PokerStars Casino - Spelaren kämpar för att få sina vinster på grund av oavslutad KYC-process.

Good evening. While my account was certified and I proceeded to withdraw money which was made normally after a new deposit a few days later they closed my account as part of a formal check asking me to send proof documents again within 15 days. To a clarifying question by e-mail I never received an answer and let me try again and again. I sent via Twitter and was informed that my documents are in the competent department but due to language the identification will be delayed. 72 hours have passed and another 48 and now I do not receive a reply on Twitter either.

Καλησπέρα σας. Ενώ ο λογαριασμός μου ήταν πιστοποιημένος και προχώρησα και σε ανάληψη χρημάτων που πραγματοποιήθηκε κανονικά μετά από μια νέα κατάθεση κάποιες μέρες μετά έκλεισαν τον λογαριασμό μου στα πλαίσια τυπικού ελέγχου ζητώντας μου να στείλω τσυτοποιητικα έγγραφα και πάλι εντός 15 ημερών. Σε διευκρινιστική ερώτηση μέσω μέιλ δεν έλαβα πότε απάντηση και ας το προσπάθησα επανελλειμένα. Έστειλα μέσω Τουιτερ και με ενημέρωσαν ότι τα έγγραφα μου βρίσκονται στο αρμόδιο τμήμα αλλά λογω γλωσσας θα καθυστερήσει η ταυτοποίηση. Έχουν περάσει οι 72 ώρες και άλλες 48 και πλέον δεν λαμβάνω απάντηση ούτε στο Τουίτερ.

Dear Konstantinos,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand that it is a common procedure for casinos to audit players’ accounts. From our experience it may take 14 days, but every casino is different and has its own procedure which needs to be followed. That’s why we advise players to be patient and fully cooperate with the casino. If you don’t receive any update by then, please, let us know and we will try to help you. Thank you very much for your understanding.

Best regards,

Petronela

I will let you know when fifteen days have passed since I submitted the documents, thank you. All I am worried about is that they gave me a fifteen day deadline

Θα σας ενημερώσω όταν περάσουν δεκαπέντε ημέρες από την στιγμή που κατέθεσα τα έγγραφα, σας ευχαριστώ. Με ανησυχεί μόνο το ότι με έδωσαν δεκαπέντε ημέρες προθεσμία

Additional comments from the player:

"Good evening, I have contacted you in the past. After depositing in my certified account, the company randomly selected my account for a security check and then closed it. In the first phase I sent an email asking for 4 documents. They did not answer a clarifying question when. Later, not via email but through the contact form, I sent a question again and received an automated email in which it said to send ID and copy of my card. So they sent them again and I have not yet received a response despite my efforts either in Greek or in English to communicate. It has been nine days since I submitted them and the deadline they gave me was fifteen days. I'm afraid they will not answer me and lock my account with my money."

Thank you very much, Konstantinos, for your reply. Could you please confirm that you have sent the required documents and it was notified that they’ve been received by the competent department? In other words, do you have a proof that you have sent everything withing 15 days?

Of course I have all the emails I have sent to them

Εννοείται έχω όλα τα e-mail που τους έχω στείλει

That’s perfect. I would suggest setting the timer for additional 10 days and if there’s no development, we will intervene. 

Dear Konstantinos,

Have you received your winnings? We are extending the timer by 7 days. Please, be aware that in case you fail to update the status of your complaint in the given time frame, we will reject it. Looking forward to hearing from you.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with a further investigation or suggest possible solutions.

The player can reopen this complaint anytime.