PokerStars Casino BG - Гравець не може зняти виграш.

Yesterday at noon I requested a withdrawal to a bank account, which was approved. Today I am trying to state something else, but the system tells me that 24 hours have not passed since the previous download request, which is not true. I contacted in the chat and from there they confirmed to me that 24 hours have passed and I can order another withdrawal, but it doesn't work.

In the chat I was told about open, closed sessions, but as a client I am not interested in that. Their technical stuff shouldn't affect me. I still can't request a bank account withdrawal and none of the chats helped me in this case.

Вчера на обяд заявих теглене по банкова сметка, което беше одобрено. Днес се опитвам да заявя друго, но системата ми казва, че не са минали 24 часа от предното заявяване за изтегляне, което не е вярно. Свързах се в чата и от там ми потвърдиха, че да минали 24 часа и мога да заявя друго теглене, но не става.

В чата ми говореха за сесии отворени, затворени, но мен като клиент това не ме интересува. Техническите им неща не трябва да ме засягат. Все още не мога да заявя теглене по банкова сметка и никой от чата не ми помогна в този казус.

Hello Taktik123,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. Has the first withdrawal already been processed? Do I understand correctly that you are receiving an error message when you try to request the withdrawal? If yes, please post here a screenshot.

Would you be so kind and send me all the relevant communication between you and the casino, so we can gather as much information as possible? My email address is kristina.s@casino.guru.

I hope, we will help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Kristina

Hello,

Thanks for your quick response. I sent photos by e-mail.

Здравейте,

Благодаря за бързия отговор от Ваша страна. Изпратила съм на мейл снимки.

Thank you very much Taktik123 for your reply. I will now transfer your complaint to my colleague Andrej who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Dear Taktik123,

From now on, I’ll be taking care of your complaint. I’ll contact the casino and try my best to resolve the issue as soon as possible.

I would like to invite PokerStars Casino to join this conversation and participate in the resolution of Taktik123’s complaint.

Thanks. After that day, I no longer tried to withdraw to a bank account from the casino. I hope at least some of them will adequately explain what the problem is and whether it is or will eliminate it.

Благодаря. След онзи ден не съм опитвала повече да тегля по банкова сметка от казиното. Надявам се поне някой от тях да обясни адекватно какъв е проблема и дали е или ще го остранят.

Dear Andrej,

Thanks for your request.

After reviewing this for the player, I can see that he requested a withdrawal on 11-08-2021 ($50 by Direct Bank Transfer) which was not processed until nearly 12 hours later.

This is why the player received the message. The 24 hour waiting period, starts to run from the moment the withdrawal is processed, not from the moment the player has requested it.

I also see that the player has requested a successful withdrawal, earlier today, which was processed immediately.

Please let me know if you have any other questions.

Kind regards

PokerStars Casino

The player requested a withdrawal by bank transfer after 24 hours and after 48 hours. But it seemed to him that he could not. He connected in the chat and was told that there was no reason not to, but the software did not work. For this, the player pulls through Skril.

Obviously I won't get an answer as to what this is due to or someone will look to see if you have a technical problem. You answer veiledly about the main problem - withdrawal by bank transfer.

The chat talked about unclosed sessions from the 11th, which the player should not be affected, and each new session with a game should close the previous one as in other casinos in Bulgaria.

Играчът, поиска теглене по банков път след 24 часа и след 48 часа. Но му излизаше, че не може. Свърза се в чата и от там му казаха, че няма причина да не може, но софтуера не даваше. За това играча тегли през Скрил.

Явно няма да получа отговор на какво се дължи това или някой ще погледне дали нямате технически проблем. Отговаряте завоалирано и около основния проблем - теглене по банков път.

В чата говореха за незатворени сесии от 11ти, което играча не би трябвало да го засяга, а всяка нова сесия с игра трябва да затваря предната както е в други казина в България.

Thank you, PokerStars Casino, for your reply.

Dear Taktik123,

Could you please explain more in detail what seems to be the issue? Are there any withdrawal requests that have not yet been processed in your account?

I explained the problem and even sent photos. I currently have no withdrawal requests.

Проблемът го обясних и даже пратих снимки. В момента нямам заявки за теглене.

Dear Taktik123,

Do I understand correctly that the issue has been, therefore, resolved?

I don't know if it's resolved, I'll find out if I have a withdrawal to a bank account. If you want to close the complaint, obviously I will not receive an adequate explanation.

The message when trying to withdraw is also wrong - it says 1 request, not 1 approval of withdrawal, ie. if I make 1 request now, I should be able to again after 24 hours, and not wait for approval or processing of the request.

Не знам дали е решен, ще разбера като имам теглене към банкова сметка. Ако искате затваряйте жалбата, явно адекватно обяснение няма да получа.

Съобщението при опит за теглене също е грешно - пише 1 заявка, а не 1 одобрение на теглене, т.е. като направя 1 заявка сега, би трябвало след 24 часа пак да мога, а не да чакам одобрение или обработка на заявката.

Thank you, Taktik123, for clarifying. We will not close this complaint without your confirmation that you’ve received your funds.

Please keep us posted on any updates. I’m setting the timer for 7 days.

Dear Taktik123,

Has there been any news regarding the issue? I’m extending the timer by 7 days. Kindly note that in case you don’t reply in the set time frame, I will have to reject your complaint.

Hi, I don't think there is a problem anymore

Здравейте, мисля че вече няма проблем

Thank you, Taktik123, for your reply. Do I understand correctly that you have successfully received all disputed funds?

Yes

да

Thank you, Taktik123, for confirming and for using the Casino Guru complaint resolution center. I’m very glad you have received your funds. As the issue has been successfully resolved, we will now mark your complaint as 'resolved' in our system. Please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

Best regards,

Andrej, Casino.guru