HomeComplaintsPokerStars Casino DE - Player's withdrawal is delayed due to unresponsive support.

PokerStars Casino DE - Player's withdrawal is delayed due to unresponsive support.

Amount: €67

PokerStars Casino DE
Submitted: 29 Jan 2025
Case opened Current status

Waiting for player to reply

1d 12h 6m 58s

Case summary

The player from Germany is unable to withdraw funds from PokerStars after multiple attempts and has faced unresponsive customer service. Initially, they wished to withdraw €125 but now have a balance of €67 due to ongoing issues with a required photo of their credit card.

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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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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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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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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

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Dear benjalam95,

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.

benjalam95 has 1d 12h 6m 58s to reply

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