PokerStars Casino - Player’s struggling to complete account verification.

I created my account 3 days later I made a MuchBetter deposit of $ 20 the next day a deposit of $ 846 by neosurf after my earnings of $ 1116 my account was blocked for verification, they asked me to provide the coupons I used to top up my account thing I sent immediately two days after my account still blocked I then sent an email to complain they tell me my account is still on investigation they can request to a third party! I was amazed i asked what i had done wrong i just reloaded my account and i played and won so why i suffered its right after a reload! For a week now they have stopped responding to my e-mails and I still do not have my money! I'm really disappointed that they are blocking players' money for nothing! Two weeks for an audit yet I provided everything they asked me! Avoid this casino

Dear Audreyechene,

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 takes KYC lightly and it might take a few working days to complete this thorough process.

Have you been informed what specifically seems to be a problem in verifying your account? Could you please advise how many days ago you’ve requested a withdrawal and started the account verification?

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

Hello, Before starting to play I had already passed the KYC verifications and my account had been verified successfully! I started playing with my MuchBetter account and I made a withdrawal without any problem, after I reloaded with neosurf and I played and I won afterwards I launched a withdrawal and my account has been blocked for checks I do not know which, they asked me for the photos of the neosurf coupons and I sent the photo of the coupons and this since November 09, 2021 and until today on the 21st nothing has been done do when I write to the service no response! Yet they told me 72 hours

Thank you very much, Audreyechene, for providing all the necessary information. I will now transfer your complaint to my colleague Martin 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.

Hello Audreyechene!

I will take care of your complaint from now on. In order to proceed, I would like to invite representatives of PokerStars Casino into this complaint to provide us with an explanation of the long time frame it takes to complete their checks and also to help us resolve the issue.

Hello Audreyechene, Martin,

Thank you for reaching out.

After reviewing the account and the email history for this case, we can see that the team is performing a routine security review of the account. These normally take up to 72hrs, as is mentioned in our first replies.

However, we see that the Anti-Fraud Team has now replied to via email, apologizing for the inconvenience. They also explained that the review is taking longer than expected and until the review is over, they are unable to discuss the specifics of the case but they may contact Audreyechene for more information.

Please understand, the Anti-Fraud Team are the only ones who can answer your questions, from Support, we are unable to help you. We kindly advise you to be patient and wait for their next email. Until they have more information , they may not reply to your emails, as that would take time away from their review.

Kind regards

PokerStars Casino

Hello Audreyechene!

Have there been any development in the verification process of your account?

No Martin, the situation is still the same! It will be a month in 3 days! From 72 hours we are going in a month! How do you explain that? Are they not that competent ?? In addition it causes me harm! Can he compensate me if I file a complaint? How can they play with players' money in this way. It's disguised theft in my opinion. This morning I wrote to them, it's always the same with their automated email! They don't have a number so I can reach them

Dear Audreyechene,

Thank you for informing us on the situation.

I would like to ask the representatives of PokerStars to follow up on the situation.

Hello Audreyechene, Martin,

Thanks for reaching out again.

After reviewing your account for you again, we see that the Anti Fraud team replied to you, earlier today, to inform you that your account is still under review.

As soon as the review is complete they will reply with an email, and they apologized for the inconvenience.

We're sorry that we are unable to give you any more information, only the Anti Fraud team can deal with this issue. We kindly ask you to wait for their email.

We hope you don't have to wait much longer for the conclusion of the review.

Kind regards

PokerStars Support

Mais ce n'est pas sérieux ! Vous avez dit 72h maintenant nous allons dans 2 mois.

Comment je dois me sentir et me comporter ? Ou c'est une sorte d'arnaque pour bloquer l'argent des joueur ? Je ne sais plus quoi penser

Hello Martin, I am joining you with another complaint against pokerstar! apparently it is their habit to block the players' money without refunding and here I am a victim today

Hello Audreyechene!

I have tried to contact PokerStars team outside of this complaint, although, I have been successful, I did not receive any particular answer other than that your account is currently still under investigation. Addionaly there was no reason on why the investigation is taking this amount of time mentioned at this point. However, I was assured your case will be given the prioritized, so hopefully we will be able to see some results soon.

I will set the timer to 7 days for casino, to let the casino's representatives to be able to tell us more once the review is finished.

Ok i'm waiting. Very thanks you

Thank you for reaching out again, Audreyechene,

We understand how frustrating this is, and that you would like this resolved as quickly as possible.

However, as we've explained before, the team handling the review is the only one who can help you. We see that they have informed you that they couldn't give any details until the review is concluded but that they may contact you for further information, and that they will let you know as soon as the review is concluded.

We don't have any further information at this time.

Our apologies for the inconvenience but please understand that these procedures all have the safety of our players in mind.

Thank you for your patience and we wish you Happy Holidays.

Kind regards

PokerStars Casino

PokerStars is rubbish! I know friends who play on PokerStars and they have never had a problem I also know who have but it lasted two weeks! Why from 72 hours we are going in 2 to 3 months. It's not serious ! Put yourself in people's shoes. What crime I have committed So that I can undergo such checks !!! I would like to have the service contact so that I can talk to them and know the real problem! So I have to wait 1 year if the survey is going to take a year? No, but that's hogwash.

Dear Audreyechene,

Have you received any new information in regards to your verification process?

Hi,

I tried contacting them again they sent me thé same message that my account IS undergoing verifycation it's been almost two months now.

Thank you for the information Audreyechene.

As the case is stuck at the risk department of the casino and so far there are no signs of progress towards any development, we are not able to proceed with any resolution .

I would like to inform PokerStars Casino's representatives, that unfortunately under these circumstances we will have to close this complaint as 'unresolved' until it there will be any movement. This will have negative impact on the rating of PokerStars Casino on our website.

So if I understand theres no solution ?

Hello Audreyechene,

Thanks for reaching out again.

We are sorry to have to let you know that the case is still not resolved.

Please understand that because you have not yet had a reply from our relevant team, doesn't mean will be no resolution.

Your case is still under review, and this takes time as it needs to be done diligently. We understand the wait is frustrating, but these matters take time to be reviewed and addressed appropriately so the team will reach the correct decision.

We ask you again to please be patient, the team is still reviewing your case and will reply to you, as soon as they have more information for you. We regret that at the moment, there is nothing we can add.

Kind regards

PokerStars Casino

Unfortunately, we believe that this particular verification process is taking significantly longer than it is necessary. Also no information was provided on why the review is taking the extensive time frame to complete. With all that being said, we see no inclination towards any resolution for now.

As it seems, keeping this complaint opened under these circumstances would be of no point, as we are not able to influence the process in any way. We will now close the complaint as 'unresolved', which will unfortunately have a negative impact on the rating of the casino. However, both the player or the casino will be able to request reopening of this complaint to change the status of the complaint.