Efi Shlomo and Winner Poker froze my acc, won't respond to me.
TLDR: Efi Shlomo and Winner poker locked my account
-
- They didn't bother to tell me
- They didn't give me a reason why
- They requested documents
- I've sent in documents multiple times, in every way they asked for
- Every time I sent in the documents they asked for I received a reply with an excuse of why they didn't work or needed to be presented in a different way.
- I continue to send in my documents, over and over
- They have since just stopped responding to my emails entirely
- My balance is about ~$60k, I'm not exactly sure the state of their business but seems reasonably possible they are just trying to rob me.
cliffs: Probably don't play there, your player balance is not safe.
Sometime in April of this year my Winner Poker account was locked. They didn't bother to contact me. I wasn't playing much poker at the time so I didn't find out until May. I found out about it and emailed them my documents. I received this email back on May 21st.
"
Dear Ryan Fee,
Thank you for contacting the Winner Poker Customer Support Team.
Please be informed that we cannot access the links that you have sent us. Please send us an email containing you document attachment.
As part of our security process, we require the following documents to be sent:
1. Valid photo identification (e.g. passport or driving license).
The ID must display the following
• Photo
• First and last name
• Billing address as registered in the account
• Birth date
• Expiration date (if one is not present on the document please specify)
• Signature
In the event that the address present on your identification document differs from the address registered in your account, you will need to provide us with a utility bill or a bank statement displaying the registered address.
The document must display the following
• full name and the address as registered in your account
• Company logo (displayed clearly)
• Date (within a three(3) month period)
We suggest that the documents are sent as e-mail attachments to [email]support.poker@winner.com[/email] by scanning them or photographing them with a digital camera. . Please make sure that all edges of the documents are visible and it is taken in a well-lit environment. Take note that the content should be readable and clear.
Please enclose your username when sending your documents to assist us in locating your account.
Please do not hesitate to contact our support team 24hrs a day, 7 days a week.
Winner Poker Customer Support Team"
Ok, the links I used didn't work. No Problem, I sent my documents in attached soon thereafter.
They then emailed me back saying my documents were insufficient, that they needed to be
"Additionally, the documents sent must be:
• CLEAR and READABLE
• a full document showing all 4 corners (letters, pay slips/stubs, folded paper, envelopes and partial sections are unacceptable)
• in either jpeg, adobe, tiff file formats
• less than 1MB (if sent as an e-mail attachment).
"
Ok fine, I sent them another copy of my passport. I receive this email on May 26th
"Dear Ryan Fee,
Thank you for contacting the Winner Poker Customer Support Team.
We have received the copies of your passport and proof of address. However, we cannot accept the copy of your passport. As stated on our previous email, we require a photo-captured copy of your passport showing all the edges or corners of it. Regarding your address, we have forwarded it to our relevant department. We will inform you as soon as we hear from them.
Please do not hesitate to contact our support team 24hrs a day, 7 days a week.
Winner Poker Customer Support Team"
Alright, fine. I sent another copy of my passport with a different scan.
Again on May 26th I now receive this email after sending in another passport photo.
"Dear Ryan Fee,
Thank you for contacting the Winner Poker Customer Support Team.
Thank you for taking time in sending your document.
We have updated some of the information in your account with the use of your ID. On the other hand, we are still waiting for your POA. Please note that it should be photo captured with all edges shown and the details must be clear. Also, it should be within 3 months.
We appreciate your cooperation on this matter.
Please do not hesitate to contact our support team 24hrs a day, 7 days a week.
Winner Poker Customer Support Team"
So now out of the clear blue my proof of address documents are insufficient, despite being fine in the last two emails. I resend all my documents in and am ignored until June 10th when I receive this email.
"Dear Ryan,
As you may have noticed, your player account with Winner Poker has been frozen. This is the result of enhanced security measures regarding personal identification information provided to us by players.
We would like to resolve this problem as soon as possible and release your account.
In order to make this possible, please send us a notarized ID and a proof of address from the old or the new address. Please send the required documentation to [email]docs.poker@winner.com[/email], or to [email]support.poker@winner.com[/email]. We would also like to request that you send us these documents via post, on the physical address provided below.
Winner Poker
14th Floor Yuchengco Tower 1, RCBC Plaza
Senator Gil Puyat Avenue corner Ayala Avenue,
Makati City, Philippines
Should you have any questions or concerns, please do not hesitate to contact the Winner Poker Support Team.
Email: [email]poker@winner.com[/email]
Toll Free (Canada)
Phone: Canada: 1-888-402-2057 UK: 44-800-0664-380
Fax: Canada: 1-877-800-9874 UK: 44-800-0664-384
International
Phone: +6327567877
Fax: 632-756-7853
Best regards,
The Winner Poker team
http://www.poker.winner.com/
It's in Your Hand!"
Which is completely absurd. I've played online for 6 years and never had this many complications trying to send in documents. Now I have to get my documents notarized and sent to the Philippines on my time/dollar.
Sometime in early July/late June I get around to notarizing and sending my documents off. I email them and post mail the notarized documents. Both the email and the physical documents are completely ignored by winner for about two weeks, at which point I send them the UPS tracking code to prove they received a document.
Another two weeks goes by. My affiliate contacts Efi directly. He says that my documents are insufficient because my bank account is too new (which is ridiculous I've had it since mid 2011). I sent in proof of my bank statement from early 2012. I have not received a response. At this point Winner and Efi are straight ignoring me and my affiliate. We've both emailed them and received no response.
I don't really know what to do other than out them. Basically they are seemingly very scummy and/or incredibly incompetent. I can't really advise anyone playing there, you shouldn't have to worry about being robbed if you deposit and play on an online poker site.
gl
Ryan
