PokerStars Casino - Player is struggling to receive his winnings due to unfinished KYC process.

Καλησπέρα σας. Ενώ ο λογαριασμός μου ήταν πιστοποιημένος και προχώρησα και σε ανάληψη χρημάτων που πραγματοποιήθηκε κανονικά μετά από μια νέα κατάθεση κάποιες μέρες μετά έκλεισαν τον λογαριασμό μου στα πλαίσια τυπικού ελέγχου ζητώντας μου να στείλω τσυτοποιητικα έγγραφα και πάλι εντός 15 ημερών. Σε διευκρινιστική ερώτηση μέσω μέιλ δεν έλαβα πότε απάντηση και ας το προσπάθησα επανελλειμένα. Έστειλα μέσω Τουιτερ και με ενημέρωσαν ότι τα έγγραφα μου βρίσκονται στο αρμόδιο τμήμα αλλά λογω γλωσσας θα καθυστερήσει η ταυτοποίηση. Έχουν περάσει οι 72 ώρες και άλλες 48 και πλέον δεν λαμβάνω απάντηση ούτε στο Τουίτερ.

Dear Konstantinos,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand that it is a common procedure for casinos to audit players’ accounts. From our experience it may take 14 days, but every casino is different and has its own procedure which needs to be followed. That’s why we advise players to be patient and fully cooperate with the casino. If you don’t receive any update by then, please, let us know and we will try to help you. Thank you very much for your understanding.

Best regards,

Petronela

Θα σας ενημερώσω όταν περάσουν δεκαπέντε ημέρες από την στιγμή που κατέθεσα τα έγγραφα, σας ευχαριστώ. Με ανησυχεί μόνο το ότι με έδωσαν δεκαπέντε ημέρες προθεσμία

Additional comments from the player:

"Good evening, I have contacted you in the past. After depositing in my certified account, the company randomly selected my account for a security check and then closed it. In the first phase I sent an email asking for 4 documents. They did not answer a clarifying question when. Later, not via email but through the contact form, I sent a question again and received an automated email in which it said to send ID and copy of my card. So they sent them again and I have not yet received a response despite my efforts either in Greek or in English to communicate. It has been nine days since I submitted them and the deadline they gave me was fifteen days. I'm afraid they will not answer me and lock my account with my money."

Thank you very much, Konstantinos, for your reply. Could you please confirm that you have sent the required documents and it was notified that they’ve been received by the competent department? In other words, do you have a proof that you have sent everything withing 15 days?

Εννοείται έχω όλα τα e-mail που τους έχω στείλει

That’s perfect. I would suggest setting the timer for additional 10 days and if there’s no development, we will intervene. 

Dear Konstantinos,

Have you received your winnings? We are extending the timer by 7 days. Please, be aware that in case you fail to update the status of your complaint in the given time frame, we will reject it. Looking forward to hearing from you.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with a further investigation or suggest possible solutions.

The player can reopen this complaint anytime.