Hello,

as pokerstars has no contact phone number i have no more options but asking for help here (sorry, if this is the wrong forum chapter but i found it the most fit).

First I want to describe my account then the situation.

I have my account since 2009, last year i once asked about my overall balance (deposit - withdraw).
It was MINUS 5.500€, was okay for me, 10 years of fun for 5500 euro - and i played a lot casino - was really okay.
I then had some weeks were i put in really much and didnt draw out anything (I guess i put in about 4-5.000€) and now 5 weeks ago i won 6000€ on roulette.

Of course i want to withdraw (could REALLY need the money right now) and BOOM.

DECLINED - Documents needed

Okay no problemo, i send the documents through the client around end of march.
NO confimation email, no answer. a few days pass by 10.04.2020, then i use the chat to ask about my verification and emmidiately get the answer that one document was not allright, and I answered to the email in minutes with the new verification document.
again no feedback or verification.

I since then wrote about 2/3 mails a day to all adresses (support, security, verification and paymentservice) until i get an answer on 20.04.2020:
Hello Adrian,

Thank you for your follow-up.

We can confirm that your original email, including documentation, is with the relevant department pending review.

We always aim to provide quick support to our customers. However, depending on the complexity of the case, sometimes it may take longer to reply to your email.

Rest assured that you will be contacted as soon as possible.

Thanks for your patience and your understanding.

Regards,

Yuliya
Stars Support

No more messages since then. 10 days to look at a bill enough?
I dont understand why, when i used the chat, it took them like 5 minutes (while chatting) to verify and tell me its unfit and now it takes them more than 10 days?
Also i am writing like 3 mails a day to them, dont get any answers.

I allready sent emails with "Urgent" in the title, also i sent emails though mail, client and also uploaded the document in the client and send them to all the above mentioned emails.

What can i do?

thanks in advance for your replies



BR Adrian
-edit: lol put my phone number here, email habits.

Read Internet Poker rather than posting here. Stars' support numbers are a fraction of what they were years ago, so taking longer was the norm even before coronaplague affected the whole world. Your case is not abnormally slow in the slightest (you say 10 days, when it's not even five working days), don't clog up the queue with further emails. If you could REALLY need your casino winnings, you probably shouldn't be playing in the first place

thank you for your reply.

i was wondering why a competitor happened to ask for verification end of aprils first week and we got it sortet out in 36 hours.

Maybe someone else can contribute to my original question if i can help solving this issue faster.

You've sent them 30 emails in 10 days? Imagine if everyone did the same.

thank you for your reply.

today its been 3 weeks

Mr. Green: 36 hours
Pokerstars: 504 hours and still pending (same documents).

Why should i accept this behavior? It´s a disgrace.

You shouldn't. Play somewhere else.

They veryfied me just now.
Will withdraw to zero now and never play again. What idiots, im well earning and love gambling.
they lost a loving customer.

Have a nice day, thanks for the answers.