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PokerStars Casino - Withdrawal set on pending for weeks

RESOLVED
Complaint Info
Disputed casino PokerStars Casino
Reason Delayed payment
Amount $ 923.21
BolPlecow96 United Kingdom
Posted on December 16, 2019

Hi. I was playing on poker stars casino pretty much every day for the past few weeks. Initially, my brother has won some money on it and he has sent me a gift of $50 when I lost what he has sent me another $200 and I have paid myself about $550 myself. I have won about $1600 playing casino and tried to withdraw $1300. After that, they froze my account and ask for verification( fair enough). I verified my account and I have received $376.79, the rest has been put on hold as Pending Withdrawal that's $923.21. I have requested a withdrawal on 26 NOV 2019, I have written few emails but there is no response. Do you have any advice?

AskGamblers
Posted on October 28, 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 October 28, 2020

Hi BOLPLECOW96,

Thanks for reaching out and our sincere apologies for the delay in our reply.

After reviewing your account, we see that your withdrawal of £689.15 was processed on 12-12-2019, once your verification was concluded. You should have received the funds within 10 working days.

Our apologies for the inconvenience.

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

For now, we wish you the best of luck at the tables.


Kind regards

PokerStars Support

AskGamblers
Posted on October 29, 2020

Dear @BolPlecow96,

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.

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