The player from Greece has sent all the requested documents for the verification five days ago. The player's account has been successfully verified, the issue was resolved.
PokerStars Casino - Player’s struggling to complete KYC verification.
Amount: $12.5
PokerStars Casino
Safety Index:Above averageSafety Index
Casinos with an Above average Safety Index usually have a good ratio of their number of visitors to relevant complaints submitted by players. Playing in casinos with an Above average Safety Index is generally safe.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 years ago
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3 years ago
Translation
They sent me an e-mail that I have to authenticate, I sent the documents and my account is still closed while 5 days have passed, no one answers my e-mail
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3 years ago
Dear Ioannis,
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. None of the serious and licensed casinos takes KYC lightly and it might take few working days completing this thorough procedure. If all the data is correct, there should be no reason for the casino to delay your withdrawal. Could you please advise if your account is still accessible? 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,
Petronela
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3 years ago
Translation
Good evening, I didn't ask to make a withdrawal, it just doesn't let me play (without asking at the moment to make a withdrawal), I can't play yet it comes out (the chat privileges have been revoked contact us) and no one answers me
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3 years ago
Thank you very much Ioannis for your quick reply. I will now transfer your complaint to my colleague Peter who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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3 years ago
Translation
Good evening, thank you very much, my account remains without me being able to play (unjustifiably) from such a GREAT company
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3 years ago
Hi Ioannis,
I'm taking over your case. I will contact the casino and see what can be done.
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3 years ago
Translation
Peter Thank you very much I will wait, my account remains closed (I can't play)
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3 years ago
We would like to ask the PokerStars Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, the complaint will become ‘unresolved’ which may negatively affect its rating.
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3 years ago
Translation
Thank you very much Peter, I sent the documents again a second time because they asked me 5 days ago, still no answer
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3 years ago
Translation
Good evening Peter, my account was opened after all this time
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3 years ago
Hi Ioannis,
I'm glad to hear that your issue got resolved even though we haven't received any reply from the casino. I will now mark the complaint as 'resolved' in our system. Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future.
Best regards,
Peter
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