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PokerStars Casino - Already verified but still no reaction and no withdrawal

RESOLVED
Complaint Info
Disputed casino PokerStars Casino
Reason Verification issues
Amount $ 2797
Dee4-Music Netherlands Message
Posted on September 4, 2020

So i played with this pokerstars account for a while. I deposit a lot (thousands of euros) and never had winnings and requested an withdrawal. The account was made a couple of years ago then i deposit with my bank account at that time. But nowadays its an old bank account number wich doesnt work anymore and i send multiple times an email to pokerstars for changing my bank account number with no response.
So now i deposited with paysafecard and moneybetter.
My account was years ago verified and 3 months ago they ask me to do it again. I send them my passport and bank statement per email. Never got an reaction. Then 2 months ago there was an challenge to earn 100 dollars if you verified, so again (cause of no reaction) i send my verification. After a couple of days i completed my challenge and revieved 100 bucks. So again my verification is succesfull i thought.
Now after a lot of money spend on PokerStars i finally won 3000 dollars. (Much more spend than won!) I wanted to withdrawel 2797 dollars to my muchbetter account, because theres still my old bank account number in my account!
After a couple of days i again revieved an email that they need verification and that the withdrawal is on hold. I already completed verification but again i upload my document on the app and also send them another email with my documents.
So i never get any reaction back from pokerstars! I uploaded 5 times all the requested documents and still didnt get my withdrawal.
Please help me askgamblers to get my withdrawal money. It isnt fair that i can deposit so much money on PokerStars but if i win a little bit of money back they dont pay me!
I hope in this way to get finally a reaction of pokerstars wich i never got. And i hope that we soon can fix this problem and get my money.

Greetings, dennis

Posted on September 6, 2020

Hi Dee4-Music,

Thank you for contacting us and we are sorry to hear this.

After reviewing your account, we can see that your documents were processed and that the withdrawal you requested on 31-08-2020, was processed not long after your documents were accepted.

This was done on 05-09-2020, to your MuchBetter account, we also see that you received an email with more information, about your approved withdrawal.

Please note that, due to the situation with the Covid-19, we are receiving many more contacts than normal and that this has affected our response time.

Thank you for understanding and have a nice Sunday evening.

Kind regards

Anke
PokerStars Support

AskGamblers
Posted on September 7, 2020

Dear @Dee4-Music,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and let us know if you have received the disputed payment. Please be notified that, in case you fail to respond within the given timeframe, we will consider your case resolved and it will be closed accordingly.

Please keep in mind that, as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaints system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.

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