Cannot Withdraw from Pokerstars.ES

D

DwaynR

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Hi everyone! This is my first post on cardschat so if something is wrong with my post (like it being in the wrong place, let me know!)


A bit of background information: I've been playing on pokerstars.ES for about 1 and 1/2 years. I am from the netherlands but I live in germany but most people have access to the ES player pool regardless (as most of you probably know).

I have recently gotten a big score and wanted to withdraw money from the site but the following pops up:
"Your status in Spain"
Nationality: Netherlands (correct)
Document type: here i can chose between "Passport" and "other"
Document description: "Ausweis" (which is in German for some reason)
Then a Document number which I will blur out even though it is not mine.

I will attach a screenshot of the window that pops up.

I do not understand why this is happening and am thus asking for advice. I have withdrawn from and deposited money on .ES many times before but this has never happened. I have tried contacting support but they have not yet responded. Any advice would be appreciated!
 

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iwont20

iwont20

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Have you ever verified your account? Because this window looks like the one you get after registration - in order to play there you had to go through the verification process and had to complete the real money Form. So my guess is either you haven't completed this form before (maybe because you've registered earlier) or maybe they checking your account one more time, that happens sometimes in all the rooms, especially when withdrawing bigger amounts.
 
D

DwaynR

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Have you ever verified your account? Because this window looks like the one you get after registration - in order to play there you had to go through the verification process and had to complete the Real Money Form. So my guess is either you haven't completed this form before (maybe because you've registered earlier) or maybe they checking your account one more time, that happens sometimes in all the rooms, especially when withdrawing bigger amounts.


First of all thanks for the reply! Yes I have definetly verified my account. This does indeed look like they want to recheck it, the only problem is however that I literally cannot do anything. It doesn't matter what options I select or if i press continue - nothing happens. :(
 
PHX

PHX

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Stars support will have to guide you on what you need to do.

On the regular client their is live chat it is on the help tab. It is available most times of the day.

2019 03 18 153403

Not sure if it is the same on the .ES client. If it is not available there should be the contact support form on client use that one, or the one on website here: http://contact.rationalwebservices....rand=PokerStars&tracking=/poker/room/support/


Best of luck

Hi everyone! This is my first post on cardschat so if something is wrong with my post (like it being in the wrong place, let me know!)


A bit of background information: I've been playing on Pokerstars.ES for about 1 and 1/2 years. I am from the Netherlands but I live in Germany but most people have access to the ES player pool regardless (as most of you probably know).

I have recently gotten a big score and wanted to withdraw money from the site but the following pops up:
"Your status in Spain"
Nationality: Netherlands (correct)
Document type: here i can chose between "Passport" and "other"
Document description: "Ausweis" (which is in German for some reason)
Then a Document number which I will blur out even though it is not mine.

I will attach a screenshot of the window that pops up.

I do not understand why this is happening and am thus asking for advice. I have withdrawn from and deposited money on .ES many times before but this has never happened. I have tried contacting support but they have not yet responded. Any advice would be appreciated!
 
specialjuice

specialjuice

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Mar 3, 2019
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contact their support they know the best about it
 
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