party poker security

    • Jim4rdo
      Jim4rdo
      Bronze
      Joined: 03.10.2010 Posts: 1,252
      Just checking this is normal? (as in the people who are sending it, pay pro, not asking for ID)

      Was gonna email the PP support but since I can't find the live chat guessing it's quicker to ask since you guys will probably know.

      Dear .

      To maintain the security of your . account, we request you to provide us with a copy of a government issued photo ID for security reasons. This can be a driver's license, passport or national identity document. Kindly send the document within 72 hours to avoid account suspension.

      You may email your document as a scanned file or digital photo to efax@pay-pro.com. We accept files in .jpeg, .bmp and .tif formats.
      Alternatively, you may also fax the document requested to the fax number(s) given in the link mentioned below.

      Please make sure your Account name and the required information* appears clearly on any faxed document.

      Your documents will be held in a secure database and will only be made available to a specialist team.

      If you have any further questions please click on the link below for details to contact us:
      https://secure.pay-pro.com/faq/faqHome.action?page=faq_contactus_rmc&ul=en

      Thank you for your cooperation.

      Sincerely,

      Credit Team
      Pay - Pro

      * Please include your full name, telephone number and account name with all documents sent.

      # "Pay-Pro is the cashier service provided by the companies within the PartyGaming group responsible for the payment processing of all transactions related to PartyGaming's real money products and services".


      I see what it says at the bottom about pay-pro being part of partygaming, but again, just want to check :)

      Thanks!
  • 57 replies
    • IngridN
      IngridN
      Bronze
      Joined: 02.03.2011 Posts: 12,162
      Hi there Jim4rdo,

      How are you?

      I must say I'm not sure.

      Although asking for identity check is somewhat became a regular procedure and is almost mandatory in every poker room.

      Maybe the others will be able to give you some more info. I'll also ask our key account managers tomorrow and get back to you.

      Ingrid
    • Jim4rdo
      Jim4rdo
      Bronze
      Joined: 03.10.2010 Posts: 1,252
      Ahh not too bad! How about you?

      Yeah, I was expecting to be asked for security, just a bit wary since it's not actually from PartyPoker :x

      If you could get back to me that would be great, thanks Ingrid! :)
    • bjela
      bjela
      Bronze
      Joined: 11.06.2010 Posts: 1,012
      Pay-pro is the company that does all the cashier/security stuff for party poker, so everything should be fine.
    • IngridN
      IngridN
      Bronze
      Joined: 02.03.2011 Posts: 12,162
      Originally posted by bjela
      Pay-pro is the company that does all the cashier/security stuff for party poker, so everything should be fine.
      Yes^^, its a standard procedure Jim. :)

      Make sure your copies are clear and nothing is blacked out IMO.

      Let me know if any problems.
      Ingrid
    • Jim4rdo
      Jim4rdo
      Bronze
      Joined: 03.10.2010 Posts: 1,252
      Cheers guys, just wanted to be sure!

      Will send it on now :)
    • Jim4rdo
      Jim4rdo
      Bronze
      Joined: 03.10.2010 Posts: 1,252
      Dear Jim,

      Your Jim4rdo account is temporarily suspended as we have not received the document we need to complete our security check.

      To reactivate your account, we request you to provide us with a copy of a government issued photo ID for security reasons. This can be a driver's license, passport or national identity document. Kindly send the document at your earliest convenience.

      You may email your document as a scanned file or digital photo to efax@pay-pro.com. We accept files in .jpeg, .bmp and .tif formats.
      Alternatively, you may also fax the document requested to the fax number(s) given in the link mentioned below.

      Please make sure your Account name and the required information* appears clearly on any faxed document.

      Your documents will be held in a secure database and will only be made available to a specialist team.

      If you have any further questions please click on the link below for details to contact us:
      https://secure.pay-pro.com/faq/faqHome.action?page=faq_contactus_rmc&ul=en

      Thank you for your cooperation.

      Sincerely,

      Credit Team
      Pay - Pro

      * Please include your full name, telephone number and account name with all documents sent.

      # "Pay-Pro is the cashier service provided by the companies within the PartyGaming group responsible for the payment processing of all transactions related to PartyGaming's real money products and services".

      but;


      from James Bell ****@gmail.com
      to efax@pay-pro.com
      date Fri, Jul 1, 2011 at 1:32 PM
      subject Authentification
      mailed-by gmail.com Jul 1 (3 days ago)

      That one was sent along with documents ^

      Great job partypoker, you've excelled yourself. Didn't even get a reply from them to say they needed more, or to say it didn't work etc. Just blocked =.= And i checked the photos, both clear and showing all the data, in the correct format.
    • IngridN
      IngridN
      Bronze
      Joined: 02.03.2011 Posts: 12,162
      Hi Jim

      I'm looking into your case. Any clue you can give me why this happened?
      Now is the time to state any dirty details :D

      Ingrid
    • Jim4rdo
      Jim4rdo
      Bronze
      Joined: 03.10.2010 Posts: 1,252
      Thanks ingrid!

      Haha, nope, afraid not!

      This was what I mailed them:

      from James Bell ***@gmail.com
      to efax@pay-pro.com
      date Fri, Jul 1, 2011 at 1:32 PM
      subject Authentification
      mailed-by gmail.com
      hide details Jul 1 (3 days ago)
      Hi,

      I had the email from you asking for ID proof.

      I've uploaded it, my account username is Jim4rdo . Hope this is enough :)

      Let me know if there are any problems.

      Thanks



      And with it were the attachments of both sides of my driving license in jpeg format.

      So not sure really what else I was meant to do! I sent them another mail this morning saying why was it blocked, I sent you an email on the 1st of july.

      But they haven't responded to that either, so I'm guessing they're just a bit slow on the case!
    • tcs35
      tcs35
      Bronze
      Joined: 31.01.2009 Posts: 3,583
      I got this, sent the documents they replied 3 days later saying they have forwarded it to the right department and it will take another 4 working days to unlock my account :)
    • IngridN
      IngridN
      Bronze
      Joined: 02.03.2011 Posts: 12,162
      OK Jim,

      Here we go:

      "I’ve checked this with the relevant teams – they confirm that no documents have been received from this player yet, in fact, the player has never been in touch since his account has been put on hold.

      You can advise the player to email his documents to efax@pay-pro.com and once done, he can call them directly to enquire the status of his account. "

      Makes sense? Can you send in the documents once more to that email address please?

      Ingrid
    • Jim4rdo
      Jim4rdo
      Bronze
      Joined: 03.10.2010 Posts: 1,252
      Hey Ingrid,

      Well unfortunately it doesn't really make sense, since I have emailed them the documents, and another further email to check they got them. And I copied and pasted the email address you posted there, and it's exactly the same as the one I used to the previous two occasions!

      However, tisn't your fault, and thanks for looking into it for me, and I've emailed them again with the photos, and will let you know any update :D

      thanks again ingrid :) :f_love:
    • Jim4rdo
      Jim4rdo
      Bronze
      Joined: 03.10.2010 Posts: 1,252
      Hmm, still nothing from them ;x
    • IngridN
      IngridN
      Bronze
      Joined: 02.03.2011 Posts: 12,162
      Hey Jim,

      Any news since? Just saw your ticket which you sent me but I wanted to check if the issue is still on?

      Let me know here :club:
      Ingrid
    • Jim4rdo
      Jim4rdo
      Bronze
      Joined: 03.10.2010 Posts: 1,252
      Absolutely zero from them :(
    • IngridN
      IngridN
      Bronze
      Joined: 02.03.2011 Posts: 12,162
      Originally posted by Jim4rdo
      Absolutely zero from them :(
      :facepalm:

      Let me see what I can do.

      Ingi
    • Jim4rdo
      Jim4rdo
      Bronze
      Joined: 03.10.2010 Posts: 1,252
      Thank you so much :)

      It's just I'm not sure what else I can do, I've emailed both of the addresses, more than once, and sent the documents twice :\ And they aren't going to my spam, because there first ones came through. Also google says that they sent...

      And I don't really want to ring their number because I'll have to pay for that which seems a little wrong since they could email me back!

      Thank you again!
    • IngridN
      IngridN
      Bronze
      Joined: 02.03.2011 Posts: 12,162
      Still checking... just updating you Jim.
    • IngridN
      IngridN
      Bronze
      Joined: 02.03.2011 Posts: 12,162
      You've sent the documents from your gmail account right? (same as registered with in our system) ?
    • Jim4rdo
      Jim4rdo
      Bronze
      Joined: 03.10.2010 Posts: 1,252
      yep, sent them twice from the same one as is registered on your system :)