PokerStars Casino - Pelaajan kotiutus viivästyy tilin vahvistamisen vuoksi.

My account is not being identified to make a withdrawal, I have sent my documents since Monday

Δεν ταυτοποιείται ο λογαριασμός μου για να κάνω αναληψη, έχω στείλει τα έγγραφα μου από την Δευτέρα

Dear Tsaxvicky,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly, and it might take a few working days to complete this thorough process.

Could you please advise which documents you have already provided, and when exactly you sent the last one?

Have you provided all the required documents as soon as possible and in the correct format?

When was the last time the casino communicated with you regarding the verification of your account?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Veronika

Okay, I'm identified.

Εντάξει ταυτοποιήθηκα

Thank you for letting me know. Can we consider your complaint resolved, or is there anything else we can assist you with?

I've been waiting since Friday for my payment method to be identified, I've been waiting for many days and I can't make a withdrawal.

Περιμένω από την Παρασκευή να ταυτοποιηθεί η μέθοδος πληρωμής μου περίμενω πολλές μέρες και δεν μπορώ να κάνω αναληψη

Which documents have you already sent to the casino to verify your payment method?

Could you please specify which payment method you are currently trying to verify?

To better understand your situation, I would appreciate it if you could either forward the communication between you and the casino regarding the account verification to veronika.f@casino.guru, or upload relevant screenshots here in this complaint thread.

Thank you in advance!

Dear Tsaxvicky,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.