PokerStars Casino ES - Player's account has been frozen after winning.

Following a significant win on megafire roulette at Pokerstars, my balance was 118 euros, out of which I requested a withdrawal of 100 euros. I continued playing and won another 90 euros with the remaining 18 euros, bringing my total balance to 190 euros (including the withdrawal and current balance).

After winning these 90 euros, I attempted to withdraw 50 euros but encountered an error message asking me to verify something through my email (which I never received). After attempting to log out and back in again, I received an error indicating that my Stars account had been frozen and that I should contact support@starsaccount.es for further information.

Having sent emails over the last three days without receiving a response, I am in need of assistance.

Dear eermaarqueez,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Pokerstars Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

Could you please advise how long were you a player of the casino and when exactly was your account blocked?

What specifically has been asked of you to verify in the casino?

Did you achieve your current balance with or without an active bonus? 

If you saved any correspondence with the casino or made a screenshot of the notification please share it in the complaint thread, or send the information to my email at tomas@casino.guru

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,

Tomas

My game session would last approximately half an hour, I have had the account for 3 or 4 months, at first they asked me for verification as usual with my ID and such, but I passed the verification correctly and I had already withdrawn previously, my income was 10 euros without any bonus and reached that amount on a roulette wheel called megafire.

There is new news, they respond to me and request a photo of my face with my ID and the same in front and back, I send it to them and they tell me that they still cannot verify my identity and that they need more documents such as a bank statement or a bill for some supply in my name, the problem is that I live with my parents and currently they are the owners of everything, the bank I use is online called revolut and they say it is not valid, but I have always deposited and withdrawn with that account and they haven't given me a problem, please I need help.

Thank you for the update.

I am sorry to hear you are still struggling with verification in the casino. Is requesting a confirmation of residence from your local authorities an option for you?

Could you please send me the communication you received from the casino? My email is tomas@casino.guru

I'll await your reply.

Dear eermaarqueez,

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.