PokerStars Casino GR Review

The player from Spain, who had taken a 3-year break from a gaming app, faced issues with account verification after recharging his account. Despite having submitted all requested documents, his account remained inactive. The Complaints Team had explained the importance of the Know Your Customer (KYC) process to the player and asked for details about the documents he had provided. However, the player failed to respond within the given timeframe, which led to the complaint being rejected. The issue remained unresolved due to lack of further communication from the player.

The player from Finland requested account closure due to a gambling problem; however, the casino allowed him to open a new account eventually. When he lost 87 euros and questioned why they allowed him to play, the casino blocked him and refused to discuss the issue or refund his money. The issue was solved less than a week after the casino representative was invited to the thread. The complaint is resolved.

The player from Portugal had difficulties withdrawing his winnings as his payment method remained under verification and Poker Stars had not provided consistent information regarding the timeline for the verification process. The player submitted all required documents and even lodged a complaint with the Portuguese authorities. However, due to the lack of response from the player to our follow-up queries, we were unable to investigate further and had to reject the complaint.

The player from Portugal had his account restricted by the casino's security department for two weeks. Despite having submitted all the requested documents, the issue remained unresolved after almost 15 days. The player had provided proof of IBAN and deposit as requested by the casino. The Complaints Team had attempted to mediate the issue by contacting the casino and extending the resolution timer, but the casino failed to respond. As a result, the complaint was marked as 'unresolved', potentially affecting the casino's rating negatively. The player had been advised to contact the Gaming Regulation and Inspection Service Portugal for further assistance.

The player from Argentina had reactivated his PokerStars account, made various deposits totaling up to 15,000 USD, and had won up to 97,000 USD. When he had attempted to make his first withdrawal, the casino had requested verification documents, restricted further withdrawals and deposits, and eventually locked his account. Despite the player's numerous inquiries, the casino had maintained the account restriction without providing clear explanations. We had reached out to the casino for further clarification and evidence on the matter. After some time, the casino had allowed the player to withdraw his winnings but kept his account blocked. The player had confirmed receipt of his funds, and the issue had been resolved.

The player from Slovenia has faced a withdrawal delay since August 10th, with the casino citing a third-party company investigation. The player made two separate transfers of 1,100€ and 600€, with the latter being returned due to incomplete bank details. The 1.100€ transfer remains unresolved. The issue has been resolved successfully.

The player from Croatia has been using Pokerstars for over five years. However, the online casino has recently requested further verification, which has been pending for more than three weeks. In addition, the player's multiple emails have not been answered and their account will be frozen in three days. The issue has been resolved successfully.

The player had made a deposit of €20 to Pokerstars via an instant transfer which had been debited from his bank account, but it had not appeared in his PokerStars account. Despite efforts to resolve this issue through chat and email, he had been unsuccessful. We had suggested the player contact his payment provider for an investigation as the casino could not assist in this matter. The issue was later resolved when the deposited amount was credited to the player's PokerStars account. We then marked the complaint as 'resolved' in our system.

The player from Spain experienced a problem with double-charging for a top-up at the casino. Despite sending bank confirmation, the casino only acknowledged one top-up and subsequently blocked her account, keeping 25 euros. The issue has been unresolved for more than ten days and the casino is not responding to emails. We rejected the complaint because the player didn't respond to our messages and questions.

The player from Spain had faced a frozen account after attempting to withdraw her winnings. Despite having contacted the casino's support email, she had not received any response in three days. After submitting a complaint, she had provided additional details about her account and the requested verification process. The casino had requested a photo of her face with her ID and additional documents like a bank statement or a utility bill. However, she had faced difficulties as she lived with her parents and used an online bank, which the casino did not accept. We had requested further communication from the casino, but the player did not respond. Consequently, we were unable to investigate further and had to reject the complaint.

The player from Bulgaria registered in the register for persons addicted to gambling. However, she was still able to access her account and deposit money. The complainant confirmed that the case had already been submitted to the regulator. Therefore, the complaint was (temporarily) closed as unresolved until we are provided with the regulator's final decision. Later, the complaint was updated to resolved because the player informed us that the obligations were settled approximately a month after the complaint closure.

The player from Slovenia accumulated winnings which were later confiscated. The casino claims the winnings were not legitimate because the game malfunctioned. Since the casino informed us that they cannot provide us with the necessary details and information to sufficiently review the issue on our side, we advised the player to consult one of the casino's ADRs or MGA and to provide us with a confirmation of a submitted complaint. However, this complaint was later rejected because the player did not respond to our messages and questions.

The player from Japan had the account blocked for an audit after accumulating a substantial win. The account checks took longer than expected, however, the player has confirmed that in cooperation with his payment method provider and customizing the limits, he received the funds approximately 2.5 months after the account block was made. The complaint is resolved.

The player's account got blocked for unknown reason. The complaint was closed as we are waiting for the regulator's decision. We have reopened this complaint after more than 3 months to check with the player to see if the issue has been resolved. Although it seems as though this issue has been resolved, as we haven't had a further response from the player to confirm this, we are, unfortunately, forced to reject this complaint.

The player from the US experienced some technical difficulties. The casino blocked his account due to suspicion of a gambling problem. Since this didn't affect the player's real money balance, we were forced to close this complaint.

The player from Ukraine had his account suspended during the poker tournament. Subsequently, he was accused of being connected to another player and the account was blocked together with the remaining active balance.

The player's account got blocked for an unknown reason. The casino stated that the player's account had not passed a recent check and was now closed permanently. They were unable to provide any further explanation for security reasons. The player's balance withdrawal request was also being reviewed and they would be contacted by e-mail as soon as possible. After some time, the player's withdrawal was processed and they received their payment. Consequently, the complaint was closed as 'resolved'.

The player from Ireland requested an account closure because of gambling issues, however, the casino reopened her account. The casino refunded the player's deposits, therefore, we closed this complaint as resolved.

The player from Finland has requested a self-exclusion. Unfortunately, the inquiry was ignored. After the complete examination of the case, we came to the conclusion that the complaint was unjustified.

The player from Italy has been accused of opening multiple accounts. Admittedly, her partner had an account in the same casino. After a closer examination, we ended up rejecting this complaint as unjustified.

The player from United Kingdom is experiencing difficulties verifying his casino account due to missing proof of income. After a closer examination, we ended up rejecting this complaint as unjustified.

The player from Canada is experiencing difficulties withdrawing her winnings due to ongoing verification. After a few months in the resolution process of this complaint without any glimpse of success, we saw the verification process to take too long and decided to close this complaint as 'unresolved'.

The player from Bulgaria was unable to request a withdrawal via bank stransfer because allegedly 24 hours had not passed since his previous withdrawal request was processed. The player was later able to withdraw his funds via another payment method. The complaint was closed as 'resolved'.

The player from United States has his account in negative numbers due to unsuccessful transactions. The complaint was closed as unresolved as the casino did not respond to us, therefor we could not continue solving the issue.

The player from Greece experienced some problems with the games. We rejected this case because it isn't possible to prove that the connection issue was on the casino's side and the casino didn't gain any advantage from the player's loss.

The player from Greece has requested a withdrawal, unfortunately, it has been pending due to ongoing verification. We rejected the complaint because the player didn't respond to our messages and questions.

The player from Bulgaria had his account suspended in the middle of a tournament, after confronting the casino about software issues. We’ve rejected this complaint as per the player’s explicit request.

The player from United States has tried to register an account. Unfortunately, he’s been informed that his country is on the list of the restricted ones. Player’s complaint has been resolved successfully.

The player from United Kingdom had their account blocked without further explanation. The casino had blocked the account for verfification purposes but hadn't explained this to the player. After some time, the account was reopened and the issue was resolved.

The player from Italy had had an issue with Betfair casino regarding a deposit of 150€ that had seemingly failed but was confirmed by PayPal. The player later informed us that the issue had been resolved and the funds had been credited to his account. We had marked the complaint as 'resolved' in our system.