The player from Italy had opened an account on PokerStars, successfully verified it, and withdrew winnings without issues. However, after depositing 600 euros, the casino had blocked his account and was requesting additional documents. He was unable to access his account. The player did not respond to the Complaints Team's inquiries, which led to the rejection of the complaint.
PokerStars Casino IT - Player’s account has been closed after a deposit.
Amount: €600
PokerStars Casino IT
Safety Index:Above averageSafety Index
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7.7
PokerStars Casino IT has a Safety Index of 7.7, which makes it a casino with an above-average level of safety. Explore this casino’s Safety Index
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
3 weeks ago
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1 month ago
Translation
Hello, yesterday I opened a gaming account on pokerstars.it
To verify the account, I uploaded my identity document, then I deposited 50 euros to try the games and won 93 euros. Then, to see how withdrawals work, I withdrew 50 euros and it arrived immediately. With the remaining 43 euros, I won a total of 360 euros and withdrew it all confidently, receiving the money via PayPal in 5 minutes. So, I thought everything was fine as my verification seemed complete and the withdrawals arrived. I decided to deposit 600 euros back onto PokerStars, and as soon as I deposited the 600 euros, my account was blocked. They are now asking for a lot of documents via email, and I can't even access my PokerStars account. I'm asking for your help, please.
Automatic translation:
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1 month ago
Dear likhon75,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process, and asking for additional documents is very common.
- Could you please advise which documents you have already provided?
- Have you provided all the required documents as soon as possible and in the correct format?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Kristina
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1 month ago
Translation
Hi Kristina,
I provided
1) identity card
2) Postepay account statement
3) PayPal profile photo
4) I also sent some screenshots of the deposits via PayPal that I made on the pokerstars site
I sent all these documents after 20 hours of receiving the email.
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1 month ago
Translation
Hi, after sending the documents.
I received an email from pokerstars.
in the email they told me that as proof of residence they can't accept my bank statement because it's older than 3 months the problem is that I have the postpay evolution and with postpay evolution the bank statement is annual and I only have the one until 2023. And pokerstars doesn't accept my bank statement because it's older than 3 months and I don't have any type of electricity, gas or telephone contract in my name. But in any case I can provide the family status certificate issued by the municipality and I don't know if that's ok for pokerstars ??
Now I am too scared to lose my deposited money.
Edited
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1 month ago
Translation
anyway 15 hours ago I sent the family certificate issued by the municipality for proof of residence and the screenshots of the PayPal profile.
and I'm waiting for the answer from pokerstars.it casino
Automatic translation:
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1 month ago
Thank you very much for your reply, likhon75. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.
