PokerStars Casino GR - Player’s winnings have been delayed due to additional KYC requirements.

I created a Pokerstars account and i won 5000€.

I sent my National ID,two different Bank statements,my tax income return for the KYC procedure so i can withdraw my winnings.

I got an answer from them after 12 days that my National ID has expired.

Me National ID still applies for the next 10 years.

So i kept complaining and they told me to wait so they can send me an alternative method and i waited and waited.....and waited.

Today i sent them on Twitter and they answered me that either to change my ID to a new one either to apply for a passport

Both can take up to 3 months....

In Greece we have two types of National IDs

Old ones and new ones.

Both of them have the same apply.

Greek state doesn't obligate us to change the old ones ....they would be still at use up to 10 years ahead.

I have accounts in many online casinos and noone ever told me something like that

Bet365 has approved my account normally

and all betting companies in Greece....

Pokerstars is a scam and i have reported them for fraudulent activity in the Greek Gambling Committee

So now they stall me so my account closes and lose my winnings

They are unacceptable

I have screenshots of the conversations and my accounts balance

Dear dimitrisbli2019,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to make sure I understand your situation completely.

Could you please specify what the expiry date on your ID is?

Have all your other identity documents been approved by the casino?

When was the last time you communicated with customer support and what was it about?

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

According to EU Regulation no. 2019/1157, old-format ID cards are valid through August 3, 2026, if they haven't expired until then.

https://en.m.wikipedia.org/wiki/Greek_identity_card

Today it was my last communication and i clearly demanded for my account to be verified......this is the answer i got:11:41 AM

Hi Dimitrios, thank you for your message. Your query is still awaiting review of responsible team. We are sorry for the delay, but at the moment our verifications specialists are reviewing a large amount of requests, which unfortunately is affecting their response time.

However still, considering that your ID is expired and while reviewing documents our specialists are following inner procedures and standards, if a document doesn't meet requirements, we cannot accept it. We recommend following suggestion of our specialists from the letter which you previously received and provide either an alternative document or updated ID. We appreciate your cooperation. Regards ^VP

I will not be scammed

I work in a landbased casino 18 years now and i have accounts in more than 5 online casinos including Bet365 which is not located in Greece

Could you please specify what the expiration date on your ID is?

Forget it now its late

Do I understand correctly that you do not wish to proceed with the complaint? Please let me know.

I dont want to continue with the report

The people there just didnt want to help me

I lost everything that i had

Im so disappointed with them and disappointed with myself

It was the first time i actually won a significant amount of money which would help my family and me

I managed to reached my money up to 15000€ which i would have withdrawn if i could

Anyway thanks for your help and your time

Have a goodday

We’ve rejected this complaint as per the player’s explicit request. We are sorry we could not be of more help on this occasion. Please do not hesitate to contact us in the future if you run into issues with this or any other casino. We are here to help.