Home Complaints PokerStars Casino - Player is dissatisfied with overall casino experience.

Amount: €120

PokerStars Casino - Player is dissatisfied with overall casino experience.

4.9/10 Bad reputation Submitted: 04 May 2020 | Unresolved : 11 Jun 2020
Our verdict

No reaction, good regulator

UNRESOLVED

Case summary

174 days ago - 11 Jun 2020

The player from Portugal is having difficulties with playing games and completing KYC verification.

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Blocked in a game and I can't play I made several attempts and the solution I was presented with didn't solve my problem.

I tried to make a survey, also without success, I can't even send documents

Automatic translation
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Dear Maria,


Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. We will contact the casino and ask them to shed some light on this matter, but, before we do that, could you please describe your problem in more detail? Are you blocked from playing all of their games or just some specific one? Is there any technical issue with sending your documents?


We will try our best to resolve both issues. Looking forward to hearing from you.


Best regards,

Kristina


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I can't play a game, every time I try it will always stop at the last game of about 3 weeks and it gets blocked. Regarding the survey, it does not allow documents to be sent, it also blocks

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Thank you very much Maria for your reply. I will now transfer your complaint to my colleague Jozef 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.

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Hello Maria.


I absolutely appreciate that you shared your experiences with the Casino Guru team.  We will now try to get in touch with the casino.


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We would like to ask the PokerStars Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

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Hello Maria, 


we have managed to establish a communication line with the casino. They should provide us with response soon. I am extending the timer by 7 days.


Best regards, Jozef


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Dear Maria, I have just wanted to close the complaint but the casino showed interest in the resolution of their complaints. They had some difficulties in responding. We would like to resolve your case so we are extending the timer by 7 days one last time. Best regards, Jozef Casino.Guru

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Since we haven’t received any response from the casino regarding the issue, we are forced to close the complaint as ‘unresolved’.


The casino can reopen this complaint anytime.


Dear Maria.


We are convinced that the casino will ask for reopening in very close time. They have expressed motivation in resolution but they have not responded in this case. The other option for you is to contact their licensing authority, so if you are interested, contact me on my email address and I can assist you with it.


Best regards, Jozef

Casino.Guru

jozef.k@casino.guru