PokerStars Casino - Player's account verification is delayed.

I am having an issue with POKERSTARS. I registered on 06/12/24 and on the same day, I sent the documents for verification. The proof of residence (a mobile phone bill) was not accepted, so I uploaded a bank statement, which was also not accepted. By 12/12/24, I continued uploading documents, including a residency certificate with an authenticated signature, and still, they wouldn't verify my identity. A BOT responds, and whenever a representative answers, it's always... please wait, we understand!!! I have already filed a complaint with the Gaming Commission and from tomorrow, I will file another complaint and will also reach out to the relevant authorities in the country that have granted them their license.

It is unacceptable for someone to register, deposit funds, and then when they want to make a withdrawal, they can't because their account won't be verified!!!

However, they don't ask for verification when making a deposit!!!

Dear Greco,

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 makes sure that 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 are able to 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. 

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 as soon as possible and in the correct format?

Did you accumulate your winnings with or without an active bonus?

Could you please share your communication with the casino regarding the verification? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

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,

Dominika

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

First I sent a bill from a mobile phone company, then a mobile phone contract, then bank account details and finally a certificate of permanent residence with an original signature. They replied that the documents were correct and that they were delayed due to workload.

I didn't get any bonus and I have wagered far more times than required!

The problem was resolved a while ago.

thank you for everything

Dear Greco,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Dominika

Casino.Guru