PokerStars Casino UK - Player's withdrawal process is delayed due to account restriction.

My account was restricted after I tried to make a withdrawal of £120 of winnings, at the time I was not able to provide valid ID as both my passport and drivers licence had expired. I was told to get new forms of ID and once I had sent them across they would unrestrict my account. I sent over copies of both my new passport and drivers licence last week on the 26th of September but have had no contact since, either to let me know they have received the documents or how long it will take to process before my account is unrestricted. I have tried to contact them through their online chat to ask and it just immediately gets closed by an agent, I've sent them messages through their contact form with no response and have even tried contacting them on social media (Facebook &Instagram) and I have had no replies. I'm hoping you can help me resolve this before I contact the gambling commission.

Dear rebeccamilnthorpe,

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.

• Do I understand correctly that verifying your ID seems to be the only issue?
• Have you provided any other documents to verify your account and have they all been approved?

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,

Kristina

Dear Kristina,

Yes, the issue is around verifying my ID but also the lack of communication around it, I have sent other documents in to verify my account but I couldn't tell you if they've been received let alone whether they've been approved as no one has made any communication with me in regards to it since they informed me they were restricting my account.

Kind regards,

Rebecca

Thank you very much for your reply, rebeccamilnthorpe. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Dear rebeccamilnthorpe,

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.