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PokerStars Casino - Can not verify and support not responding

RESOLVED
Complaint Info
Disputed casino PokerStars Casino
Reason Verification issues
Posted on November 10, 2021

Hello,

I made a new account on Pokerstars, but I missed the 30-days period to verify-I didn't send the needed documents. After a while I decided to try and play again, so I gathered all the documents and send it to the support. There were 3 documents- one with the bank statement from last month, the second one with photo of my credit card with 6 digits hidden and with screenshot from my bank where IBAN can be seen and the last one with the document from Czech point and photo of my ID (both sides). To be fair, I sent it from wrong email at first, so I sent it again from the one my account is connected with.

Previously I was asked to "populate all the money fields in the Real Money Form" which I couldn't have done, because my account has been "frozen". But I believe I have done it before since I made my first deposit before my account was blocked. And for the last mail I sent (see below) from the right email I didn't get any response. The mail was sent on 4.11.2021.


Dear Sir or Madam,

I'm having trouble with my account, I missed the 30-day period to verify, but I would like to verify now. I already sent you all the needed documents (attached in this email as well) from my other email, and I was asked to "populate all the money fields in the Real Money Form". To do so I need to log into my account, but I CAN'T, because the app (or website) won't let me in-a window pops up saying my account is "frozen" and I should contact you (screenshot also attached in this mail). So what shall I do?

Yours faithfully,

<removed sensitive data>

Posted on November 10, 2021

Hello BAMBAS456,

Thanks for reaching and we're sorry to hear this.

After reviewing your account and emails, we see that your emails ended up in the wrong queue. This is why you did not receive a reply.

We've now added them to the correct queue, and we've contacted the relevant team, in order to have your documents processed as quickly as possible. Once this is done, the team will reply to your email. We expect that this will be done within 24 hrs.

Our sincere apologies for the inconvenience and thanks for your patience.

Kind regards

PokerStars Casino.

AskGamblers
Posted on November 14, 2021

Dear @bambas456,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and confirm if you consider the issue resolved. Please note 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 complaint 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.

PokerStars Casino Complaints

  • 189 of 191 resolved
  • 2 days avg response
  • 5 days avg complaint life
  • 3,779 USD avg amount

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