PokerStars Casino - Player has been asked to provide documents for additional account verification.

The amount in dispute started more than a month ago. The problem started with an order for documents that were already part of the casino, as I have been a customer for years and I always raised small amounts. When the amount became higher, the the problem of the documents arose, I obeyed all the requirements, with instructions from the casino itself, but the problem persists and continue to demand the resolution of the problem which in my opinion is more than solved. It takes a lot of time to give-and an answer ( about a week and the question is not resolved). My question is: is it an honest casino? Is it worth it to continue betting on a casino that seems to bet on not solving the situation of its employees?

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. How was the additional account verification justified? I have checked terms and conditions, and this is what I found:

"As part of The Stars Group's licensing agreement and in compliance with anti-money laundering legislation, Users need to be aware they may be required to produce personal documentation (such as Government issued ID, bank statements and utility bills) upon request in order for their transfer to be processed."

Has any of your sensitive information or depositing method changed recently? Lastly, how long ago your account was verified previously? I understand that it might seem like a lot of questions, but all the requested information is essential if we wish to proceed with this case. Thank you very much in advance for your reply.

Best regards,

Petronela

No, the payment method has always remained the same. I was asked for documents that I sent three or more times, according to the requirements of the casino, always hoping to solve the problem, but always without success, with the aggravation of taking I mean a lot of time with the answers. That is, neither through the casino site, nor through the bad email I got a response within the stipulated period.

Hello,

Thank you very much for your quick reply. Do I understand it correctly that your account has been verified successfully in the past and now you were asked to provide additional documents? 

Exactly. The additional documents were provided as I have already informed, but nobody says if they have already been considered, taking into account that they were sent for the 3rd time, always following the criteria indicated by the casino itself. because they beat me out of tiredness. Thanks

Thank you very much for providing all the necessary information. I will now transfer your complaint to my colleague Juli who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello,

Would you be so kind and send us a screenshot of your conversation or forward to us the email from PokerStars Casino support, please? My e-mail address: yuliia.k@guruadmins.com

Thank you in advance for your reply.

Thank you very much for your attention, but I already crossed out the pokerstars casino from my computer. There were many emails, many unsuccessful complaints that left me very disappointed and led me to give up on that casino.

Best regards, Olga Pina

I’m very sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. If you have any additional information to support your case, please let us know, otherwise, I will be forced to reject your complaint. Thank you for your understanding.