Rizk casino allowed to deposit without documents

[Mr_Slot5]

Go completely overboard with the whole AML thing, noseying into the average player's bank statements yet manage to balls up a basic and fundamental KYC check. Christ

 

[brianmon]

It's all in black and white, No ambiguity...

"from Tuesday 7May, if an operator has not yet verified the name, address and date of birth of any customer, they will need to have completed verification before allowing that customer to gamble. Operators will therefore need to prevent any unverified customer from gambling until they have gone through the verification process."

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[colinsunderland]

Also

Identity verification We will introduce a new licence condition that requires remote licensees to:
• verify, as a minimum, the name, address and date of birth of a customer before allowing them to gamble
• ask for any additional verification information promptly
• inform customers, before they can deposit funds, of the types of identity documents or other information that might be required, the circumstances in which the information might be required, and how it should be supplied to the licensee
• take reasonable steps to ensure that information on their customers’ identities remains accurate.

I think the bolded comments quite possibly apply here

They should have a new tagline:
GIG - thinking they are above the law since time began.

 

[colinsunderland]

Just to balance the scales a little, I just signed up my 5 year old and the account was blocked in seconds

 

[colinsunderland]

then got this

Account Verification

Hello Ellie Rose,

We are writing to inform you of our obligation to verify all UK registered users within 72 hours of account registration.

At this point we kindly ask you to provide us with a clear copy of your national identity card or passport for verification. Your documents can be uploaded directly through the website under "Menu" - “My Account” - “Identification” or e-mailed to [email protected]. If you choose to submit your documents via e-mail we request that the document is less than 5MB and is in one of the following formats: .jpg, .tif, .bmp or .pdf.

Please note that should we not receive these documents 72 hours from registering, your account will be temporarily blocked in line with UK Gambling Commission regulation.

Should you have any queries on this matter please do let us know.


Kind regards,
Rizk Verifications Team



So again proving they have ignored the changes.

 

[chuchu59]

I know there are rules but personally I dont mind if they do not request for documents when I start depositing because I am very eager to play. We need to be wary of casinos that abnormal verification requests eg. a selfie of you holding your ID card or insisting on a passport by saying your id card is not proof of residence.

 

[dionysus]

I know there are rules but personally I dont mind if they do not request for documents when I start depositing because I am very eager to play. We need to be wary of casinos that abnormal verification requests eg. a selfie of you holding your ID card or insisting on a passport by saying your id card is not proof of residence.

on the holding it, I do see the merit in that one; I've seen lots of ID uploads that look like a 2 dimensional object readily made or altered in something as basic as paint..if the demand is to hold it beside you grinning, in front of your house number, then ya, what's the point as they likely can't read the id details anyway

 

[Scott1baird]

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[Scott1baird]

Its the same idea as if you were traveling from the UK to Malta, imagine going through all the check points with just your ticket for the plane, now you would expect to have your passport checked before going on a plane, I can't imagine getting through without a ticket or passport flying to Malta then on the return asking you for a passport only once your back at customs.

 

[Scott1baird]

It doesn't matter a squat what casino you play at, there own terms and conditions mean nothing in the long run, if your allowing players from the UK into your site then the only rules that matter are the UKGC ones they over ride every little rule that casino has. If you think or can prove they are not abiding by those rules report them at first chance. Simple as that. And each country will have there own set of rules for players in that country.

 

[gtpaul]

Just a quick update, account verified for the second time (email appeared in the small hours of the morning)
Still concerning me is this phrase.

"The UKGC updates do not come in use immediately unfortunately, which is why we have requested them now."

Not sure about that, maybe the rep could elaborate.
Oh I forgot there does not seem to be one.

Maybe the senior staff here should address the issues of reps going missing not answering members concerns etc.

 

[Scott1baird]

That's just 100% lies, and should be addressed.

 

[Sebastian - Rizk]

Good evening,

We utilize partial verification based on age and ID that is required by the UKGC within 72 hours after the first deposit. At Rizk this is done electronically via a system called Aristotle that is approved by the UKGC. After a user reaches a certain amount of deposits and/or withdrawals, we require full verification (ID, proof of address, used payment methods) in line with the regulations set out by the UKGC.

Only in cases where the automated Aristotle verification would not find a match, the account would be restricted directly and we would require an ID and a proof of address right away.
Hopefully this answers your questions, please feel free to reach out to us in live chat for a faster help or shoot me your questions here, we are happy to help anyways.

- Sebastian

 

[EkJR]

Good evening,

We utilize partial verification based on age and ID that is required by the UKGC within 72 hours after the first deposit. At Rizk this is done electronically via a system called Aristotle that is approved by the UKGC. After a user reaches a certain amount of deposits and/or withdrawals, we require full verification (ID, proof of address, used payment methods) in line with the regulations set out by the UKGC.

Only in cases where the automated Aristotle verification would not find a match, the account would be restricted directly and we would require an ID and a proof of address right away.
Hopefully this answers your questions, please feel free to reach out to us in live chat for a faster help or shoot me your questions here, we are happy to help anyways.

- Sebastian

Is that you 6th of May????

Mate, it's the 21st of May, where has your group been. See attached new rules in the UK. 72 hours has gone. You must FULLY verify a player prior to any deposit. See attached.

The UKGC doesn't approve anything. Aristotle is a tool for you to abide by your LCCP but it doesn't check Date of Birth and Full names. It checks surname and voters role.

 

[gtpaul]

A reincarnated rep, miracles happen....

 

[EkJR]

A reincarnated rep, miracles happen....

With a Delorean it seems...living in the past

 

[brianmon]

We utilize partial verification based on age and ID that is required by the UKGC within 72 hours after the first deposit.

Those are the OLD rules

The NEW rules are....

From Tuesday 7 May, if an operator has not yet verified the name, address and date of birth of any customer, they will need to have completed verification before allowing that customer to gamble. Operators will therefore need to prevent any unverified customer from gambling until they have gone through the verification process.

 

[EkJR]

Those are the OLD rules

The NEW rules are....

From Tuesday 7 May, if an operator has not yet verified the name, address and date of birth of any customer, they will need to have completed verification before allowing that customer to gamble. Operators will therefore need to prevent any unverified customer from gambling until they have gone through the verification process.

Not sure why we are sitting on a casino forum explaining to a casino operator that new LCCP rules have been in place for 2 weeks. Worrying is putting it mildly

 

[gtpaul]

Those are the OLD rules

The NEW rules are....

From Tuesday 7 May, if an operator has not yet verified the name, address and date of birth of any customer, they will need to have completed verification before allowing that customer to gamble. Operators will therefore need to prevent any unverified customer from gambling until they have gone through the verification process.

Very pleased to know somebody knows the legalities, this man should be working in the legal department.

 

[EkJR]

Very pleased to know somebody knows the legalities, this man should be working in the legal department.

This is a huge concern. These operators wonder why they get fined...actually incredible stuff.

 

[Sebastian - Rizk]

Okay so I might be wrong on this, and if so - I admit my mistake and i'm sorry. I currently work more on the affiliate side so my knowledge of UKGC regulations is not so sharp anymore, but I'll talk with the correct colleagues first thing in the morning and come back to you with clear and correct answers this time.

- Sebastian

 

[gtpaul]

Yes.
Unless issues likes this aThe UKGC updates do not come in use immediately unfortunately, which is why we have requested them now.re brought forward how would the average person would know anything about rules / regulations etc.
Still baffles me The UKGC updates do not come in use immediately unfortunately, which is why we have requested them now.

 

[brianmon]

Okay so I might be wrong on this, and if so - I admit my mistake and i'm sorry. I currently work more on the affiliate side so my knowledge of UKGC regulations is not so sharp anymore, but I'll talk with the correct colleagues first thing in the morning and come back to you with clear and correct answers this time.

- Sebastian

Some bedtime reading for you....

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*section 17

 

[EkJR]

Okay so I might be wrong on this, and if so - I admit my mistake and i'm sorry. I currently work more on the affiliate side so my knowledge of UKGC regulations is not so sharp anymore, but I'll talk with the correct colleagues first thing in the morning and come back to you with clear and correct answers this time.

- Sebastian

Good idea Sebastian and at least you have explained yourself here. Still concerned that the player is being asked for docs 5 or 6 deposits in when withdrawing as well. Line 2 on the attachment I put up earlier states that you cannot do this. So looks like a couple of breaches....

 

[colinsunderland]

Okay so I might be wrong on this, and if so - I admit my mistake and i'm sorry. I currently work more on the affiliate side so my knowledge of UKGC regulations is not so sharp anymore, but I'll talk with the correct colleagues first thing in the morning and come back to you with clear and correct answers this time.

- Sebastian

With respect, and I totally understand why you might have not been informed of the new rules, not working on the customer facing end, why exactly are your support staff giving that exact same story when it is completely wrong?

Why do your T&C's state this

5.7 In the case of GB players, we are also required to prevent any withdrawals until such time as your identity has been verified.

when the UKGC quite clearly states that not to be the case?

Operators should also remember that they cannot confiscate a customer’s funds on the basis that they have not provided ID in time for Tuesday 7 May. Last year the

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established that consumers are legally entitled to money which they have deposited in their account, to winnings made with money they have deposited and gambled, and winnings made from a bonus where the relevant conditions have been met (subject to AML or other regulatory requirements).

 

[Timo0510]

Hello Everyone,

Because u are talking about verification Progress,here is all what u need to know in one clear Screen.Verification Progress Leovegas 3 Days ago

Right bubble -> Me
Left bubble -> Luca Leo Support

We talk quick about Money laundering and why Documents etc needed.

Konversation :

Me : Sure
Me : It doesn't matter from where the Money comes.we good,if we have it,right?

Leo : because u never did a withdrawal we dont need it
Leo : (His professional Answer of my suggestion on top) Does your Supermarket / Warehouse ask your where your Money from?

Me : That statement was great

This show´s clearly that they give a fuck of everything around.Money laundering?Nobody care.Give us the Money and go home.Verification? We got the Money allready...

Just a quick share of experience OC´s Malta !

Cheers

 

[Slottery]

Did read that UKGC new regulations, one thing what catches my eye is that before registration you need to verify, Name, Address, Date of Birth and good to go. In many occasions was mentioned that all verification documents should be requested at an early stage as possible not to make withdrawals pending and take time to player receive funds.

However, there could be a bit clearer statement about proof of payment method, it was mentioned there that it's something many payment providers don't accurately send to the operator and therefore pictures of the card or another method would be needed. Before the player makes a deposit it's kind of mission impossible to know what method is used for a deposit, getting this up to date, a first deposit should maybe then trigger a notification to the player that proof of deposit and withdrawal method are needed before approving any withdrawals. And as always (like in Paysafe) withdrawal must be done to bank account or other method if these are single used coupons, some credit cards don't accept withdrawals (some providers, countries).

This would be one thing to address bit more clearly as now there was mostly used phrasing (not remember and not read it word to word with my morning coffe ("Early stage as reasonably possible or something) and everytime new payment method is used, it should maybe then trigger this notification everytime IF willing to get in stage that these don't cause any details in handling withdrawals.

Also, i believe even 3rd party identification methods are accepted, at some threshold operators do want additional documentation as a picture, when it's coming to large amounts, anonymous payment methods or some other reason they might have to carry additional verification or EDD top of electronical one made in point of registration.

 

[EkJR]

Did read that UKGC new regulations, one thing what catches my eye is that before registration you need to verify, Name, Address, Date of Birth and good to go. In many occasions was mentioned that all verification documents should be requested at an early stage as possible not to make withdrawals pending and take time to player receive funds.

However, there could be a bit clearer statement about proof of payment method, it was mentioned there that it's something many payment providers don't accurately send to the operator and therefore pictures of the card or another method would be needed. Before the player makes a deposit it's kind of mission impossible to know what method is used for a deposit, getting this up to date, a first deposit should maybe then trigger a notification to the player that proof of deposit and withdrawal method are needed before approving any withdrawals. And as always (like in Paysafe) withdrawal must be done to bank account or other method if these are single used coupons, some credit cards don't accept withdrawals (some providers, countries).

This would be one thing to address bit more clearly as now there was mostly used phrasing (not remember and not read it word to word with my morning coffe ("Early stage as reasonably possible or something) and everytime new payment method is used, it should maybe then trigger this notification everytime IF willing to get in stage that these don't cause any details in handling withdrawals.

Also, i believe even 3rd party identification methods are accepted, at some threshold operators do want additional documentation as a picture, when it's coming to large amounts, anonymous payment methods or some other reason they might have to carry additional verification or EDD top of electronical one made in point of registration.

The point was that when verifying it had to be made clear by the casino operator as to what other docs may be required at that point, not at the withdrawal stage. As far as I can tell Rizk have breached verification checks and the secondary non disclosure of required docs for the withdrawals. Honestly cannot say I'm surprised. Whole MT Securetrade group seems to be going to pot.

 

[Slottery]

The point was that when verifying it had to be made clear by the casino operator as to what other docs may be required at that point, not at the withdrawal stage. As far as I can tell Rizk have breached verification checks and the secondary non disclosure of required docs for the withdrawals. Honestly cannot say I'm surprised. Whole MT Securetrade group seems to be going to pot.

As said, i have no insight what they have and what not verified, just thinking could that be a reason that electronic verification would be enough for first stage and then some pictures of documents would be needed. That might be really challenging to know beforehand if there is something more needed as it can depend things like amount of withdrawal (for some small first ones might not be need for anything but when winning very big there might be).

Triggering kind of general notification about need of payment method could be quite easily implemented, just to mention that there is need of proof all used payment methods for deposits and withdrawals (and instructions what is needed from all methods and some players are not aware if they can withdraw back to their card or not as all not supporting it) at some point but that would not be 100% clear to players either and could cause some confusion. Also if some amounts triggers SOW/SOF request, that's quiet harsh IMO start to ask from beginning before it's needed.

I got the point of UKGC and that's how it should go, but when it came to payment method they also agreed casino operators can't in many cases be sure belongs to same person or SOW is triggering, it's kind of mission impossible to make 100% work at the moment. If you use next night new payment method (assume their payments not working all night) and make withdrawal after one hour playing, it just end up that casino operator needs to request additional documents at the point of withdrawal. Right direction but still lot to do with these requirements to make all what they are supposed to.

 

[Scott1baird]

If the so called electoral verification was enough to let him deposit then shouldn't that also have anabled him to withdraw without further verification needed?

 

[Mr_Slot5]

If the so called electoral verification was enough to let him deposit then shouldn't that also have anabled him to withdraw without further verification needed?

Exactly this. Funny that it's always on a withdraw. This sort of crap needs to stop.
If extra verification is needed, do it on deposit attempt.

 

[EkJR]

If the so called electoral verification was enough to let him deposit then shouldn't that also have anabled him to withdraw without further verification needed?

Yes, 100%. They must have changed the automatic verification though as previously it was only used to confirm someone was over 18. Now its obviously adapted to check Names, Date of Birth and Address....does it though....thats the question. I'm sure it will for the likes of Ladbrokes, WH etc but not convinced MT Securetrade can do that at this stage. The support responses and the reps response on here lead me to believe that its not the case and they should have asked for docs before a deposit was made.

 

[EkJR]

As said, i have no insight what they have and what not verified, just thinking could that be a reason that electronic verification would be enough for first stage and then some pictures of documents would be needed. That might be really challenging to know beforehand if there is something more needed as it can depend things like amount of withdrawal (for some small first ones might not be need for anything but when winning very big there might be).

Triggering kind of general notification about need of payment method could be quite easily implemented, just to mention that there is need of proof all used payment methods for deposits and withdrawals (and instructions what is needed from all methods and some players are not aware if they can withdraw back to their card or not as all not supporting it) at some point but that would not be 100% clear to players either and could cause some confusion. Also if some amounts triggers SOW/SOF request, that's quiet harsh IMO start to ask from beginning before it's needed.

I got the point of UKGC and that's how it should go, but when it came to payment method they also agreed casino operators can't in many cases be sure belongs to same person or SOW is triggering, it's kind of mission impossible to make 100% work at the moment. If you use next night new payment method (assume their payments not working all night) and make withdrawal after one hour playing, it just end up that casino operator needs to request additional documents at the point of withdrawal. Right direction but still lot to do with these requirements to make all what they are supposed to.

Yeah but the rules are clear. Regardless of how they verify, docs, automatic or any other method, they still have to do it fully before a deposit is made. They also need to clearly outline any other docs they may need to request from the player at a later date prior to that deposit. They have done neither it seems. There is no other reason as to why they would ask for ID documents when they have supposedly done the ID check already! Maybe a copy of the sides of the card used or a bank statement but to ask for details already verified is not right.

 

[thr0b]

I did read it as electronic verification is sufficient, so long as it’s before withdrawal. And an ID check can be done instantly - I do it daily at work.

It’s ambiguously worded. Almost as if they want operators to fall foul.

 

[gtpaul]

Had a message from Sebastian, apparently it was because I hit the 2k threshold where extra ID checks are in place.

 

[EkJR]

I did read it as electronic verification is sufficient, so long as it’s before withdrawal. And an ID check can be done instantly - I do it daily at work.

It’s ambiguously worded. Almost as if they want operators to fall foul.

The ID check is on specific data now though. Are we saying that data requested was not the same pre May 7th?

I think the rules are very clear.

 

[colinsunderland]

@Sebastian - Rizk what did you colleagues say about why you don't have to follow UKGC rules as other casinos do? I can see in this case it is enhanced KYC but your support have clearly stated you aren't complying at the moment?

 

[Sebastian - Rizk]

Good morning!

So I've been resolving this with our different teams and managed to get the information. Basically we do completely comply with the UK rules of verifying age, address, and date of birth before the players can play, deposit, access free to play games or participate in bonuses. When these are verified (sometimes manually, sometimes automatically) the players can deposit and withdraw as much as they want until they reach our AML/KYC limit, then we require additional verifications.

Unfortunately the customer support agent in question (as did I) had wrong information on this, which resulted to the mess.

Let me know if you have any more questions!

Best,
Seb

 

[Mr.Santoro]

Even the name Rizk sounds suspicious to me.
The better option is to find casinos that are accepting paypal deposits/withdrawls.... much less riskier.

 

[dionysus]

Even the name Rizk sounds suspicious to me.

They actually have a history here of being a very good casino property; one of the best, actually

 

[The Dude]

There is something not quite right with this casino.
Your either verified or not, my deposits were taken without any checks.
Withdrawals are not the same.
Nothing has changed.
How can they ask for more at withdrawal stage, thats what I thought this new UKGC ruling was about. Verify fisrt to stop this happening.

You were jumping to conclusions here - which makes me question the purpose of this thread. Rizk casino is by far one of the most transparent and well run casinos in the business. There are a number of new regulatory policy changes going on, and sometimes you will need to be a bit more tolerant and understanding when it comes to these changes - the industry is in uncharted waters. Starting a thread without a full understanding of what these casinos are dealing with and implementing is not fair - in my opinion.

Did you contact the rep when you started this thread as per the forum rules? Just wondering.

Even the name Rizk sounds suspicious to me.
The better option is to find casinos that are accepting paypal deposits/withdrawls.... much less riskier.

Just goes to show that you do not know the dedication that this casino has had to this community in the past. They have invited a number of members here on several occasions to tour their offices and meet the people behind the casino. They have always dedicated themselves to this player community. Some people in this forum have a very short memory. And Rizk sounds like "Risk" which is something that you do every time you place a bet.

Going back in the time machine. It used to be that casinos would only ask for ID checks when a player was making a withdrawal over a certain threshold like 2K. This was not for player protection but DUE TO PLAYER FRAUD which was rampant in the industry. This went on for years - most security teams took a bit of time to peruse documents - making sure the players were who they claimed to be. So this caused a load of complaints sine most folks are skeptical about the intentions of the casino. People complained about "why don't the casinos check on these ID docs before you deposit?" And that has been the beaten dead horse in this forum going back years.

Players want to play - and they want to play now - at least that is how it used to be. No casino would be viable if they stopped everyone at the cyper-door asking for utility bills etc. Do they do this at Vegas? No. They ask for your ID docs when you hit a jackpot over the threshold? Yes. Unless you look under age, you will never be asked for an ID besides a jackpot win. Go there and find out for yourself.

The online casino industry has traditionally modeled themselves after the Las Vegas casino industry. It is that simple.

Now we have casinos which have set up third party ID detection (which is not all that apparent and relatively new) that is now confirming who you are while you are depositing. So they didn't ask for your ID when you deposited. So what? Don't think that they don't have ways to safeguard their businesses from player fraud and money laundering. That is what this is all about. The UKGC may claim that this is protecting the children and those who should not be gambling. It is not. That my friends is political posturing.

 

[Valhalla]

Now we have casinos which have set up third party ID detection (which is not all that apparent and relatively new) that is now confirming who you are while you are depositing..

I had that happen with the casinos in the same group as Virgin Games - first time I've actually encountered it personally. I really like it as well, and I do wonder why all casinos (at least under UKGC jurisdiction) can't have the same system. No idea what is going on in the background but before my first withdrawal I contacted CS to ask what KYC they needed from me and was told "your email address, home address, and identity have already been verified when you signed up [and made a deposit]".

It's such a simple system, and reassuring that I didn't have to send any sensitive documents over email.

 

[dunover]

I had that happen with the casinos in the same group as Virgin Games - first time I've actually encountered it personally. I really like it as well, and I do wonder why all casinos (at least under UKGC jurisdiction) can't have the same system. No idea what is going on in the background but before my first withdrawal I contacted CS to ask what KYC they needed from me and was told "your email address, home address, and identity have already been verified when you signed up [and made a deposit]".

It's such a simple system, and reassuring that I didn't have to send any sensitive documents over email.

Yeah, the Bookie sites, SkyVegas and Gamesys sites have done this from the year dot virtually - it's perhaps easier for them as they're in the UK and can use those services, whereas it's more problematic for non-UK based casinos. Also could be more expensive, depending on which level of endorsement they are willing to pay for.

 

[Valhalla]

Yeah, the Bookie sites, SkyVegas and Gamesys sites have done this from the year dot virtually - it's perhaps easier for them as they're in the UK and can use those services, whereas it's more problematic for non-UK based casinos. Also could be more expensive, depending on which level of endorsement they are willing to pay for.

Come to think of it, I don't ever remember sending documents to 32Red or Ladbrokes (good old download MG Laddies )
Even if there is a cost, any casino worth their salt should invest in a similar system for automated verification. But they'd rather faff around wasting time, resources, testing player patience...

 

[Bbc19]

I have been using Rizk. I won £250 and got paid out straight away. It's a little frustrating that they are a bit tight with bonuses.
However I think I have been impressed

 

[Sasukdcf]

they did the same to me ( i did post a thread on it)

its the usual BS that they will take your money but not give it out, as they use your withdrawal as a bargaining tool to make you jump through the hoops

i had SoW pulled on my when trying to make a withdrawal.... i sent them business and personal bank statements which i wasnt very happy about and they have refused to accept them as they want a wage slip and employment contract which is hard as i am self employed !!!!

the result was i did manage to circumnavigate the block and withdraw my money even though i had been told i couldnt.... and i havent played there since, although randonmly i did email my VIP rep AGAIN today as i still havent been verified or contacted to be told what more i can do.... but as ever no response....

at that to their wheel of fuck all and i do think they should be sin binned to the rogues gallery as they are not playing fair and not follwing the rules which as they have just been fined £700,000 i think it was (MT secure) is abit dumb

 

[Sebastian - Rizk]

I have been using Rizk. I won £250 and got paid out straight away. It's a little frustrating that they are a bit tight with bonuses.
However I think I have been impressed

Hello and good day Bbc19,

Glad to hear that you got some winnings with us and that the withdrawal process was done quickly and smoothly.

Since the thread is mostly focused on Kyc connected to withdrawals I would like to inform you that documents will be requested at some point in time, usually at the 2000£ deposit or withdrawal mark.

But most of our advisors here at Rizk has KYC training and can, therefore, help you if you need guidance with the documents. We can't always check them right away for you but if you ask nicely I am sure they will try to speed up the process for you.

May the luck be with you in the future and have a lovely week.

Best regards,
Sebastian
Rizk.com

 

[Sebastian - Rizk]

they did the same to me ( i did post a thread on it)

its the usual BS that they will take your money but not give it out, as they use your withdrawal as a bargaining tool to make you jump through the hoops

i had SoW pulled on my when trying to make a withdrawal.... i sent them business and personal bank statements which i wasnt very happy about and they have refused to accept them as they want a wage slip and employment contract which is hard as i am self employed !!!!

the result was i did manage to circumnavigate the block and withdraw my money even though i had been told i couldnt.... and i havent played there since, although randonmly i did email my VIP rep AGAIN today as i still havent been verified or contacted to be told what more i can do.... but as ever no response....

at that to their wheel of fuck all and i do think they should be sin binned to the rogues gallery as they are not playing fair and not follwing the rules which as they have just been fined £700,000 i think it was (MT secure) is abit dumb

Hello and good day Sasukdcf,

I'm sorry to hear that your case hasn't been resolved yet.

Someone will be in contact with you to try and help you finish the verification and SOW process.

I hope that it goes well and I wish you a great rest of your week.

Best regards,
Sebastian
Rizk.com