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Forum Home › Casino Complaints › PokerStars Casino Complaints — UK Player Experiences

PokerStars Casino Complaints — UK Player Experiences

💬 10 replies👁 28,446 views📁 Casino Complaints🕐 Last: Sun 12th Oct 2025
CA
CasinoCommentatorOP
New Member
Posts: 112
Sep 2023
Thu 2nd Oct 2025
Had a really frustrating experience with PokerStars Casino. Deposited 200 pounds, played within the bonus rules at 25x wagering, cleared it all, then tried to withdraw. They are now asking for additional documents that were not mentioned during registration. Is this normal for a first withdrawal?
👍 31👎 1Reply
LI
LightningLuke_LL
Veteran
Posts: 1,456
Aug 2021
Sat 4th Oct 2025
This is exactly why I always test a new casino with a small withdrawal before depositing a large amount. Get the KYC done early and verify the process works before committing serious money.
👍 9👎 2Reply
SH
ShopPunterShane
Forum Legend
Posts: 4,123
Mar 2020
Mon 6th Oct 2025
If the casino is UKGC licensed they cannot hold withdrawals indefinitely. The UKGC requires prompt processing. If you are getting nowhere, file a formal complaint with the UKGC directly — casinos respond quickly when the regulator is involved.
👍 14👎 0Reply
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SC
ScratchCardSophie
New Member
Posts: 123
Apr 2023
Thu 9th Oct 2025
UKGC complaint is absolutely the right move if it has been over 8 weeks without resolution. Their ADR service is free and UKGC licensed casinos are legally required to engage with it. Do not let them drag it out.
👍 5👎 1Reply
AR
ArcadeAthlete_A
New Member
Posts: 145
Feb 2023
Sun 12th Oct 2025
First withdrawal delays are unfortunately very common even at reputable UKGC sites. Most will ask for full KYC documentation on your first cashout. Under 2000 pounds it should clear within 48 hours once docs are approved.
👍 12👎 1Reply