PokerStars Casino GR - Вилучення гравця затримано.

I made a redemption on a card that I had made a deposit, but I lost it and declared it a loss. I informed them, they replied after dozens of emails that they thank me for the update and to wait up to 10 working days for the money to be credited to the account where the card was connected. The days passed, but nothing of money. The answer to every email I send is the same all the time. Query forwarded !!! Half a month has passed though.

Έκανα εξαργύρωση σε κάρτα που είχα κάνει κατάθεση την οποία όμως την έχασα και τη δήλωσα απώλεια. Τους ενημέρωσα, μου απάντησαν μετά από δεκάδες emails ότι ευχαριστουν για την ενημέρωση και να περιμένω μέχρι τις 10 εργάσιμες μέρες για να πιστωθουν τα χρήματα στο λογαριασμό που ήταν συνδεδεμένη η κάρτα. Πέρασαν οι μέρες, τίποτα όμως από λεφτά. Σε ότι email και να στείλω η απάντηση είναι ίδια μονίμως. Query forwarded!!! Έχει περάσει μισός μήνας όμως.

Dear Σωκρατης,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Would you be so kind and confirm you passed the KYC verification? Have you ever made a successful withdrawal before?

Also, do I understand you correctly that you lost the card to which the withdrawal was supposed to be sent?

Additionally, please, forward any relevant communication between you and the casino to kristina.s@casino.guru (or alternatively post it here).

Looking forward to hearing from you.

Best regards,

Kristina

We received this email from Socrates:

"Account verification has been done in the past. The card has been lost. I have not withdrawn again, this is the first time"

We received this email from Σωκρατης:

"Η επαλήθευση λογαριασμού έχει πραγματοποιηθεί στο παρελθόν. Η κάρτα χάθηκε. Δεν έχω κάνει ξανά ανάληψη, είναι η πρώτη φορα "

Σωκρατης, would you be so kind and forward me any relevant communication between you and the casino? My email address is  kristina.s@casino.guru. Thank you very much.

Additionally, I would like to ask you to reply to your submitted complaint inside the existing thread and not by sending emails, unless you’d like to forward any relevant communication. Replying inside the thread is the easiest way for us to link all the relevant information to the correct issue and to collect important details and data in one place. 

Thank you very much Σωκρατης for your email. I will now transfer your complaint to my colleague Jozef 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.

Hello Σωκρατης.

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

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, we will close the complaint as ‘unresolved’.

Since we haven’t received any response from the casino regarding the issue, we are forced to close the complaint as ‘unresolved’.

The casino can reopen this complaint anytime.

Dear Σωκρατης.

I am very sorry but since the casino team is unresponsive, we’re not able to proceed with further investigation. Another option is to file an official complaint at ADR and/or licensing authority of the casino. I will gladly help you with it. Please, be aware that this complaint will affect their reputation on our website. Let me know if you have any questions or require further assistance. 

Best regards, Jozef

Casino.Guru

jozef.k@casino.guru