe it is time that WPT and other sites which are asking for copies of bills get with the times , most of us operate paperless. and our bills are digital...they definitely should accept copies sent via pdf or some other format. Requiring a copy of a paper bill is really old school.

 

[R.Holynskyi]

When you say ‘the worst’, this concept is very relative. I think everything should be evaluated in comparison.
Six months ago, I had a problem with the 888 app. I wrote to them and reported the problem, made screenshots. I received a response only two weeks later. Their representative sent me a letter in which he kindly asked me if I had any other questions. He replied as if my problem had already been solved.
I replied, saying that I had an unresolved issue with the app. Two more weeks passed.
Then, I received an email from their representative, in which he kindly asked me if I had any other questions ?........
..... without comment. The app started working on its own after about 5-6 weeks.

 

[Suns of Beaches]

Maybe it is time that WPT and other sites which are asking for copies of bills get with the times , most of us operate paperless. and our bills are digital...they definitely should accept copies sent via pdf or some other format. Requiring a copy of a paper bill is really old school.

I'm not aware of any site that does not accept pdf format of utility bills. I sent this format everywhere without problems.

Op nowhere stated that wpt would not accept a pdf format. He only stated that he has nothing in his name that is not older than 90 days and the only paper bill he got is once a year.

The problem here is for once not wpt with their ridiculous verification process but rather Op who can't provide all the documents needed. A utility bill on some other name does not cut it, nowhere ever. Same goes for utility bills older than 90 days.

 

[finaltable1]

I'm not aware of any site that does not accept pdf format of utility bills. I sent this format everywhere without problems.

Op nowhere stated that wpt would not accept a pdf format. He only stated that he has nothing in his name that is not older than 90 days and the only paper bill he got is once a year.

The problem here is for once not wpt with their ridiculous verification process but rather Op who can't provide all the documents needed. A utility bill on some other name does not cut it, nowhere ever. Same goes for utility bills older than 90 days.

What you're saying is quite far away from reality.

- first of all in my previous verifications all of the major poker rooms have accepted utility bills from my address BUT not in my name, cause obviously they are in my relatives name = SAME LAST NAME.
- in second I've asked and WPT Global Support rep. clearly rejected my offer to send pdf bill
- in third they've rejected first photos even without reviewing the name - Support rep. stated that "all corners of the paper bill must be visible"
- in 4th - I've provided WPT Gloabl with photos of 3 types of documents that prove my address 1) photo of my passport with my address 2) once a year paper utility bill in my name 3) multiple paper utility bills from previous months.

I think that if someone can't accept all 3 of these as a proof of my address then they have a big problem with how their system or brain functions... Cause you know let's say some youngster who lives with his parents and just turned 18 decides to play at WPT Global and suddenly hits this wall of verification process and he has never paid any utility bills in his life, what is next? Or let's say One of the husbands is the owner of the house and his spouse decides to play at WPT - then what?

Regarding bank paper statements - it's not just my country, but I've asked friends and relatives lifing across EU - some of them also don't have billing address in their bank statements.

And AFTER ALL - how come that the photo of passport page or of a government issued ID card doesn't count as a proof of address?

 

[finaltable1]

When you say ‘the worst’, this concept is very relative. I think everything should be evaluated in comparison.
Six months ago, I had a problem with the 888 app. I wrote to them and reported the problem, made screenshots. I received a response only two weeks later. Their representative sent me a letter in which he kindly asked me if I had any other questions. He replied as if my problem had already been solved.
I replied, saying that I had an unresolved issue with the app. Two more weeks passed.
Then, I received an email from their representative, in which he kindly asked me if I had any other questions ?........
..... without comment. The app started working on its own after about 5-6 weeks.

I can't say the same, 888 support was always fast and friendly, they sometimes respond in 20min over email and maximum was ~6 hours. The only problem with 888 is their delay for verification of withdrawals, as for the rest - I never had any issues with 888.

 

[Suns of Beaches]

What you're saying is quite far away from reality.

- first of all in my previous verifications all of the major poker rooms have accepted utility bills from my address BUT not in my name, cause obviously they are in my relatives name = SAME LAST NAME.
- in second I've asked and WPT Global Support rep. clearly rejected my offer to send pdf bill
- in third they've rejected first photos even without reviewing the name - Support rep. stated that "all corners of the paper bill must be visible"
- in 4th - I've provided WPT Gloabl with photos of 3 types of documents that prove my address 1) photo of my passport with my address 2) once a year paper utility bill in my name 3) multiple paper utility bills from previous months.

I think that if someone can't accept all 3 of these as a proof of my address then they have a big problem with how their system or brain functions... Cause you know let's say some youngster who lives with his parents and just turned 18 decides to play at WPT Global and suddenly hits this wall of verification process and he has never paid any utility bills in his life, what is next? Or let's say One of the husbands is the owner of the house and his spouse decides to play at WPT - then what?

Regarding bank paper statements - it's not just my country, but I've asked friends and relatives lifing across EU - some of them also don't have billing address in their bank statements.

And AFTER ALL - how come that the photo of passport page or of a government issued ID card doesn't count as a proof of address?

Very weird they would not accept a pdf format. The rep told u no pdf at all? Or that the pdf has to match ur name and can't be older than 3 months? The poster beyond was able to verify with pdf.

Also very weird that u were able to verify in all other rooms with bills that were not under ur name. Yes I get it, u and ur relative have the same last name but I always thought rooms only accept bills that match the exact full name.

 

[kunkgreen]

Well, I'll be brief!

WPTGlobal accepted my online supporting documents, no problem! My digital bank statement was enough.

I've had similar problems... Actually, it was in other rooms.

But for the same reason.
I only have online bills.

My household bills are in the name of third parties.

Anyway, I shouldn't say that.
But I avoided the headache of trying to explain this to the poker sites and just edited a PDF document of my own electricity bill, changing only a few elements like the name.

I don't think it's something 'legal'... It sounds like document forgery. But they definitely won't listen to your explanations and only released the account after a document that is accepted.

No matter how many obvious things are said, such as the same surname on the residential account.

I believe it has something to do with the regulations...
I tried to explain it and gave them dozens of receipts that were not 'valid'.

Everything was resolved after the PDF. No headache, no regrets!

 

[finaltable1]

Very weird they would not accept a pdf format. The rep told u no pdf at all? Or that the pdf has to match ur name and can't be older than 3 months? The poster beyond was able to verify with pdf.

Also very weird that u were able to verify in all other rooms with bills that were not under ur name. Yes I get it, u and ur relative have the same last name but I always thought rooms only accept bills that match the exact full name.

Yep, no digital bills, only a photo of paper one, and later they've rejected my first photos, because "all corners must be visible"

Regarding verification in other rooms - There is nothing "weird" about it. They always request a set of documents, maybe even ask for a photo of bank card (covering mid numbers) so when I send them photos of bills together with photos of passport or ID card that has address on it , then what's the problem? Support can clearly see that address in the passport matches address in the utility bills and the same last name in all of the bills.

It's weird to me that I've sent a ton of photos of different offical documents that can verify my address. I mean... one type of bills that i've sent was 12 days old, but not in my full name, other type of bills was in my name but it's 8 months old , and 3rd type is photo of my passport with address in it... BUT their problem, which is my problem now is that everything, I mean all of these "requirements" must be printed on ONE PIECE OF PAPER...

 

[finaltable1]

Well document "forging" isn't a legal move...

 

[Rmi]

I decided not to play in that room anymore, since you can't notice the players or identify them with color. Not to mention that the format of the room is not to my liking

 

[neverbluff0799]

Well, I'll be brief!

WPTGlobal accepted my online supporting documents, no problem! My digital bank statement was enough.

I've had similar problems... Actually, it was in other rooms.

But for the same reason.
I only have online bills.

My household bills are in the name of third parties.

Anyway, I shouldn't say that.
But I avoided the headache of trying to explain this to the poker sites and just edited a PDF document of my own electricity bill, changing only a few elements like the name.

I don't think it's something 'legal'... It sounds like document forgery. But they definitely won't listen to your explanations and only released the account after a document that is accepted.

No matter how many obvious things are said, such as the same surname on the residential account.

I believe it has something to do with the regulations...
I tried to explain it and gave them dozens of receipts that were not 'valid'.

Everything was resolved after the PDF. No headache, no regrets!

Lets all tag WPT Gobal..Just kidding