PokerOK Casino - Igrački račun je zatvoren sa čekajućim isplatama.

My account at PokerOK (pokerok.com, the Russian/CIS skin of GG Poker Network) was frozen on January 31, 2026. My balance is $4,726.43, of which $1,998.52 (2,000 USDT at the room's exchange rate, confirmed by screenshot) was deposited by me.

IMPORTANT CONTEXT: I registered at PokerOK on January 5, 2026, and completed the standard KYC procedure on January 6, 2026 (identity documents and proof of address verified in the poker client). My account was verified and in good standing from the very beginning. I have screenshots confirming my Verified status.

Despite this initial verification being successfully completed, just weeks after registration my account was locked for an additional "profile update", and I was forced through THREE MORE verification rounds within the same month, all confirmed successful by PokerOK:

Jan 31: Passport photos, selfie video with passport + current date, bank statement.

Feb 14: Video outside my building (street name and number visible).

Feb 28: Updated bank statement with current address.

After each step, PokerOK confirmed in writing:

"The information you provided has been successfully verified."

On Feb 28, they escalated to a 4th stage with demands that exceed any reasonable security check. They requested a gameplay recording with ALL of the following conditions simultaneously:

- Minimum 3 hours of uninterrupted, continuous recording — no pauses permitted

- Show passport on camera before starting; open and display all running processes in Task Manager

- Webcam must capture face, keyboard, mouse, and all monitors at all times

- Record all audio — no background music, no headphones, no audio devices of any kind

- Upload the footage — containing passport data and full PC environment — to third-party file-sharing services unaffiliated with PokerOK: transfiles.ru and dropmefiles.com (Notably, transfiles.ru is officially blocked in Russia by Roskomnadzor, making compliance technically impossible for Russian players).

These requirements exceed any standard KYC/AML/CDD framework and have no regulatory basis under Anjouan Gaming Control (Risk-based CDD framework), FATF recommendations, or any other recognized regulatory standard. No such framework requires gameplay recording, Task Manager disclosure, or uploading identity documents to unaffiliated third-party platforms. My identity and address were already confirmed in writing multiple times within weeks of account opening — there is no legitimate basis for this escalation.

I declined to comply, as these demands go beyond standard KYC/AML/CDD requirements and conflict with data minimization principles.

I requested withdrawal of $4,726.43 to USDT ERC20 (the same payment method used for the deposit) and permanent account closure. PokerOK refused: "withdrawal is impossible during verification stage," citing Section 1.6 of their Security Ecology Policy without specifying any actual violation on my part.

This is a documented pattern affecting multiple players on PokerOK, as evidenced by numerous complaints on the largest Russian-language poker forum (GipsyTeam.ru). Below are links to a few representative threads out of many, with corresponding screenshots attached (files 10–12):

- Thread #181306 (most recent wave, 2026): forum.gipsyteam.ru/index.php?viewtopic=181306 — screenshot: file 10

- Thread #179382 (mass bans with impossible verification demands, 2025): forum.gipsyteam.ru/index.php?viewtopic=179382 — screenshot: file 11

- Thread #180507 (permanent bans GGPokerOK, 2025): forum.gipsyteam.ru/index.php?viewtopic=180507 — screenshot: file 12

In all cases the pattern is identical: standard KYC confirmed → street video requested → 3-hour OBS gameplay video requested → withdrawal blocked indefinitely.

I request Casino.guru mediation to recover my $4,726.43. I request a response within 14 days. Supporting documents are attached (files 01–12).

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear QueenOfDisaster,

Thank you very much for submitting your complaint. I’m sorry to hear about the difficulties you are experiencing.

Please understand that KYC (Know Your Customer) is a crucial process, during which the casino ensures that funds are sent to the rightful owner. As casinos cannot physically see all players to verify identification and documents, this procedure is the only way licensed gambling establishments can complete thorough verification. No reputable, licensed casino takes KYC lightly, and it may take a few working days to complete. In certain cases, verification calls or video checks are conducted specifically to confirm the authenticity of the documents provided and the player’s identity, with players required to present and explain the documents in detail.

To assist you further, could you please clarify the following:

• Which verification documents have you already provided, and when did you submit the most recent one?
• Have you submitted all required documents promptly and in the correct format, and do you have any proof of acceptance by the casino?
• Could you specify the exact communications or responses you have received from PokerOK regarding your account verification and withdrawal requests?

Your cooperation in providing these details will help us investigate the matter and work towards a resolution.

I hope we will be able to assist you in resolving this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petra

Dear Petra,

Thank you for your response. Please find my answers to your questions below.

1. Which verification documents have I already provided, and when was the most recent submission?

Initial KYC — January 5, 2026: passport scan (identity document), bank statement (proof of address), and SMS code confirmation (phone number verification). Confirmed as successfully verified on January 6, 2026.

[screenshot: 01_Jan06_KYC_verified_confirmation_email]

[screenshot: 02_Current_account_verified_status_screenshot]

Stage 2 — January 31, 2026: photos of both domestic and international passport, selfie video with passport and a handwritten note showing the current date, bank statement.

[screenshot: 03_Jan31_stage2_documents_request]

Stage 3 — February 14, 2026: PokerOK confirmed Stage 2 documents as successfully verified and simultaneously requested a video outside my building with street name and number visible. I clarified that I am currently residing at a different address from my registered one, provided an updated bank statement reflecting my current address, and submitted the requested street video. On February 28, 2026, PokerOK confirmed all submitted materials as successfully verified.

[screenshot: 04_Feb28_KYC_confirmed_then_OBS_demand — verification confirmed section]

2. Have I submitted all required documents promptly and in the correct format? Do I have proof of acceptance?

Yes. After each stage, PokerOK confirmed in writing: "The information you provided has been successfully verified." Screenshots of all confirmations are included inline above.

3. What exact communications have I received regarding verification and withdrawal?

In the same email on February 28, 2026 — immediately after confirming successful verification — PokerOK requested a 3-hour continuous, uninterrupted gameplay recording via OBS Studio, requiring simultaneous webcam coverage of my face, keyboard, mouse, and monitors, display of all running processes in Task Manager, passport shown on camera, and upload of the footage to third-party file-sharing services (transfiles.ru and dropmefiles.com) unaffiliated with PokerOK. Notably, transfiles.ru is officially blocked in Russia by Roskomnadzor.

[refer to previous screenshot — OBS demand section]

I declined this request, as it goes beyond any standard KYC/AML procedure.

When I requested withdrawal of my balance ($4,726.43), PokerOK responded that "withdrawal is impossible during verification stage" citing Section 1.6 of their Security Ecology Policy without specifying any violation on my part.

Best regards,

Anna (QueenOfDisaster)

Thank you for your reply and for providing the previous details, QueenOfDisaster.

• Is there a specific deadline mentioned by PokerOK regarding the account verification process?
• Could you provide any additional evidence/communication you had with the casino? This can include screenshots, emails, or chat records. You can send me all the documents to: petra.h@casino.guru or post your screenshots to the thread.

Thank you again for your cooperation.

Dear Petra,

Thank you for your follow-up.

1. Deadline for verification:

No specific deadline has been mentioned by PokerOK at any point. The account has been frozen since January 31, 2026, with no timeline provided for resolution. Based on reports from other affected players on GipsyTeam.ru (the largest Russian-language poker forum), even those who complied with the gameplay recording request experienced account resolution delays of 4 to 6 months — with no guarantee of withdrawal.

2. Additional evidence:

I will send two files to petra.h@casino.guru in a separate email shortly:

01_Jan06_Initial_KYC_Confirmation.pdf — confirmation of the initial KYC verification

02_PokerOK_Support_Correspondence_Full.pdf — full email correspondence with PokerOK support

Best regards,

Anna

Dear QueenOfDisaster

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver Hadi (hadi.a@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Petra

Hello QueenOfDisaster,

I am sorry to hear about your troubles. I am Hadi and I will be taking care of your complaint from now on. As the first order of business, I will try to contact a casino representative outside of this thread, as we do not have an established contact for the casino just yet. Also, if there happen to be any developments, please keep me informed.

Best regards

Hadi

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 QueenOfDisaster,

I have tried to contact the casino multiple times but have had no success. Unfortunately, without cooperation from their side, there is little that can be achieved. I will now mark the complaint as unresolved in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the casino's rating caused by unresolved complaints could help change their approach. If the casino decides to respond, we will reopen the complaint and notify you by email.

In the meantime, I recommend reaching out to the Anjouan Gaming Licensing Authority and submitting a complaint through their website at https://anjouangaming.com/submit-dispute/. They have additional tools and options to assist players in these situations. For guidance on how to effectively submit your complaint to the regulator, you can find helpful information at https://casino.guru/submitting-complaints-to-regulators. If you need any assistance with the submission process or receive a response from the regulator, please don’t hesitate to email me at (hadi.a@casino.guru). I’m truly sorry that I couldn’t provide a more favorable resolution this time.

Best regards,

Hadi