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PokerStars Casino - Account blocked for over a month

RESOLVED
Complaint Info
Disputed casino PokerStars Casino
Reason Account closure
Posted on June 20, 2019

In early May I got the notification that my account has been frozen.

I followed all the procedures to get my account unlocked. I emailed them, send them my proof of verification (i.d. and official document).

It always took them over a week to respond to my mails.

Early June (my account had been blocked for over a month then) I finally got an answer. They told me my account was associated with players they have an issue with. They asked me to explain my association with them.

I do not know these players. I do not have any association with them. I live in a big shared apartment, the only thing I can imagine is me sharing my IP with complete strangers.

I told them this as well. And now I haven't heard anything of them for over 2 weeks.

The amount of time going over this is getting ridiculous. I just want the money back that is still on the frozen account. How, if they keep ignoring me?

AskGamblers
Posted on September 2, 2020

Dear all,

Kindly be notified that this complaint is being reopened following the declared willingness on behalf of PokerStars Casino management to do everything within their power to resolve their outstanding AGCCS cases. The AskGamblers Complaint Team will gladly assist by giving any of these old cases an additional chance for a successful resolution.

Posted on September 2, 2020

Hello Mister Tizzle,

Thank you for contacting us via AskGamblers and our sincere apologies for the late reply.

After reviewing your account, we can see that the account ‘Mister Tixxxx’ < masked username > is closed as a duplicate of your main account ‘txxxxb’ < masked username > and that your deposited funds ($131.60) from your duplicate account were returned by us on 06-06-2019.

We also see that you can still login, play and make transaction on your main account.

Should you have any issues, you can contact us via our website, by clicking on the Help Button.

For now, we wish you a lovely afternoon.

Kind regards

Anke

PokerStars Support.


AskGamblers
Posted on September 2, 2020

Dear @tijssvb,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and confirm if you consider the issue resolved. Please note that, in case you fail to respond within the given timeframe we will consider your case resolved and it will be closed accordingly.

Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaint system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.

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