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Urgent Issue with Frozen PokerStars Account and Unprocessed Withdrawal

Dear Poker Guru Team,

I created my PokerStars account about 2–3 months ago and have been playing casually—just a few sessions every couple of weeks. Around two weeks ago, I successfully withdrew $300 without any issues. However, when I recently attempted to withdraw €3,000, my account was suddenly frozen.

Since then, I’ve been asked multiple times (about 4–5 times) to submit verification documents, including my ID and a utility bill, which I have done each time without delay. Unfortunately, I’m stuck in a loop where the live chat support only provides generic responses, telling me to wait as the case has been forwarded to the "responsible team." There has been no meaningful update or resolution.

I’ve also read numerous reviews and user experiences that mirror my own—accounts being frozen without explanation, verification processes dragging on for months, and large sums of money locked without access.

At this point, I’m very frustrated and concerned. I would deeply appreciate any advice, assistance, or exposure you can provide to help move this case forward or at least bring more awareness to the issue.

Thank you in advance for your time and support.

Kind regards

Dear geri98,

Thank you for submitting your complaint. I regret to learn of the negative experience you encountered with PokerStars Casino.

To gain a comprehensive understanding of the situation, I would appreciate it if you could answer the following questions:

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?  
• Did you accumulate your winnings with or without an active bonus?  
• Could you please provide the exact date your withdrawal request?

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

Best regards,

Katarina

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Thank you for your short reply.

i mostly played slots and live poker on the slot site

Always without any bonuses

2025/05/19 19:49 UTC

Dear geri98,

Thank you for your response.

However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. 

Regarding your withdrawal request submitted on May 19th, please be advised that the casino has an additional 6 days to complete the processing of your withdrawal. This complaint will remain open for the next 6 days. Please do not hesitate to provide any updates you may have.

Thank you in advance for your cooperation and reply. 

Best regards, 

Katarina

Dear geri98,

hope you are doing well.

Is there any new development regarding your complaint? Have you received your funds, please?

Looking forward to your reply,

Katarina

Dear geri98,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Katarina
Casino.Guru