The player from Greece had been waiting over a month for account verification and had sent all the required documents. He was currently unable to log into his account and wanted to withdraw his winnings of €170, but had received no response after requesting the funds. The complaint had been rejected as per the player's explicit request, and it was noted that the player had expressed dissatisfaction with the casino's communication and service.
PokerStars Casino - Player's account has not been verified.
Amount: €170
PokerStars Casino
Safety Index:Above averageSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
7.2
PokerStars Casino has a Safety Index of 7.2, which makes it a casino with an above-average level of safety. Explore this casino’s Safety Index
Case closed
Our verdict
Other
REJECTED
Case summary
2 weeks ago
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1 month 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.
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1 month 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
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1 month ago
Translation
Finally I was able to log in, the account was opened on 10/26, I have sent all the identification documents, ID, passport, address and bank documents, I have played games without bonuses, the issue is that they don't check them and they don't answer the emails
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1 month ago
Translation
The casino is a scam, scammers who write you on purpose when you have won money so that they don't give you money, you can't communicate with them via live chat, and they never answered your emails, stay away, don't play at pokerstars(clowns)
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3 weeks ago
I understand your frustration, Johnytsouk.
- Could you please clarify which document you provided for your proof of address?
- Have you received any email responses, notifications, or status reports on the verification status of your KYC (verification) documents?
- Could you please share with me your attempts to communicate with the casino? Send the most recent emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here.
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3 weeks ago
Translation
It doesn't make sense to send you the records because the issue is that they didn't even distribute the emails I sent them, you can't connect to the live chat, please close it, the company is clearly a scam, at least let other players see it avoid this casino, they are scammers
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