PokerStars Casino - 플레이어의 출금이 지연됩니다.

Hola.

El día 13 de febrero de 2025 intente hacer un reintegro de 53,50 euros, el equipo pokerstars me envió este mail:

Hello Xamaruc,

We have placed your withdrawal on hold as we have determined that the location registered to your account is different from the location where you are currently accessing your account.

We kindly ask you to send us the following:

1. Front and back of a government-issued photo ID document (passport, driver�s license, ID card).

2. A recent utility bill or bank statement which clearly shows your full name, current address, and statement date (no older than 3 months). We can't accept bank statements from online banks such as Revolut, Monese, Monzo, Atom, N26, Pockit Ltd, etc.

Also, we ask that you provide a detailed explanation for this foreign login and submit requested documentation by clicking HERE, before we can proceed with processing your withdrawal.

We look forward to hearing from you.

He contestado enviándoles toda la información, y les he dado la explicación de porqué me loguee a mi cuenta desde el extranjero. Les expliqué que mi mujer y mis hijos viven en Hungría y que yo siendo residente fiscal español, voy a verlos con frecuencia, por eso me conecté desde allí. Les he enviado incluso mi certificado de matrimonio y el DNI de mi mujer para que vean que es cierto que estoy casado con una mujer húngara. Hace ya 4 días que les envié todo, ni siquiera responden. He hablado 2 veces con ellos por el chat y tampoco me dicen plazos ni me solucionan nada. El tema es que el importe de este reintegro es pequeño, pero tengo más en la cuenta y me gustaría poder disponer de mi dinero y seguir jugando en la sala. Espero que me puedan ayudar.

Dear Xamaruc,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

Have you made any successful withdrawals before?

Did you accumulate your winnings with or without an active bonus?

Did you use a VPN?

Can you still access your casino account?

Could you please share your communication with the casino? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Dominika

Hello Dominika.

I've already solved it. Thanks.

Hola Dominika.

Ya lo he solucionado. Gracias.

Dear Xamaruc,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Dominika

Casino.Guru