The player from Germany was unable to withdraw funds from PokerStars after multiple attempts and faced unresponsive customer service. Initially, he wished to withdraw €125 but had a balance of €67 due to ongoing issues with a required photo of his credit card. The Complaints Team extended the verification process by 7 days but ultimately rejected the complaint due to the player's lack of response to inquiries.
PokerStars Casino DE - Player's withdrawal is delayed due to unresponsive support.
Amount: €67
PokerStars Casino DE
Safety Index:Below averageSafety Index
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6.1
PokerStars Casino DE has a Safety Index of 6.1, which makes it a casino with a below-average level of safety. Explore this casino’s Safety Index
Closed
Our verdict
Player stopped responding
REJECTED
Case summary
1 month ago
Public
Public
1 month ago
Translation
Dear Guru Casino Support Team,
I urgently need your help regarding a withdrawal at PokerStars. Since last night, I have been trying to reach the customer service via chat support, but I am only directed to a virtual assistant with no human response. Most of my emails to various PokerStars addresses also went unanswered – I received only one reply, advising me to contact a different email address, which no one appears to respond to either.
Yesterday, I had a balance of €125, which I wanted to withdraw. Since the withdrawal wasn’t successful, I continued playing until my balance was €67. Unfortunately, the withdrawal is still not possible. I keep being asked to upload a photo of my credit card – I have done this several times, tried different browsers, and taken all possible steps, but nothing works.
As I can't find a solution and receive no response from PokerStars support, I would like to file a complaint about this process and urgently request your assistance.
Thank you in advance for your help.
Best regards
Automatic translation:
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1 month ago
Hello benjalam95,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with PokerStars Casino DE. Please allow me to ask you a few more question before we would move forward.
- Could you please advise since when exactly is the verification process ongoing?
- Which documents have been already approved and which ones not?
- Did you contact the casino e-mail support?
Please note that the verification process may take up to 14 days after sending in all the requested documents.
Looking forward to your answer.
Regards,
Nick
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1 month ago
Translation
Subject: Urgent Help with PokerStars Issues – Withdrawal & Verification
Dear Guru Casino Team,
I have been having significant problems with PokerStars since yesterday evening and hope that you can help me.
1. Error messages & no response from support:
• Since yesterday, error messages have been occurring repeatedly.
• Live chat is unresponsive and I don't get a reply to my emails.
• I have already sent pictures for verification in advance, but nothing happens.
2. Problems with the payout:
• Deposits work, but withdrawals do not.
• PokerStars keeps asking for a picture of my credit card even though I have uploaded it five times.
• However, my verification is not completed and I cannot withdraw my money.
3. Problem with Spin & Go Max:
• I deposited €7 for a Spin & Go Max. I was logged out during the game.
• This has happened to me before. I simply gambled away my money because I was upset about the situation.
• I won’t accept this again this time!
I urgently request your assistance so that my verification can finally be completed and I can make my withdrawal. I hope for a quick solution and thank you in advance for your help.
Best regards
Automatic translation:
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1 month ago
Hello benjalam95,
As stated above, verification may take up to 14 days - if it's been less, I can only advise to wait.
Meanwhile, please forward the communication between you and the casino to nikolas.b@casino.guru for further review.
Let us know in case the verification would take longer than 2 weeks.
Regards,
Nick
