The player from Greece has been waiting over a month for account verification and has sent all the required documents. Currently unable to log into his account, he wants to withdraw the winnings of €170 but has received no response after requesting the funds.
PokerStars Casino - Player's account has not been verified.
Amount: €170
PokerStars Casino
Safety Index:Above averageSafety Index
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Case opened
Current status
Waiting for Casino Guru to reply
6d 20h 56m 32s
Case summary
3 hours ago
Public
Public
18 hours ago
Translation
The casino has not verified my account for a month now. They don't even take the effort to check my documents, which I have sent all of them. As of today, I can't even log into my account. I have deposited €70 and now I have €170, and I want to withdraw them. In a communication through live chat, after many attempts, I asked them to give me my money if they don't want to verify my account. I didn't receive any response.
They probably are scammers and don't want to give me my money.
Automatic translation:
Public
Public
4 hours ago
Dear Johnytsouk,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with PokerStars Casino.
Please allow me to ask you a few questions, so I can better understand the situation.
- Could you please advise how long were you a player of the casino and when exactly was your account blocked?
- How did you learn about your account being blocked?
- Which documents have you provided so far? Were any of your documents approved to your knowledge?
- What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports, poker)
- Did you achieve your current balance with the help of a bonus?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Tomas
Casino Guru is examining the case
