HomeComplaintsPokerStars Casino - Player's account is inactive despite fulfilling verification requests.

PokerStars Casino - Player's account is inactive despite fulfilling verification requests.

Amount: €10

PokerStars Casino
Safety Index:Above average
Submitted: 12 Dec 2023 | Case closed : 02 Jan 2024
Case closed Our verdict

Player stopped responding

REJECTED

Case summary

10 months ago

The player from Spain, who had taken a 3-year break from a gaming app, faced issues with account verification after recharging his account. Despite having submitted all requested documents, his account remained inactive. The Complaints Team had explained the importance of the Know Your Customer (KYC) process to the player and asked for details about the documents he had provided. However, the player failed to respond within the given timeframe, which led to the complaint being rejected. The issue remained unresolved due to lack of further communication from the player.

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11 months ago
Translation

I have had an account with this well-known app for over 10 years and after taking a break from gaming for about 3 years, I decided to start playing again. However, after making a recharge with no issues, they started requesting a series of documents for verification purposes. I am not sure why, and they have expressed concerns about my expenses, a situation I find unbelievable given the fact that I have not played for 3 years. I have sent them all the requested documents, yet my account is still not active.

Automatic translation:
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11 months ago

Dear estebannewlife, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 

Please understand that KYC is a very important and essential process, during which the casino ensures the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments can complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process. 

Since you have not played for several years, the casino is entitled to request documents for verification to make sure that all your information is still valid and up-to-date.

Could you please advise which documents you have already provided and when exactly did you send the last one? Have you provided all the required documents in the correct format as soon as possible?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply. 

Best regards, 

Veronika

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11 months ago
Translation

Well, I sent them all the documentation that they requested, I still haven't gotten a response, in fact, it's been a while since they sent me an email or anything for a response.

Automatic translation:
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11 months ago

Before we move forward with your case, please send me any relevant communication between you and the casino requesting additional verification documents to veronika.l@casino.guru. Alternatively, you may post screenshots here. Thank you.

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11 months ago

Dear estebannewlife,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

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10 months ago

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.

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