Hi,

I know it's not normal but I need to ask.. I don't know who to ask or what can I do if delayed withdraw from 10th of August is still not settled? I have account at least 8 years with them. I'm writing to them all the time and I'm getting same mail's that they have third-party company for banking and the investigation is started to track the process and they are waiting for answer from them.. Etc.. Etc.. I made direct bank transfer for 1.100€ and for 600€. Next day the 600 was returned to my pokerstars account, saying that my bank details are incomplete... But for 1.100 puff.. Gone?! Any ideas besides waiting? Brs

Dear Mingupay,

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? Could you please post here (or forward me) a screenshot of your withdrawal history? You should be able to find it in your casino account.

Additionally,  please forward all the relevant communication between you and the casino to [email protected]. Alternatively, you can post it 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,

Kristina

Dear Mingupay,

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.

Hi Kristina,

So happy that someone cares for my problem and is helping me with the solution... I will write all conversations and withdrawal history on your mail, ok? It's a lot.. ?? Thank you and have a nice day.

Thank you very much, Mingupay, for your cooperation. I will now transfer your complaint to my colleague Peter ([email protected]) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello there,

Thank you Mingupay for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask PokerStars Casino for their help in resolving this complaint. We would like to know what happened the to funds and if we can do anything to help resolve the issue.

Thank you!

Hello Mingupay,

Thanks for reaching out.

Your case is under investigation by our payment processors. Unfortunately, we haven't received a reply from them yet. 

You will be notified as soon as we have more information.

We apologize for any inconvenience caused by the delay. Your patience during this time is highly appreciated.

Kind regards

PokerStars Casino

Dear PokerStars staff,

Must say that your answer is also highly appreciated but not satisfied.

What bothers me is that all your answers are exactly the same... 15 of them to be exact. Come on guys... It's 21st century. Horses are not carrying pensions and salaries anymore... In my country matters like this are expedited solved and seriously approached. My highly appreciated patience is gone, but you put me in the position that nothing else but waiting and reading same answers is all i can do... Nice day to all.

Vasja

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear PokerStars Casino Team, could we have an update about the investigation by your payment processors?

Thank you in advance!

Hello Mingupay,

Thanks for your reply.

We sincerely regret for the delay. We are still waiting for an update from the payment processors.

We ask you to please be patient, they are still working on your case and you will receive a reply via email, as soon as the review is finished.

Kind regards

PokerStars Casino

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear PokerStars Casino, has there been any update from the payment processors.

Thank you in advance!

Hi, just to give an update from my side... No new positive answer. Got the answer from Ms. Melisa from Pokerstars team, that she is personaly taking care of my problem and that for now there are no new updates for my matter. I hope that till Christmas will be arranged.. ????

Hi to all... Pokerstars just returned the money to my account and complain it's arranged! Thank you for your help and thank you PokerStars for returning the money to my account.

Dear Mingupay,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Peter