I signed up with PokerStars casino about 1 week ago and was lucky enough to win 23k on the live casino playing Mega Fire Blaze Live Roulette and Fishin Frenzy.
I deposited about £500 with PokerStars prior to winning via PayPal.
I requested a withdrawal back to my PayPal but this was limited to £5000, not very convenient but fully understandable. As soon as the withdrawal process was initiated PokerStars restricted my account and asked for ID documents and proof of address to verify my account.
So I sent my Passport and Bank Statement showing the deposited money to PokerStars via PayPal, mind you this is a bank statement and contains my full address at the top the statement and was dated literally within the same month (October 2021) but this was not accepted by PokerStars and they said the passport is fine but we require a utility bill.
So I sent them my electric bill from Southern Electric dated 14 October 2021.
Pokerstars actually came back to me by email saying this utility bill cannot be accepted as it is not within 3 months, how they came to that conclusion is anyone's guess.
So I didn't make a big deal about their error and sent my water bill also dated October 2021 along with my driver's license and bank statement all dated within this same month of October 2021 to them via their contact form as I have no access to my account. That's 3 different official documents all with the same home address as stated on my PokerStars account, let's see them try to deny this amount of proof.
Pokerstars are yet to reply and I feel like they are trying to do everything in their power to stop me receiving my winnings.
I still have more than 18k left in my PokerStars account, and the 5k PayPal pending withdrawal.