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PokerStars Casino - Casino delaying verification and withdrawal of approx 12 000 dollar

RESOLVED
Complaint Info
Disputed casino PokerStars Casino
Reason Verification issues
Amount $ 12000
Posted on July 22, 2020

As the title states, Pokerstarscasino is delaying my verification process by not responding to email.

I made my Pokerstarscasino account on the 6th of May, deposited 10 000 SEK (about 1000$). When depositing I got their welcome bonus. I won and I wagered the bonus. When I had completed wagering of my bonus I had about 109 000 SEK (about 12 000 $). I just left my money in my account to come back and play/withdraw another day.

The verification process started already the day after, may 7th when I recieved an email from Pokerstars stating that my account was restricted due do security check. They asked for bank account statement, photo of ID and also photo of me holding my ID by my face. They also sent me a form to fill in asking about where the money to my deposit came from.

It took some time for me to fix all documents since I didnt see the email right away and also I did not have a printer to print out their form etc., but on the 19th of May I sent the all the documents.

On the 16th of June I finally got an answer from them after I repeteadly emailed them asking what was going on. In the email they asked me for clarifications regarding some of the transactions in my bank account. They also asked me to ellaborate regarding my salary. On the 20th of June I sent them my answer to their questions. On the 30th of june I wrote to them again asking why they did not get back to me.

As of now I recieved no communication from Pokerstarscasino since the 16th of June. I can access my account and my funds are there, but I cant play or withdraw since account is restricted. This treatment is totally unacceptable to me and I am sure it is not just to delay a simple verification process for this long. From what I can see in their emails there are no accusations or anything of me doing anything wrong, so I dont blevieve we are in any sort of dispute, but surely they cant hold my funds any longer?

I am happy to provide any evidence needed. Screenshots of email conversations or whatever.

Please Askgamblers help me out here.

Best Regards
Filip

Posted on July 25, 2020

@askgamblers

Can you try and contact Pokerstarscasino to help me get this solved.

AskGamblers
Posted on July 25, 2020

Dear @filleshow,

The casino is being notified by email immediately after your complaint has been reviewed, accepted and published.

Kindly note that should the affected casino operator fail to respond to your complaint within the allocated timeframe of 96 hours, the case will be closed as unresolved. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

The AskGamblers Complaint Team would also like to use this opportunity to remind you that, if your AGCCS case failed as unresolved, you are still free to try and use other alleys to resolve the issue, such as forwarding the matter in front of the relevant regulatory body and/or appointed ADR entity.

AskGamblers
Posted on February 22, 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 22, 2021

Hello FILLESHOW,

Thanks for reaching out, and our apologies for the late reply.

After reviewing your account and email messages, we see that we required a number of documents for the relevant team. Once they were processed and accepted, your account was reinstated on 25-08-2020. We see you received an email to inform you.

Our apologies for the delay and thank you for your patience.

Kind regards
PokerStars Casino

AskGamblers
Posted on February 22, 2021

Dear @filleshow,

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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