The player from Algeria was struggling to send verification documents to PokerStars Casino. Despite multiple attempts, the documents were not reaching the site, causing transmission failures. We asked the player to clarify how he had attempted to send the documents and if he had contacted the casino about the issue. However, due to a lack of response from the player to our queries, we were unable to proceed further with the investigation or provide potential solutions. The case had been rejected, but the player retained the option to reopen this complaint in the future.
PokerStars Casino - Player struggles to send verification documents.
Amount: ??
PokerStars Casino
Safety Index:Above averageSafety Index
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7.2
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
6 months ago
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7 months ago
Please help me send your verification documents to the Poker Star website
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7 months ago
Dear Yanis23,
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.
- Have you been informed what specifically seems to be a problem in verifying your account?
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
Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.
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7 months ago
The problem is that I sent the identity and verification documents, but they do not reach the site and the transmission fails. Why?
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7 months ago
Hi Yanis23,
- Could you kindly inform us if you have reached out to the casino directly regarding this issue?
- Additionally, could you clarify how you attempted to send the documents? Did you send them via email or upload them directly inside your casino account?
Thank you.
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6 months ago
Dear Yanis23,
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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6 months ago
We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.
