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PokerStars Casino - Casino has not paid out my winnings for six months

UNRESOLVED

Complaint Info

Disputed casino

PokerStars Casino

Amount

$ 2000

Posted on October 17, 2023

Hello!

My PokerStarsCasino username : < username removed >


After playing slot games on the PokerStars Casino website, my winnings amount to more than 2000 dollars

I was asked for documents to verify my account. All the requested documents I provided six months ago.

I was patient for two months, but did not receive any answer or money.

Then I wrote a complaint to the PokerStarsCasino and soon received the following response ( Jun 6, 2023 ) from a representative named Alex. The letter read as follows: Hello Iurii, I can confirm that we already have all the requested documents from you. As far as I can see, your case has been properly escalated to the appropriate team who will be reviewing your account.

I received another letter from Dan, two months later (Aug 16, 2023 ). The letter read as follows: Hello Iurii, In order to consider your Withdrawal request we will need you to first confirm the payment method you would like the funds to be sent to.

I sent all the details and profile photos of the Neteller payment system wallet.

Six months have passed and I have not received my winnings. Please help me solve this problem.


Best Regards,

Iurii

AskGamblers
Posted on October 19, 2023

Dear PokerStars Casino,

Please let us know if there are any updates regarding this ongoing complaint.

Please note that, in case you fail to respond within the given timeframe, we will consider your case unresolved and it will be closed accordingly. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

Thanks in advance for your cooperation.

Posted on October 19, 2023

Hello GASIKLOL,

Thank you for reaching out and for providing the requested documents.

As previously provided documents were not accepted, the relevant department will contact you via email once they review the new documents you provided recently.

Your understanding and patience are highly appreciated.

Kind regards
PokerStars Casino

Posted on October 19, 2023

Hello PokerStarsCasino !

I provided all documents quickly ! It's your fault that the process took six months.
For example, a document that was not accepted is a telephone bill (was sent on August 16) , you asked for another utility bill after one month ! ( the electricity bill was sent on September 16 )
Another month has passed and you have requested other documents , which I provided on October 9.
Everything you asked to send, I have successfully provided by email the following : passport photo , selfie with passport , several utility bills , payment system profiles .
Six months have passed and I have not received my winnings.

Best Regards,

Iurii

Posted on October 20, 2023

Hello !
I received an email from Stars today
I was asked to provide a selfie with My ID . This document was successfully sent by email.

AskGamblers
Posted on October 23, 2023

Dear PokerStars Casino,

Please let us know if there are any updates regarding this ongoing complaint.

Please note that, in case you fail to respond within the given timeframe, we will consider your case unresolved and it will be closed accordingly.

Thanks in advance for your cooperation.

AskGamblers
Posted on October 26, 2023

Dear all,

This complaint has been reopened as per PokerStars Casino request and the AskGamblers Complaint Team would like to give it one more try and help both parties involved into the dispute reach a satisfactory resolution.

Posted on October 27, 2023

Hello GASIKLOL,

Thank you for sending us a document.

We can confirm that it has been received and forwarded to the relevant department for their review.

We understand that you'd like to solve this quickly. However, the relevant department needs to look into the situation in detail, and this affects time frame needed for a resolution. Rest assured you will be contacted as soon as the review is complete.

Please kindly keep an eye on your inbox for further updates. Thank you again for your patience.

Kind regards
PokerStars Casino

Posted on October 29, 2023

Hello !

My withdrawal was not processed !
The selfie with my id was sent ten days ago ( october 20, 2023 )

AskGamblers
Posted on November 1, 2023

Dear PokerStars Casino,

We respectfully request that you provide a timeframe for the conclusion of the investigation, considering the duration of time that has already passed. Without a defined timeframe, we regret to inform you that we may need to consider closing the complaint as unresolved until such time that the investigation is completed. After the investigation is finished, feel free to ask for the complaint to be reopened.

Thanks in advance for your cooperation.

AskGamblers
Posted on November 25, 2023

Dear all,

This complaint has been reopened as per PokerStars Casino request and the AskGamblers Complaint Team would like to give it one more try and help both parties involved into the dispute reach a satisfactory resolution.