The player from Spain had several card deposits accepted but faced withdrawal cancellations using the same method. After attempting to switch to NETELLER, his account was blocked for verification despite already submitting documentation. Attempts to contact support via chat were unsuccessful. The issue was resolved after the player received the requested money.
PokerStars Casino - Player’s withdrawals have been canceled and the account is blocked.
Amount: €420
PokerStars Casino
Safety Index:Above averageSafety Index
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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
Resolved
Our verdict
Case closed
RESOLVED
Case summary
4 months ago
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4 months ago
Translation
Hi, today I made several deposits with my card at this casino without any issues. I won a prize and tried to withdraw my money using the same deposit method, but my withdrawal was canceled 4 times. I then tried to withdraw with NETELLER since they wouldn't
approve my withdrawal using the same deposit method. However, upon changing the withdrawal method, they blocked my account to verify my documentation, which I already sent. I've been trying to contact them via chat all day, and it's impossible.
Automatic translation:
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4 months ago
Dear Gameover87,
Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to make sure I understand your situation completely.
Have you successfully made any withdrawals from this casino before?
Could you please confirm if the card you used for deposits was verified by the casino? Have you provided proof of payment that shows you are the owner of this card?
Have you made any deposits and withdrawals via Neteller before?
Which of your documents have you been asked to verify again?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
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4 months ago
Translation
Hello, no, I had not made any withdrawal before but they had not asked me to verify anything either, it was just that when I tried to make the withdrawal they canceled it to the deposit method, and that was when I tried to withdraw with NETELLER because I couldn't talk to them via chat either and it was there When they blocked my account and asked me for ID documentation, invoice and NETELLER information, they did not ask for any documentation for the card.
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4 months ago
Please understand that KYC verification is a very important 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 specify if any of your documents have been approved by the casino yet?
Have you made any verification deposits with your NETELLER account?
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4 months ago
Dear Gameover87,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Veronika
Casino.Guru
