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PokerStars Casino - Haven't received withdrawal after 13 days

Complaint Info
Disputed casino PokerStars Casino
Reason Delayed payment
Amount £ 344.71
Posted on June 28, 2019

I attempted to withdraw $446.20 on the 14th June but since then my withdrawal has been and is still being reviewed. I checked my emails and found I had to verify my account, in which I did successfully:

Hello ******

Thank you for providing the requested documentation, we very much appreciate your efforts.
We are pleased to inform you that the verification of your Stars Account has been completed
If you have any other questions or concerns, please visit our help page: Help Centre
Thank you for choosing us and we wish you the best of luck!
Stars Verification

More time passed and still no money or contact from the casino and I was still getting the same pending withdrawal message on my account saying that it is being reviewed. At this point I had played some more blackjack and won another $2080, I tried contacting Live chat who said put my case as 'Urgent'.
I then later get an email on Wed 26th of June from custom­erp­rot­ect­ion­@st­ars­acc­oun­t.net asking me to fill out a gameplay feedback survey, so I did in hopes that they would respond to my withdrawal after. Almost instantly after filling this survey I get the following email:

Wed, Jun 26, 3:11 PM (1 day ago)
to me

Hello J***,
I am from the Stars Responsible Gaming Team and wanted to get in contact with you regarding the self-assessment questionnaire you recently completed.
Whilst reviewing your responses, we noted you provided the answer "Rarely" or "Sometimes" to the following questions:
1. Have you spent or bet more than you could really afford?
2. Have you needed to increasingly gamble with larger amounts to get the same level of excitement?
4. When you played or gambled did you often go back on a different occasion to try and win back funds lost?
Before we proceed, could you please elaborate on those answers, and provide further context as to how you view your gambling?
Please note that out an abundance of caution, your account has been temporarily disabled until we hear back from you.
We look forward to your reply.
Stars Responsible Gaming
Do you know that we offer different options and recommendations to help you play responsibly?
For more information on how to use our self-exclusion feature, setting deposit, table and betting limits, please visit our Responsible Gaming page at:
You are receiving this email as a customer of The Stars Group (TSG), who operate brands that are accessed using a Stars Account.
For more information visit: http:/­/ww­w.s­tar­sac­cou­nt.net/

An absolute joke in my opinion not only have I waited over 12 days for my withdrawal but now my account is 'disabled' and I can't use any of their services including Live chat.
Anyway, I responded to the email and I still have not heard back from them, I'm not sure what else to do as they aren't responding to my messages. I have used pokerstars in the past before and no problems, so why now?

Many thanks for the help

Posted on June 28, 2019

Dear @Torallias,

Please make sure to update your complaint accordingly and clarify the total amount of the disputed withdrawal request/s.

Thanks for cooperating the AskGamblers Complaints Team.

Posted on July 1, 2019

Edit: I've had 1 disputed wothdrawal request.

Still no reply from pokerstars after I requested a withdrawal 17 days ago

Posted on August 13, 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 August 21, 2020

Dear PokerStars Casino,

The AskGamblers Complaint Team strongly encourages you to post a public message containing a detailed explanation on the matter, including but not limited to clarifying all the relevant reasons that led to the occurrence of the issue.

Please be notified that, should 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.

Posted on August 24, 2020

Hi Torallias, thanks for reaching out and we apologise for the long delay in our reply. We are sorry to hear you are missing a withdrawal.

After reviewing your account, our relevant team can see that your withdrawal was processed on 15-07-2019.

The team sent you an email with more details about this withdrawal on 12-08-2020.

If you are still missing the withdrawal, please follow the instructions in their email.

Kind regards


Posted on August 24, 2020

Dear @Torallias,

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

  • 137 of 171 resolved
  • 2 days avg response
  • 5 days avg complaint life
  • 2,797 USD avg amount

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