PokerStars Casino PT - La cuenta del jugador está restringida durante dos semanas.

Good evening, I've been having my account restricted by the security department at this casino for 2 weeks now! I have already submitted all the requested documents, the verification department told me it would be resolved in a short amount of time. Almost 15 days have passed now.

Boa noite, estou há 2 semanas com a conta restringida pelo departamento segurança neste casino! Já enviei todos os documentos pedidos, o departamento verificação disse-me que seria resolvido num curto espaço tempo. Já passaram praticamente 15 dias.

Dear Agostinho77, 

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 takes 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

I have already sent the IBAN proof and the deposit proof, which is what they requested. About 1 week ago.

Já enviei o comprovativo IBAN e o comprovativo depósito que foi o que pediram. Há cerca de 1 semana.

Good afternoon, I still haven't received a response from this casino. All requested documents have been sent. The verification and complaints department at this casino said they would resolve it with the security department as quickly as possible. Until now, nothing. It's more than 15 days old!3

Boa tarde, continuo sem obter resposta deste casino. Todos os documentos solicitados foram enviados. O Departamento verificação e o de reclamações deste casino disseram que iam resolver com o departamento segurança o mais rápido possível. Até agora nada. Tem mais de 15 dias!3

Thank you very much, Agostinho77, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hi Agostinho77,

I've just reviewed your case and am very sorry that you came across such an issue. In order to help you resolve the problem, I will contact the casino.

I'd like to invite PokerStars Casino to join this conversation and participate in the investigation.

Can you please provide us with any reasons for the delay in the completion of the KYC procedure which caused the player's account being blocked?

Thank you.

Best regards,

Tomas

I will be waiting.

Fico a aguardar.

Good morning, so far they still haven't solved my problem.

Bom dia até agora continuam sem resolver o meu problema.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hello Agostinho77,

I'm currently trying to get in touch with the casino's representatives internally. Therefore, I'm extending the timer by another 7 days to see what can be achieved.

I will keep you updated on any developments. Thanks for your patience.

I still don't get a response from Casino.

Continuo sem obter resposta do Casino.

Hello Agostinho77,

Thanks for reaching out.

We sincerely regret that your account got restricted. It is under review by the relevant department. You will be contacted via email once the review is over.

Thank you for your patience.

Kind regards

PokerStars Casino

The point is that this review has been going on for 1 month and 1 week. They said it would take up to 72 hours

A questão é que esta revisão já dura 1 mês e 1 semana. Tinham dito que demorava até 72h

Dear PokerStars Casino,

Can you please inform us about the result of the investigation once it's finished? Thank you.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Agostinho77,

I have tried to contact the casino repeatedly but it appears they have stopped responding. There is not much that can be done now without the casino's cooperation. I will mark the complaint "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email.

In the meantime, I recommend you contact the Gaming Regulation and Inspection Service Portugal (https://www.srij.turismodeportugal.pt/pt/contactos?form=tabClaimForm) and submit a complaint to them. It has more options and tools to help players.

I wish I could be of more help.

Kind regards,

Tomas

Casino.Guru