The player struggles to verify his account as his address changed since the registration. The complaint was closed as the player stopped responding.
PokerStars Casino IT - The player struggles to verify his account.
Amount: €2,000
PokerStars Casino IT
Safety Index:Above averageSafety Index
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7.7
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
2 years ago
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2 years ago
Translation
Hi, I had been playing slots on pokerstar from a smartphone for about a couple of hours, but the phone suddenly turned off because it was empty but when I returned to the site my account was blocked, I checked my e-mail and there it was an email in which it said that my account was blocked for security reasons, they asked me to send the identity document used at registration and a bill showing the name and street, I sent everything from the link in the email, however, the documentation was not accepted because according to them it was incorrect or false, obviously not so so I thought that perhaps the problem is the bill because it shows an address different from the one registered on the site but unfortunately I no longer live there .. I contacted the assistance again and they told me to send the scanned documents and proof of residence again .. I postponed everything and now I am waiting for an answer, do you think I will be able to withdraw the balance ?
Automatic translation:
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2 years ago
Hello Mary1963,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with PokerStars Casino IT. 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? When was the last time you spoke to the casino and what was it about?
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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2 years ago
Translation
I sent the identity document and a bill with the new address, the verification process started yesterday around 17 .. I received after a couple of hours a reply saying that the identity document sent was not legible and that the data was false or manipulated .. so I contacted support via chat and asked them if a bill with my new mailing address was okay as proof of residence and they said yes, I scanned the document again and the bill and I sent everything again, I'm waiting for an answer from 19/20 last night
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2 years ago
Did they specify which documents were manipulated and in what way? Is there any update regarding the verification since then? If still not, we will try to intervene.
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2 years ago
Translation
The part of the documents I think has been solved because Now the problem has shifted to "responsible gaming", they pointed out to me that since I created the account about 2 years ago I have lost a certain amount and therefore they made me a series of questions related to how I play, they also decided to limit and lower the deposit threshold but nevertheless I am still waiting for the account to be unlocked ..
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2 years ago
Hello Mary1963,
So basically the block was due a responsible gambling check whether you are addicted or not. Did any answer came from the casino since? Such process shouldn't take more than 2 weeks.
