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PokerStars Casino - Stopped communication without payment

Complaint Info
Disputed casino PokerStars Casino
Reason Delayed payment
Amount $ 400
Posted on November 12, 2020

Hi, I am writing my issue with the poker stars.

I withdraw 400 dollars on the 21st of October , in the meantime, my IBAN number on Revolut changed.

I email them after 10 days still without funds on the bank account. I got the answer from them:

Hello Bojan,

Thank you for contacting Stars Support.

We appreciate your contact and we hope you are having a great day

We are sorry to hear that you have not received your withdrawal yet.

We understand that you would like to receive your funds as soon as possible and we can confirm the following withdrawal has been approved:

>Type of card: VISA

>Last 4 digits: <removed>

>Amount: 400.00 USD

>Transaction ID: <removed>

>Approval date: 2020-10-21 16:07:06

>Keep in mind that once we approve a credit or debit card withdrawal, it can sometimes take up to 10 business days (Monday through Friday) for your card issuing company to make the funds available to you.

>Please let us know if you have not received your funds by 04.11.2020. so we can provide you with further instructions and help you locate your withdrawal.

>Should you need any further information, do not hesitate to contact us.

That was the only answer back for almost 20 days. I am emailing them every day. I send them several times my new IBAN number and there is absolutely no one to answer anything back, basically they stopped any communication with me as their customer.!

Posted on November 13, 2020


Thank you for contacting us and our apologies in the delay of our reply.

After reviewing your account, we see that the 10 day waiting period has now passed, the relevant team will review this for you and as soon as they have more information for you, they will reply to your email.

Although we can't give you an exact time frame, we expect you will receive a reply in the next few days.

For now, we wish you a lovely evening.

Kind regards

PokerStars Support

Posted on November 17, 2020

Dear @BjnDrg,

Please let us know if there are any updates regarding your ongoing complaint. In case you fail to respond within the given timeframe, please be notified that we will consider your case resolved and it will be closed accordingly.

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.

Thanks in advance for your cooperation.

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