Hello everyone, as title said pokerstars.it doenst accept my documentation to verify my account.
Long story short: I used to be supernova between 2007-'12, then i totally stopped to play poker, it all started with a long vacation and never get back online after that. My account was called Steve23JJ.
1 week ago I installed stars again after 6 yrs more or less but couldn't log in. By mistake thought my account was deleted as not in use so I created a new one (with my real name address and so on) so I received an email saying I already was registered blabla.
With patience got my old account back with a new password and put money on it from my gf credit card. Deposit has been ofc accepted.
An email from security said my account has been blocked and needed to verify. No problem I said, i remember I never had any issue with stars, that's why I choosed it to play again.
Following their request I sent : my Id front and back, 2 selfies with my Id (felt dumb but ok), a council document proving my address, my gf id, a photo of the card used and a pdf with my gf bank statement (she got an English bank account as she is not italian).
After THREE DAYS they said they can't accept a pdf file (bear in mind I wanted to play Saturday and Sunday and I'm already not in a mood anymore) but wanted a visible url displaying her bank account. She did it and I sent it.
After ONE MORE DAY they said they can't accept a screenshot from mobile because must be done from laptop and it must show url, card number, card issue date (??) .
She did a screenshot from laptop where they could see url, sort code and account number showed in her card. THERE IS NOT A FULL CARD NUMBER IN A STATEMENT but sort code and account numb, there is NOT issue date either in a statement.
I sent it saying I was starting to be tired and it was all in my possession (sent a total of 12 files all from original documents), url was visible, stars deposit with date and amount visible, of course not a full card number as there is not but (what a coincidence!) codes are the same of the ones I used to deposit and in the photo of card I sent!
After THREE MORE DAYS they answered back saying I have to send a screenshot with issue date visible and so on, totally like a broken disk and a week is gone.
Money are frozen there, don't wanna play poker anymore (I became a good bridge player meanwhile) and I 've just asked a refund.

Do you think they still going to make problems ?
Am I the only one having this issues with stars or their support became totally useless in these years?

Thanks for your answers and I hope I posted it in the right section.

Stefano

lol

Don't pay with other people credit cards on your accounts anywhere if you don't want get in theses situations or worse ones.

It looks like they now just want to receive a proper screenshot of your gf's credit card, showing its issue date, as they are concerned you may be using stolen details, or a new card in someone else's name, either to steal or launder money.

It seems it will be quite easy to resolve, if this is legit. There should be no real urgency to obtain a refund as you had earmarked the money to gamble with.

As it is not stolen and as it is available to me i thought it was quite easy to prove it (can make a photo of it, can make a screenshot of it).
I havent got a credit card on my name: a debit card and online bank transfers have always been enough, plus she got one just in case and we are alright. I used to have PayPal but are maybe 2 or 3 years I don't even log in in it.

I sent a bank statement in pdf, i sent also a proper screenshot displaying this specific transfer, a proper screenshot displaying url, my gf name and address, sort code and account number.
It is a Lloyd bank and I don't see ANYWHERE online card issue date and the 16 card numbers but I can see everything else (sort code, account numb, name, address, transfers)

Steve - It seems to me that you have two options:
a) Try and do what they ask.

or

b) Let them know that you can't do what they ask. In this case, they might be able to cancel the deposit and/or refund the money to your account or something.

I don't see what, if anything, the people on this forum can do to help you.

Yeh Josem, while I m waiting im worrying they going to ask for not existent documents just to refund. I was also hoping stars to have some guy in here to have a real time support for example.i remember there was or in this forum or in the Italian one (i guess so.. maybe I am wrong).
still believe that : 2 scans of my id, 2 scans of my gf id, a selfie with my document showing my face and id itself, proof of address, a photo of the card I used, a pdf of her bank statement, a screenshot showing this specific bank transfer, a screenshot showing url, her name and address with card s sort code MUST be enough.

It's a bit tilting when someone s asking for something that doesn't exist, i don't believe Lloyds gonna modify their site just for this reason

Does she not have a physical Credit Card?

Yes Mike I forgot to mention that document now as they r many but I wrote it at the start

Yes she does. I sent a photo of it.

As you wrote "Yes she does! In fact I sent a photo of it" before your quick edit to above, if it showed the issue date clearly, I'd think they should be good to go as soon as they get round to responding to that e-mail.

Yeh I wanted to also quote myself as I wrote it in the opening post.
That photo was in my first email. What they missing is just one document: screenshot showing url, her name, card number, card issue date. There is not such a thing in Lloyds site.

Is there anyone in here from stars I could contact ?

I'd say fo sho that they just want another photo, (like me, I think they used the word screenshot by mistake), with the issue date shown, clearly. As you have said, the issue date of a credit card isn't shown anywhere else.

They answered late again.
Unless I don't send a screenshot showing issue date they can't refund.

Guys pls, do u know someone from stars support?

Yes, Stars has multiple reps on our forums. I don't know their exact screen names off by heart, so I'd suggest you find them the same way I would - go to one of the popular Stars threads, and they'll likely have posts there.

Edit to add: Actually, that might not be as easy as I thought, so I did some searching for you. Looks like these guys are both tourney reps, but both were active today and can hopefully pass you along to the appropriate person:

PokerStars Baard
PokerStars Luke

THANKS to everyone who answered.
Sorted it out in a stupid way: sent all again and again all together and they accepted it. I know it sounds stupid but thats what happened