PokerStars Casino - Das Spielerkonto wurde geschlossen.

Good evening, I just opened an account with the company, I didn't even have time to send identification documents, I made a deposit of 40 euros and now it won't let me log in and says my details are private.

Καλησπέρα μόλις άνοιξα λογαριασμό στην εταιρία δεν πρόλαβα καν να στείλω έγραφα ταυτοποίησης έκανα κατάθεση 40 ευρώ και τώρα δεν με αφήνει να συνδεθώ και λέει τα στοιχεία μου είναι καθος

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear Thanasisg,

Thank you very much for submitting your complaint. I’m sorry to hear that you are unable to access your account after making a deposit.

To understand your situation better and see how we may assist, could you please clarify the following points?

• When exactly did the issue occur?
• Have you received any emails from the casino regarding the account block or a request for verification?
• When you try to log in, what exact message or error do you see on the screen?
• Did you manage to contact the casino’s support team? If yes, what did they tell you?

If you have screenshots of the error message or any communication with the casino, feel free to forward them to petronela.k@casino.guru.

Your cooperation in providing these details will help us investigate and work towards a resolution.

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,

Petronela

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 72 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 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Thanasisg,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Petronela