The player from Portugal had difficulties withdrawing his winnings as his payment method remained under verification and Poker Stars had not provided consistent information regarding the timeline for the verification process. The player submitted all required documents and even lodged a complaint with the Portuguese authorities. However, due to the lack of response from the player to our follow-up queries, we were unable to investigate further and had to reject the complaint.
PokerStars Casino PT - Player experiences withdrawal verification delay.
Amount: €20,000
PokerStars Casino PT
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.
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
5 months ago
Public
Public
5 months ago
Translation
Good afternoon. I am writing to lodge a complaint about Poker Stars, as my payment method remains in verification, several days after being submitted. It seems I am not the only one facing this issue. I have been attempting to get in touch with Poker Stars' online help, from which I have some screenshots as evidences. They have informed me that verification usually takes place within a 48-hour window, yet another assistant tells me it occurs after 72 hours.
It appears that Poker Stars is not as trustworthy as it claims to be. I have significant influence and boast 2.7 million followers.
Automatic translation:
Public
Public
5 months ago
Dear maryofxlll,
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?
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,
Veronika
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5 months ago
Translation
hello . thanks for the brief response. The only thing I was asked to verify was a PayPal print screeen which was sent and confirmed with the support of Poker Stars who said it was in compliance. I send the same to you
Automatic translation:
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5 months ago
Translation
after several attempts with the poker stars team, I sent all the print screens from my paypal account to pokerstars and they always give the same response. make a complaint to the Portuguese authorities.
Gaming Regulation and Inspection Service (SRIJ). Portugal tourism. I will also send the case to TVI for investigation. CMTV because apparently I'm not the only one that this happens to. These situations have to be complained about so that no more people are deceived. the negative publicity that POKERSTARS. IT WILL CERTAINLY BRING YOU MORE LOSSES THAN MY €20,000. EVERYONE SHOULD COMPLAIN THE COMPETENT AUTHORITIES OTHERWISE THESE SITES WILL CONTINUE TO SCAM ONE AND ANOTHER.
Automatic translation:
Public
Public
5 months ago
Do I understand correctly that you submitted an official complaint to the Portuguese authorities?
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