PokerStars Casino UK - Player's withdrawal is delayed.

Accounts now been verified and gone through checks. I've sent all requirements they needed from me - photo ID, utility bill and photo of me holding the ID. They were communicating daily until the point where they said my account was verified. They've stopped communication for 3 days and no mention when I'm due my money. Impossible to get hold of anyone by email or phone

Dear Harrit657,

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 clarify your situation.

Could you please specify the status of your withdrawal request? Is it pending, or has it been processed by the casino?

What types of games did you play?

Did you accumulate your winnings with or without a bonus?

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

Hi, thank you for your reply.

The payment isn't pending, the game played was fisherman's frenzy and the winnings were without a bonus.

Could you please send me a screenshot of your withdrawal history to check the date when your withdrawal was processed? Usually, we recommend players wait up to 14 days for their winnings to appear in their bank account.

Dear Harrit657,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.