PokerStars Casino - La cuenta del jugador se ha cerrado inesperadamente.

Good evening, I opened an account a few days ago and started playing. I won some money, 4,300. When I went to verify my account, they closed it, and they are not responding to my messages nor accepting my documents.

Καλησπερα σας ειχα ανοίξει λογαριασμο πριν κάτι μέρες έπαιζα έπαιζα κέρδισα κάποια χρήματα 4300 πηγα να κάνω ταυτοποίηση κι μου κλείσαν λογαριασμό και δεν απαντάνε στα μυνηματα μου και ούτε δέχονται τα χαρτιά

Hello dqqrbkpz87,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with PokerStars Casino. Please allow me to ask you a few more question before we would move forward.

• Could you please advise since when exactly is the verification process ongoing?
• Which documents have been already approved and which ones not?
• When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

I have been trying to log in since 21/09/24 the last time I spoke to them was 28/09/24 they responded after 7 days

I have sent them both address and ID back and forth, everything that they needed and they have not done anything, the problem is that as soon as I won, they closed it after a while and they have no answer anywhere, I have also sent them gmail, I don't know, I am thinking of suing them because the profit was big enough and from what I see in the schools they all do the same and they don't have any contact phone I know it will take time but at least I will get my money and more!!

Ταυτοποίηση προσπαθώ να κάνω από 21/09/24 τελευταία φορά που μίλησα μαζί τους ήταν 28/09/24 αυτή απάντησαν μετά από 7 μέρες

τους έχω στείλει και διεύθυνση και ταυτότητα μπρος πίσω όλα δηλαδή ότι χρειάζονταν και δεν έχουν κάνει τίποτα το θέμα είναι ότι μόλις κέρδισα μετά από λίγο το κλείσαν και δεν έχουν απάντηση πουθενά τους έχω στείλει και gmail δεν ξέρω σκέφτομαι να τους κάνω μήνυση γιατί το κέρδος ήταν αρκετό μεγάλο και από ότι βλέπω στα σχολεία σε όλους κάνουν τα ίδια και δεν έχουν κανένα τηλέφωνο επικοινωνίας ξέρω θα πάρει καιρό αλλά τουλάχιστον θα πάρω τα χρήματα τα μου και με παραπάνω!!

now only these show that they have a problem and from google it says that something went wrong but I have not received any response from the casino via gmail

τώρα μόνο αυτά βγάζει ότι έχουν κάποιο πρόβλημα και από google λέει ότι κάτι πήγε στραβά αλά καμία απάντηση δεν έχω πάρει ακόμη από το καζίνο μέσο gmail

Dear dqqrbkpz87,

Would it be possible to forward any kind of communication between you and the casino regarding this matter to nikolas.b@casino.guru for further review?

Looking forward to your answer.

Regards,

Nick

Dear dqqrbkpz87,

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.