PokerStars Casino PT - El jugador experimenta un retraso en la verificación de retiro.

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.

boa tarde. venho por aqui fazer uma reclamação sobre a poker stars pois o meu método de pagamento continua em verificação aptos alguns dias de ser submetido , e pelo que vejo nao sou o único nesta situação . tenho tentado entrar em contacto com a ajuda da pokerstars on Line de quais conversas tenho os pintes e eles dizem queverificaçao e feita dentro dos 48 h depois outro assistente diz me que e após 72 horas .

pelos vistos a pokerstars nao e de confiança como deixa parecer .sou influencia e tenho 2.7 milhões

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

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

ola . obrigado pela resposta breve . a unica coisa que me foi pedida para verificaçao foi um print screeen do paypal qual foi enviado e confirmado com o apoio da poker stars quais disseram que estava conforme . envio o mesmo para voces

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.

apos varias tentativas com a equipe da poker stars , enviei todos os print screeens da minha conta paypal para pokerstars e eles dao sempre a mesma resposta .estao a tentar atrasar me o pagamento esperando que eu jogue o montante que tenho na conta .infelismente terei de fazer uma reclamaçao as autoridades portuguesas .

Serviço de Regulação e Inspeção de Jogos (SRIJ). turismo de portugal . vou tambem enviar o caso para investigaçao TVI e. CMTV pois pelos vistos nao sou o unico que isso acontece .esses situaçoes tem de ser reclamdas para nao haver mai pessoas enganadas. a publicidade negativa que a POKERSTARS. DE CERTEZA VAI LHE TRAZER MAIS PERDAS QUE OS MEUS 20000€ .TODO MUNDO DEVIA RECLAMAR AS AUTORIDADES COMPETENTES SE NAO ESSES SITES VAO CONTINUAR A ENGANAR UM E OUTRO .

Do I understand correctly that you submitted an official complaint to the Portuguese authorities?

Dear maryofxlll,

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.