PokerStars Casino - Das Konto des Spielers wurde nicht verifiziert.

The casino has not verified my account for a month now. They don't even take the effort to check my documents, which I have sent all of them. As of today, I can't even log into my account. I have deposited €70 and now I have €170, and I want to withdraw them. In a communication through live chat, after many attempts, I asked them to give me my money if they don't want to verify my account. I didn't receive any response.

They probably are scammers and don't want to give me my money.

Το καζινο δεν με επαληθευει εδω και 1 μηνα,δεν μπαινεις καν στον κοπο να ελεγξει τα εγγραφα μου,τα οποια τα εχω στειλει ολα,και απο σημερα δεν μοορω καν να συνδεθω στον λογαριασμο,εχω καταθεση 70€ και τωρα εχω μεσα 170€ και θελω να τα αναληψω,σε μια εποικοινωνια μεσω λαιβ τσατ μετα απο πολλες προσπαθειες τους ειπα να μυ δωσουν τα χρηματα μου σε περιπτωση που δεν θελουν να με επαληθευσουν,απαντηση δεν πηρα.

μαλλον ειναι απατεωνες και δεν θελουν να μου δωσουν τα χρηματα μου

Dear Johnytsouk,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with PokerStars Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please advise how long were you a player of the casino and when exactly was your account blocked? 
• How did you learn about your account being blocked? 
• Which documents have you provided so far? Were any of your documents approved to your knowledge?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports, poker) 
• Did you achieve your current balance with the help of a bonus? 

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Finally I was able to log in, the account was opened on 10/26, I have sent all the identification documents, ID, passport, address and bank documents, I have played games without bonuses, the issue is that they don't check them and they don't answer the emails

Τελικα μπορεσα και συνδεθηκα,ανοιξαντον λογαριασμο στος 26/10 ,εχω στειλει ολα τα εγγραφα ταυτοποιησης,ταυτοτητα,διαβατηριο ,εγγραφα διευθυνσης και τραπεζας ,εχω παιξει παιχνιδια χωρις μπονους ,το θεμα ειναι οτιν δεν τα ελεγχουν και δεν μοτ απαντανε στα μειλ

The casino is a scam, scammers who write you on purpose when you have won money so that they don't give you money, you can't communicate with them via live chat, and they never answered your emails, stay away, don't play at pokerstars(clowns)

Το καζινο ειναι απατη,απετεωνες που σε γραφουν επιτηδες οταν εχεις κερδισει χρηματα για να μην στα δωσει,δεν μπορεις να εποικοινωνησεις μαζι τους μεσω λαιβ τσατ.και στα email δε σου απαντανε ποτε,μακρια ,μην παιξει κανει στην pokerstars(clowns)

I understand your frustration, Johnytsouk.

• Could you please clarify which document you provided for your proof of address?
• Have you received any email responses, notifications, or status reports on the verification status of your KYC (verification) documents?
• Could you please share with me your attempts to communicate with the casino? Send the most recent emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here.

It doesn't make sense to send you the records because the issue is that they didn't even distribute the emails I sent them, you can't connect to the live chat, please close it, the company is clearly a scam, at least let other players see it avoid this casino, they are scammers

δεν εχει νοημα να σας στειλω τα εγγραφα διοτι το θεμα ειναι οτι δεν τα διανεζαν καν τα mails που τους εστελνα,στοlive chat δεν μπορεις να συνδεθεις ,παρακαλω κλειστε την υποθες,απλα η εταιρεια ειναι ξεαθαρα μια απατη,τουλαχιστον να το δουν αλλοι παιχτες ωστα να αποφυγουν αυτο το καζινο,ειναι απατεωνες

We’ve rejected this complaint as per the player’s explicit request. We are sorry we could not be of more help on this occasion. Please do not hesitate to contact us in the future if you run into issues with this or any other casino. We are here to help.