PokerStars Casino - La cuenta del jugador está inactiva a pesar de cumplir con las solicitudes de verificación.

I have had an account with this well-known app for over 10 years and after taking a break from gaming for about 3 years, I decided to start playing again. However, after making a recharge with no issues, they started requesting a series of documents for verification purposes. I am not sure why, and they have expressed concerns about my expenses, a situation I find unbelievable given the fact that I have not played for 3 years. I have sent them all the requested documents, yet my account is still not active.

Tengo una cuenta en esta app tan conocida desde hace más de 10 años y tras una temporada sin jugar(3años)decido volver a jugar...pues tras realizar una recarga por la cual no me puso ningún problema me empieza a pedir una serie de documentos para verificar yo ya no se el que y que están preocupados por mis gastos.algo que me parece increíble pues llevaba 3 años sin jugar les envío todo y aún sigo sin tener mi cuenta.

Dear estebannewlife, 

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 ensures 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 can 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. 

Since you have not played for several years, the casino is entitled to request documents for verification to make sure that all your information is still valid and up-to-date.

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 in the correct format as soon as possible?

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

Well, I sent them all the documentation that they requested, I still haven't gotten a response, in fact, it's been a while since they sent me an email or anything for a response.

Pues les envié toda la documentación q me reclamaban sigo sin obtener respuesta es más ya hace tiempo q no me envían email ni nada x respuesta.

Before we move forward with your case, please send me any relevant communication between you and the casino requesting additional verification documents to veronika.l@casino.guru. Alternatively, you may post screenshots here. Thank you.

Dear estebannewlife,

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.