PokerStars Casino - Der Spieler hat Probleme, die KYC-Überprüfung abzuschließen.

They sent me an e-mail that I have to authenticate, I sent the documents and my account is still closed while 5 days have passed, no one answers my e-mail

Μου εστειλαν e mail οτι πρεπει να κανω ταυτοποιηση εστειλα τα εγγραφα και ο λογαριασμος μου ειναι ακομα κλειστος ενω εχουν περασει 5 μερες,δεν απανταει κανενας σε e mail μου

Dear Ioannis,

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. None of the serious and licensed casinos takes KYC lightly and it might take few working days completing this thorough procedure. If all the data is correct, there should be no reason for the casino to delay your withdrawal. Could you please advise if your account is still accessible? 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

Good evening, I didn't ask to make a withdrawal, it just doesn't let me play (without asking at the moment to make a withdrawal), I can't play yet it comes out (the chat privileges have been revoked contact us) and no one answers me

Καλησπερα,δεν ζητησα να κανω καποια αναληψη,απλα δεν με αφηνει να παιξω (χωρις να ζητησω προς στιγμη να κανω καποια αναληψη),δεν μπορω να παιξω ακομα μου βγαζει (εχουν ανακληθει τα προνομια συνομιλιας επικοινωνησε μαζι μας) και δεν μου απανταει κανενας

Thank you very much Ioannis for your quick reply. I will now transfer your complaint to my colleague Peter who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Good evening, thank you very much, my account remains without me being able to play (unjustifiably) from such a GREAT company

Καλησπερα ευχαριστω παρα πολυ,ο λογαριασμος μου παραμενει χωρις να μπορω να παιξω (αδικαιολογητο) απο τοσο ΜΕΓΑΛΗ εταιρια

Hi Ioannis,

I'm taking over your case. I will contact the casino and see what can be done.

Peter Thank you very much I will wait, my account remains closed (I can't play)

Peter Ευχαριστω παρα πολυ θα περιμενω,ο λογαριασμος μου παραμενει κλειστος (δλδ δεν μπορω να παιξω)

We would like to ask the PokerStars Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, the complaint will become ‘unresolved’ which may negatively affect its rating.

Thank you very much Peter, I sent the documents again a second time because they asked me 5 days ago, still no answer

Ευχαριστω παρα πολυ Peter τα ξαναεστειλα τα εγγραφα ξανα δευτερη φορα γιατι μου το ζητησαν πριν απο 5 ημερες,ακομα τιποτα απαντηση

Good evening Peter, my account was opened after all this time

Καλησπερα Peter ο λογαριασμος μου ανοιξε μετα απο ολο αυτο το διαστημα

Hi Ioannis,

I'm glad to hear that your issue got resolved even though we haven't received any reply from the casino. I will now mark the complaint as 'resolved' in our system. Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future. 

Best regards,

Peter