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Dear Casino Guru support,

On the 9th of November I requested a withdrawal to the amount of 3752 euros. Considering I had reached my withdrawal limit for the day, it became a pending transaction with a time frame of 72 hours to be processed. After waiting for 96 hours and the withdrawal still being marked as pending, I contacted Pokerstars livechat support. They told me that I am required to submit additional documentation to verify my account. This was the first annoyance, as I doubt they would have made any effort to make me aware of this and waited for me to make contact.

I have been playing with Pokerstars for nearly 5 years, have verified previously, and made plenty of withdrawals before. So immediately after (on the 14th), I submit a copy of my passport and bank statement from N26. After waiting 4 days I contact live chat support on the 18th and they inform me N26 is cannot be used and to provide an alternate document.

I had opened my account in Germany, though due to Coronavirus, I moved rather unexpectedly back to Luxembourg at the beginning of the outbreak. I did not have any applicable utility bills that were less than 3 months old or anything else relevant because I cancelled everything before I left. I explained this fact, said that I am currently in Luxembourg and provided them with 3 relevant documents all less than 3 months old, all original scanned copies from government agencies with my name and address (on the 18th). I receive a reply on the 19th, relating to the initial submission on the 14th, again confirming that N26 cannot be used for verification and to submit something applicable from a specified list.

As of today 23rd of November, my withdrawal is still pending and have not heard anything concerning the relevant documentation I provided on the 18th. I am honestly quite insulted at the service. I have played there for years, sent plenty of business their way. This issue could have been resolved in less than 15 minutes with direct contact to the correct department.

Dear Galen,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please note, sometimes the casino can require additional verification, and this isn’t unusual. I believe that these complications were caused by you changing locations. You are mentioning a specified list of documents, you could submit. What are they? Is there any chance, that you could submit some alternative document?

Please forward any relevant communication between you and the casino to kristina.s@casino.guru.

I hope we will be able to help you to receive your winnings as soon as possible. Thank you in advance for your reply.

Best regards,

Kristina

Dear Kristina,

The list of accepted documents as per the email received by Pokerstars support is as follows:

Utility bill (gas, water, electricity).

Landline / internet / TV bill.

Tax or Government letter.

Insurance documents.

Bank statement or another financial letter. We cannot accept bank statements from online banks such as Revolut, Monese, Monzo, Atom, N26, Pockit Ltd, etc., as a valid proof of address.

Employer letter/payslip.

Rental agreement.

Social security letter.

Mobile phone bill.

Residence certificate.Propiska.

On the 18th I submitted 3 documents:

• Document 1, an early reminder letter dated 11.09.2020 from the Ministry of Mobility and Public Transport for my vehicles technical inspection
• Document 2, road tax bill, dated 21.10.2020 from the Administrations Office of Customs and Excise
• Document 3, invitation for biometric photographs and finger prints to update a permit, dated 02.11.2020 from the Ministry of Foreign Affairs

As of today, 24th of November I have received nothing from the relevant department, from whom I am supposed to receive an email from when there are any changes or updates regarding the issue and the withdrawal is still pending. I spoke again to live chat, to see if there are any updates or new information, though just hear the same story over and over, and how it should be resolved soon. I really have lost faith in the platform for the future, which is a shame because I have played their for years, however, I have had similair issues with other, much smaller providers, who resolved the problem within 24 hours. Again, with proper, direct contact to the relevant department, this could have been sorted in under 15 minutes.

Regards,

Galen

Galen, thank you very much for your detailed explanation. 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 Galen.

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

Please, be aware that the casino has been unresponsive but if they fail to respond I can recommend you further options.

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 Galen.

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