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PokerStars Casino - Documents still not verified after 20+ days

REJECTED
Complaint Info
Disputed casino PokerStars Casino
Reason Verification issues
Posted on June 7, 2019

the first time i sendt in the documents that was needed(i thought). after 1 week i got an answer that they needed one more document, wich i supplied the same day on both email that said they needed it plus i added it on my account. the following week i continuesly contacted them (4 times) on the chat option wich pops up when you deposit or withdraw always getting the same answer: the documents are with the responsible team, i can't help you. eventualy they remooved the chat option for my user. It has now been 20 days and it still has not been verified. Offcourse during these 20 days i have played but only to loose all winnings that i was trying so hard to withdraw.

AskGamblers
Posted on September 7, 2020

Dear all,

Kindly be notified that this complaint is being reopened following the declared willingness on behalf of PokerStars Casino management to do everything within their power to resolve their outstanding AGCCS cases. The AskGamblers Complaint Team will gladly assist by giving any of these old cases an additional chance for a successful resolution.

Posted on September 7, 2020

Hi Bdda123,

Thank you for reaching out and our sincere apologies for the late reply.

After reviewing your account, we can see that the copy of the front of your ID was missing.

However, you asked us to close your account, shortly after we requested the missing document.

Should you wish you to play again, you can request us to reopen your account, but we will still need a copy of the front of your ID.

Should you have any other questions, you can contact us via the Help button on the website.

Kind regards
PokerStars

AskGamblers
Posted on September 7, 2020

Dear @Bdda123,

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

Kindly note 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.

Should you fail to update your complaint within the specified timeframes, we will have no other choice but to reject the case and recommend you to forward it to the relevant regulatory body instead.

Thanks in advance for your cooperation.

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