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PokerStars Casino - Ongoing account verification process with no responses

RESOLVED
Complaint Info
Disputed casino PokerStars Casino
Reason Verification issues
Amount € 1450
Posted on November 12, 2020

Hey,

I joined the PokerStars few weeks ago and I played couple slots and few blackjack hands. At the end I got lucky and got my account balance to 1450 euros and decided to withdraw my winnings. I requested withdraw 26.10. and soon after 29.10. I received an email that my account was restricted and was waiting my verification. Shortly after receiving the email I took a photo of my driving license and downloaded my bank statement and sent them to PokerStars.

Since I did not hear anything from them over a week I decided to write them and ask if my documents were received. I received an email later on that day and I was told the documents were at the relevant department. Days went pass and still nothing about my verification process. Few days ago I wrote them another email and asked to get a timeframe how long it might take to get my account verified. I haven't heard anything from them since my first email I sent them.

Today I wrote them yet another email and also joined here in hope of getting some help. In my opinion the time I have been waiting for getting my account verified is not reasonable. While writing this I received a reply for my earlier email and they say my document are pending review with our team. It is frustrating since I completed two verification processes last month at different casinos and both of them took maximum of 72 hours.

At the moment all I can do is wait and hope the process will be completed and/ or people here can shed some light to my problem.

Posted on November 13, 2020

Hello NEISEIYER,

Thank you for contacting us and our apologies in the delay in handling your documents.

After contacting the relevant team for you, we see that your documents have now been processed and that your withdrawal has been approved. You will have received an email, with more information about your withdrawal, please review the inbox of your registered email address.

Our apologies for the inconvenience and if you have any further questions, please contact us via the Help button on the website.

Kind regards

PokerStars Support

Posted on November 16, 2020

Verification was completed almost immediately after this complaint went up. This morning (16.11.) I received an email that the withdraw was processed and the money was on the way. I wonder had I not open this complaint how long would have the verification took. Anyhow, atleast the withdraw time was on point, since it took ~72 hours to process my withdraw.

ps. Money is already in my bank account. In my case it appears I received better customer help here than what I had in Pokerstars.com. Maybe it's time to improve onsite customer support if my case wasn't one off.

AskGamblers
Posted on November 16, 2020

Dear all,

As apparent from the submitter's latest post, the AskGamblers Complaint Team is pleased to announce the case has been resolved and closed.

We thank both parties for their assistance during the complaint process.

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