PokerStars Casino IT - A conta do jogador foi encerrada após um depósito.

Hello, yesterday I opened a gaming account on pokerstars.it

To verify the account, I uploaded my identity document, then I deposited 50 euros to try the games and won 93 euros. Then, to see how withdrawals work, I withdrew 50 euros and it arrived immediately. With the remaining 43 euros, I won a total of 360 euros and withdrew it all confidently, receiving the money via PayPal in 5 minutes. So, I thought everything was fine as my verification seemed complete and the withdrawals arrived. I decided to deposit 600 euros back onto PokerStars, and as soon as I deposited the 600 euros, my account was blocked. They are now asking for a lot of documents via email, and I can't even access my PokerStars account. I'm asking for your help, please.

salve ,ieri ho aperto un conto gioco su pokerstars.it

per verificare il account ma caricato il mio documento di identita .poi ho depositato 50 euro per provare i gioci e ho vinto 93 euro.poi per vedere come funziona il prelievo ho prelevato 50 euro e mi arrivata subito .poi con i restanti 43 euro ho vinto un totale di 360 euro e ho prelevato tutto bene mi arrivato i soldi tramite paypal in 5 minuti .quindi io pensavo che tutto bene sono stato verificato e prelievi arrivano e ho pensato di versare 600 euro di nuovo sul pokerstars e appena ho depositato i 600 euro .mi hanno bloccato il conto e tramite email mi sta chiedendo un sacco di documenti e non riesco neanche ad entrare nel mio account pokerstars . chiedo il vostro aiuto perfavore

Dear likhon75,

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. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process, and asking for additional documents is very common.

• Could you please advise which documents you have already provided? 
• Have you provided all the required documents as soon as possible and in the correct format?

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,

Kristina

Hi Kristina,

I provided

1) identity card

2) Postepay account statement

3) PayPal profile photo

4) I also sent some screenshots of the deposits via PayPal that I made on the pokerstars site

I sent all these documents after 20 hours of receiving the email.

Salve kristina ,

io Ho fornito

1) carta di identità

2) estratto conto di Postepay

3) photo di profilo PayPal

4) ho mandato anche alcuni screenshot dei depositi tramite PayPal che io ho fatto sul sito pokerstars

ho mandato tutti questi documenti dopo 20 ore dell arrivo del email .

Hi, after sending the documents.

I received an email from pokerstars.

in the email they told me that as proof of residence they can't accept my bank statement because it's older than 3 months the problem is that I have the postpay evolution and with postpay evolution the bank statement is annual and I only have the one until 2023. And pokerstars doesn't accept my bank statement because it's older than 3 months and I don't have any type of electricity, gas or telephone contract in my name. But in any case I can provide the family status certificate issued by the municipality and I don't know if that's ok for pokerstars ??

Now I am too scared to lose my deposited money.

salve ,dopo aver inviato i documenti .

ho ricevuto una mail da pokerstars .

in mail mi hanno detto che come prova di residenza non possono accettare il mio estratto conto perché è più veicchia di 3 mesi il problema é che io ho il postpay evolution e con postpay evolution il estratto conto é annuale e ho solo quello di fino 2023 . E a pokerstars non vanno bene il mio estratto conto perché é più vecchia di 3 mesi e io non ho nessun tipo di contratto di luce ,gas o telephonia nel mio nome . Ma comunque posso fornire il certificato di stato di famiglia rilasciato dal comune e non so se vanno bene quello a pokerstars ??

Adesso Sto avendo troppo paura per perdere i miei soldi depositati .

anyway 15 hours ago I sent the family certificate issued by the municipality for proof of residence and the screenshots of the PayPal profile.

and I'm waiting for the answer from pokerstars.it casino

comunque 15 ore fa ho mandato il certificato di famiglia rilasciato dal comune per la prova di residenza e i screenshot del pio profilo paypal.

e sto aspettando per la risposta del casino pokerstars.it

Thank you very much for your reply, likhon75. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Dear likhon75,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.