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PokerStars Casino - Account verification taking forever PokerStars holding deposit as ransom

Información sobre las quejas
Casino en conflicto PokerStars Casino
Motivo Problemas de verificación
Cantidad € 500
tnxfi Finlandia
Publicado el 11 de diciembre de 2019

The gaming operator took a transfer of 500€ from my credit card and immediately after that they locked my account for verification.

The game client tells me that "These security checks are usually completed within minutes". In my case I received an email from them requesting pictures of identity documents and utility bills. I supplied them on the same day. I did not receive a response from them. After two days I inquired about the status of the verification and did not receive any response. After third email request I managed to get a hold of them via chat on their gaming client on Dec 6th.

At that point they finally told that they did not accept the utility bill picture I sent. Seemingly they had zero interest on informing me about that before I continuously contacted them via multiple routes. I submitted new utility bill picture immediately.

After that they didn't do anything to inform me about the process or contact me. I did another chat on Dec 9th where a customer service representative told me that they would reinstate my account in 15min. I has now been several hours since that and my account is still "locked for verification".

I do understand that the verification may take some time and they need to screen their customers.

But it is unacceptable that they do not communicate about the process. It wouldn't disturb their verification process to give the customer a simple email to tell that they have received the material and tell the customer what is the expected timetable and steps for the process.

Now they do not communicate proactively and the last communication from them seems to be a lie as my account is not reactivated.

The whole process of first taking my money transfer and then locking up my account so that they have the money and I can't use it, is very oddly designed. If they want to do verifications, they could deny the transfer and request for identity verification. And when verification is done, then the customer could do a transfer.

I have played on their service for multiple years and this is the first issue I've had (not considering very biased RNG), but then again I haven't had need for contacting them before.

At this point they could just refund the last transfer and I'll switch to another service.

Publicado el 12 de diciembre de 2019

Dear Tnxfi

our apologies for a delay in this matter, your account has been fully reinstated.

Kind regards
PokerStars Casino

Publicado el 12 de diciembre de 2019

Dear @tnxfi,

Please confirm if the issue has been resolved. Be in aware in case you fail to respond within the given time frame we will consider your issue as resolved and your complaint will be closed accordingly. Please keep in mind that as per the AGCCS terms providing updates in a timely manner is a must.

Thank you for your cooperation.

tnxfi Finlandia
Publicado el 12 de diciembre de 2019

Yes, after the complaint on this site, they did indeed fully reinstate the account.

Publicado el 12 de diciembre de 2019

Based on submitter's last post AskGamblers Complaints Team consider this case as Resolved and it is officially closed now.

Thank you all for your cooperation.

PokerStars Casino Quejas

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  • 2 días Promedio de respuestas
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