PokerStars Casino - Player experiencing withdrawal delays due to account verification.

Hello,

I am using pokerstars for more then 5 years. With registration, I verified my account with ID card and everything was good for 5 years. In august they send my notification that I need to verify my account one more time, because they are caring about safety. I uploaded my ID card, on Pokerstars 3 weeks ago. Since then, I sended 5-6 E-mails, and never got any reply. Few days ago, I went on community forum on Pokerstars, and I got reply in few hours, that my case is still under review ( more then 3 weeks to check my ID). I have 3 more days, and then they will froze my account and my balance. I dont know if they are waiting me to spend my balance, but I won't do it on purpose. What shall I do?

Kind regards

Dear Fried_fig,

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. 

Have you been informed what specifically seems to be a problem in verifying your account?

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,

Petronela

Thank you for your reply Petrunela.

I didn't get any feedback on why is it taking so long, only answer that I got is that case is still under review, no any additional explanation. And I got that answer on pokerstars community forum from moderetor.

I apologize for the delayed response. Thank you very much, Fried_fig, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your assistance. However, I would like to warn you that it seems to be a common practice of PokerStars Casino to ignore us in our attempts to mediate any kind of issue. Regardless of some unresolved complaints marked "No Reaction Policy" we keep on trying.

Hello there,

Thank you Fried_fig for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask PokerStars Casino for their help in resolving this complaint. We would like to ask how we can help with the verification process to make it quicker.

Thank you in advance!

Thank you very much Peter!

Hello Fried_fig,

Thanks for reaching out.

Your account was fully verified, and from now on you will be able to withdraw funds from your account.

We apologize for any inconvenience caused.

Have a nice day!

Kind regards

PokerStars Casino

Thank you very much for the update PokerStars Casino Team. Dear Fried_fig, we will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.

Everything is good now, they approved my account.

You guys are legend!!!!

Dear Fried_fig,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues. Thank you in advance for your time. 

Best regards,

Peter