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PokerStars Casino - Withdrawal still pending after a week of waiting

RESOLVED
Complaint Info
Disputed casino PokerStars Casino
Reason Delayed payment
Amount € 150
B0jiinov21 Malta
Posted on June 26, 2020

I've been playing on Pokerstars for around 10 years. I've never had any issues with them and my withdrawals were always processed. On the 18th I've requested a new withdrawal of 150EUR and this one is still pending. They've asked me to verify my account again and I've done this last week and they've informed that my account was now verified. Days later, they're not replying to my messages regarding the withdrawal. I've emailed them almost every day for an update and they just don't get back to me. My account is verified, so I don't understand what the issue is. There is no live support or phone number, so there's just no way to reach them

AskGamblers
Posted on February 18, 2021

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 February 18, 2021

Hello B0JIINOV21,

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

After reviewing your account, we see that your withdrawal could not be processed because you had moved countries and your account needed to be verified again. Once your country of residence was updated, the withdrawal needed to be cancelled, as it was requested to a bank account in your previous country of residence, which we cannot allow.

You requested a new one on 29-06 at 03-:13 ET and it was processed the same day at 03:55 ET.

Our apologies for the inconvenience and should you have any other questions, you can reach us through the Help button on the website.

Thank you for your patience.

Kind regards
PokerStars Casino

AskGamblers
Posted on February 18, 2021

Dear @B0jiinov21,

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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