PokerStars Casino - El retiro del jugador se retrasa.

I made a withdrawal of €14,000 to a

Account that couldn't process the withdrawal, but I immediately notified them on 26.11.2024. I sent a new account for transactions from other countries with all the necessary details, which I will send you as an attachment. The details are complete for the transfer (with all the information the casino requires), as agreed with my bank.

Napravio sam isplatu od 14000€ na

Racun koji nije moguce napraviti isplatu no medutim odmah sam ih obavjestio 26.11.2024. I poslao novi racun za transakcije iz drugih drzava sa svim potrebnim podatcima koji cu vam u privitku poslati.. Podatci su u dogovoru sa mojom bankom kompletni za transfer(sa svim podatcima koje trazi casino)

Dear dadan,

Thank you very much for submitting your complaint. Thank you very much for submitting your complaint. Unfortunately, based on the current description of events, I’m not able to assist you with this case, and I will definitely need more information. Could you please elaborate? Have you not yet received the withdrawal?

I will be patiently waiting for your reply.

Best regards,

Kristina

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

On November 26, 2024, I won €14,430 in poker stars casino

I made a payment for €14,000 to an account where payments are not possible.

I immediately informed the casino via e-mail and sent them my account from the same bank to which the payment can be made with all the data necessary for the transaction

But the casino persistently asks me for the number of the card to which I made the payment

Please, I don't know how and in what way to explain to me why I am waiting so long for my money

26.11.2024 sam ostvario dobitak u poker stars casinu 14430€

Na 14000€ sam napravio isplatu na racun na kojem nisu moguce uplate..

Odmah sam izvjestio casino preko e-maila i poslao im moj racun iz iste banke na koji se moze obaviti uplata sa svim podatcima potrebnim za transakciju

No casino od mene trazi uporno broj kartice na koju sam napravio isplatu

Molim Vas neznam kako i na koji nacin vise da mi objasne zasto toliko cekam svoj novac

No, I didn't get an answer or a withdrawal

Naturally, I will inform you as soon as I receive some information from the casino

If necessary, I will send you the information I sent to the casino

My bank gave me all the necessary information and I sent it to the casino

Ne nisam dobio niti odgovor niti povlacenje

Normalno da cu vas izvjestiti cim dobijem neku informaciju od strane casina

Ako treba poslacu vam podatke koje sam poslao casinu

Moja banka mi je dala sve potrebne podatke i to sam poslao kasinu

Thank you for your reply, dadan. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

• Was it you who entered incorrect withdrawal information?
• Is the withdrawal request displayed in your casino account in the transaction/withdrawal history? Can you post a screenshot here?
• Have you made any successful withdrawals before? 

Thank you.

My answer is that I sent everything transparently and I am now sending it to you as an attachment.

moj odgovor je taj da sam transparentno sve poslao i sad vam saljem u prilogu

I have sent you an invoice for payment.

and I sent you a message where they blocked me

Racun sam vam poslao na koji treba isplata

i poslao sam vam di me blokiraju

Now I can't even log in.

It tells me that connection is not possible.

Sad se nemogu ni ulogirati

Pise mi da veza nije moguca

Could you please post a screenshot of what you see when you try to access your account here?

I got an email asking for the same thing for a card that's not for transfers, but I sent it to them because I can't explain the same thing anymore.

The only thing that can happen is that the payment is rejected, which we all know.

Dosao mi je mail gdje isto sve traze za karticu koja nije za transver ali ja sam im poslao jer nemogu vise da objasnjavam jedno te isto

Moze samo uplata da bude odbijena sto vec svi znamo

Can you somehow speed up the payment because this has nothing to do with serious matters?

I mean, what is the outcome of so much procrastination by a player who is looking for his money and who, after losing heavily, finally won something?

Mozete li ikako ubrzati isplatu jer ovo nema nikakve veze sa ozbiljnim stvarima

Mislim, koji je ishod tolikog razvlacenja igraca koji trazi svoj novac koji je nakon intenzivnog gubljenja napokon nesto i dobio

€14,000 has just been returned to my poker stars account

Now I have €14,430 in my account, but I can't do anything with them

I sent them an email asking why they froze my account when they have all my documents (ID card, bank statement not older than a month, copy of both bank cards)

Upravo mi je na poker stars racun vraceno 14000€

Sad mi je 14430€ na racunu ali s njima ne mogu nista

Poslao sam im mail zasto su mi zamrznuli racun kad imaju sve moje dokumente ( osobnu iskaznicu, izvod iz banke ne star mjesec dana presliku bankovne iskaznice i jedne i druge)

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.

I now have €14,430 in my Poker Stars account but it's frozen.

Sad imam na poker stars racunu 14430€ ali mi je zamrznuto

Please check my last message and provide the required information.

I sent you (Kristina) an email.

Polao sam na Vas (Kristina) mail

On 26.11.2024 the event started with a win at poker stars casino

€14430 in account from poker stars

I am making a payment of €14,000 to my account together with all the data

But I sent an IBAN that was not possible for interstate transactions.

So I go to my bank and ask for all possible information for the transaction.

My bank gives me a statement titled "payment instruction" which contains all the necessary information that I sent to you.

But poker stars persistently asks for the first photo and the Iban on which I made the payment

And two days ago, in agreement with the bank, which approved the payments for the first Iban that I sent

Now they refused to pay me and returned the money to the poker stars casino account

Now I have 14430 on Poker Stars but it's frozen and I'm just looking at them

Today I sent an inquiry why I can't do anything now

No response

I sent an email to the flutter group that there is a problem with the payment

If you need documentation, please KRISTINA tell me

And I would really appreciate it if it was resolved

26.11.2024 je dogadjaj poceo sa dobitkom na poker stars casino

14430€ na racunu od poker starsa

Pravim isplatu 14000€ na svoj racun zajedno sa svim podatcima

Ali poslao sam iban koji nije bio moguc za medjudrzavne transakcije

Pa odlazim u svoju banku i trazim sve moguce info za transakciju 

Moja banka mi daje izvod sa naslovom "instrukcija za placanje" gde se nalaze svi potrebni podatci koje sam i vama poslao

Ali poker stars uporno foto trazi prve i iban na koji sam napravio isplatu

I prije dva dana u dogovoru banke koja mi je odobrila uplate i na prvi iban koji sam poslao

Sad su mi odbili isplati i vratili novce na racun poker stars casinu

Sad na poker stars imam14430 ali zamrznuto i samo gledam u njih

Danas sam poslao upit zasto sad nemogu nista 

Nema odgovora 

Poslao sam mail na flutter group da ima problem sa isplatom

Ako treba dokumentacija molim te KRISTINA reci mi

I stvarno bi bio zahvalan da se to rijesi

Cashier

Your account is suspended

This means you won't be able to play any of our games, make deposits or withdraw funds.

Available balance

€14,430.60

Ovo mi pise na stranici poker starsa

Thank you very much, dadan, for your cooperation. I will now transfer your complaint to my colleague Pavel (pavel.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello, dadan!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation. In case of player's breach of terms and conditions, please, send the relevant evidence to my e-mail: pavel.k@casino.guru. It will not be shared with anyone, including the player.

Thank you!

Hi everyone, thank you for reaching out!

We're sorry for the delay in solving this matter, dadan. Your account is now fully reinstated and you can withdraw your balance normally. For this, go to the Cashier menu and select your preferred payment method. We've also invalidated the bank account details for the payment method that generated the issue in first place. Thanks again for all your understanding and patience during the process, we remain available.

Wishing you all the best,

PokerStars Casino

I immediately made a payment of €14,400 to my bank account with the requested bank name, IBAN and BIC

Here's hoping and expecting my money in my account soon.

I thank "CASINO GURU" in advance for the mediation and I would like "Poker Stars" to brighten up my New Year

Napravio sam odmah isplatu 14400€ na svoj bankovni racun sa trazenim nazivom banke, IBAN i BIC

Evo nadam se i ocekujem svoj novac na racunu ubrzo

Unaprijed zahvaljujem "CASINO GURU" na posredovanju i volio bi da mi" Poker stars "uljepsa Novu Godinu

After paying €14,400, I received an email saying I had to send my ID and bank statement with all the details (address, IBAN, BIC, name, surname) to verify that everything was correct. I've done that a hundred times already.

I hope it's a formality now.

Nakon isplate 14400€ dobijam mail da moram poslati ID, Bankovnu listu sa svim podatcima(adresa, IBAN, BIC, ime, prezime) da ustanove jel sve tocno. To sam sto puta vec napravio.

Nadam se da je to sad formalnost.

CASINO GURU

HAPPY NEW YEAR 2025

CASINO GURU

SRETNA NOVA GODINA 2025

dadan, thank you for your wishes, happy new year to you too!

Has there been any progress on your withdrawals?

I'm still waiting.

I sent all the data and they wrote that they need 3-5 days for the procedure

And again the account is frozen at €30 and €14,400 is pending.

Jos uvjek sam na čekanju

Sve sam od podataka poslao i napisali su da im treba 3-5 dana za proceduru

I opet je racun zamrznut na 30€ a 14400€ u postpku

I will ask you again in 7 days, if there will be no progress, we will invite the casino to the thread once more, if that is all right with you.

Can... Agreed.

Moze... Dogovoreno

I have €14,400 in my account.

THANK YOU VERY MUCH CASINO GURU

Na racunu mi je 14400€

VELIKO HVALA CASINO GURU

Dear dadan,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Pavel Kaczynski 

Casino.Guru