PokerStars Casino - La verificación de la cuenta del jugador se retrasa.

Good evening.

I registered on the side on 30/1/2025, I won an amount that is still in my account, I sent all the necessary documents to identify my account over 20 times in the form they have on the side and many times by email to all the mails, I have not received any response from anyone, they only send automatic mails that if you do not validate your account within 30 days it will be closed, I informed them by email that I will proceed with a complaint if they do not respond but I still have not received any mail, the days are passing and I do not see a response.

No amount was disputed by pokerstars, they just don't identify my account so I can make a withdrawal.

Can you please help me?

Καλησπέρα σας.

Έκανα εγγραφή στο side στις 30/1/2025 κέρδισα ένα ποσό που υπάρχει ακόμη στο λογαριασμό μου, έστειλα όλα τα απαραίτητα έγγραφα για την ταυτοποίηση του λογαριασμού μου πάνω από 20 φορές στην φόρμα που έχουν στο side και πολλές φορές με email σε όλα τα mail, δε έχω πάρει καμία απάντηση από κανέναν στέλνουν μόνο αυτόματα mail ότι εάν δεν επικυρώσετε τον λογαριασμό σας εντός 30 ημερών θα κλείσει τους ενημέρωσα με mail ότι θα προχωρήσω σε καταγγελία εάν δεν απαντήσουν αλλά ακόμη δεν έχω λάβει κανένα mail περνάνε οι μέρες και δεν βλέπω ανταπόκριση.

Δεν αμφισβητήθηκε κάποιο ποσό από την pokerstars απλά δεν ταυτοποιούν το λογαριασμό μου ώστε να μπορέσω να κάνω ανάληψη.

Μπορείτε σας παρακαλώ να με βοηθήσετε?

Dear Dimosthenis, 

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? 

When was the last time you successfully communicated with the casino customer support?

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

Good morning.

I have attached my ID card, front and back, proof of residence, and my account card where I made a deposit, all of which are in the email.

The last time I sent an email with the documents was 7/2/2025 and I have not received any response to any email. I have attached them to the side form and no update.

I can send them to you if you all want the communication I have made.

Thank you very much for your directness.

Καλημέρα σας.

Έχω επισυνάψει την ταυτότητα μου εμπρός και πίσω όψη, βεβαίωση κατοικίας και την κάρτα του λογαριασμού μου όπου έκανα κατάθεση υπάρχουν όλα σε mail.

Τελευταία φορά που έστειλα mail με τα έγγραφα ήταν 7/2/2025 και δεν έχω καμία απάντηση σε κανένα mail τα έχω επισυνάψει και στην φόρμα του side και καμιά ενημέρωση.

Μπορώ να σας τα στείλω εάν θέλετε όλοι την επικοινωνία που έχω κάνει.

Ευχαριστώ πολύ για την αμεσότητα.

Good morning.

This morning they confirmed my documents and I proceeded to pick up.

Thank you very much for your help.

Καλημέρα σας.

Σήμερα το πρωί επιβεβαίωσαν τα έγγραφα μου και προχώρησα σε ανάληψη.

Σας ευχαριστώ πάρα πολύ για την βοήθεια.

I'm glad to hear that! Could you please let me know if you received your winnings? May we consider your issue resolved?

Good morning.

Yes, I received my winnings immediately, the problem is considered resolved.

Thank you very much.

Καλημέρα σας.

Ναι έλαβα τα κέρδη μου άμεσα, το πρόβλημα θεωρείται λήξαν.

Σας ευχαριστώ πολύ.

Dear Dimosthenis,

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, 

Veronika Fritz 

Casino.Guru