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PokerStars Casino - Account frozen

Complaint Info
Disputed casino PokerStars Casino
Reason Account closure
Posted on January 17, 2020

1/1/20, I got a message that said my account is frozen and that i need to send a email to suppor­[email protected]­tar­sac­cou­nt.com for more information. Did that right away, and they answerd this:

Hello xxxxx,

Your Stars Account is undergoing a standard security check, which many of our players have successfully undertaken.

The purpose is to know our players and to establish that they are indeed legitimate players. Once these checks are completed, we can verify and authenticate our players' identities.

It is essential for us to conduct identity verification checks to ensure that our site remains a safe and secure environment for our players.

Therefore we request that you provide the following documents:

A clear copy of a valid government-issued photo ID or passport (front and back).

A recent utility bill or bank statement clearly showing your full name, current address, and statement date (no older than 3 months). In lieu of a utility bill, we will accept a landline phone bill, payslip, or insurance bill which includes your full name, current address, and statement date. We will not be able to accept personal letters or bank statements from online banks such as Revolut, Monese, Monzo, Atom, N26, Pockit Ltd, etc. as proof of address.

If you only receive your bank statements online you are welcome to send a screenshot of your statement, ensuring the credit/debit card or bank account number, your current address, your name, and a recent date are clearly visible. The image taken must be of the entire screen as the URL (the address of a web page on the internet) must be visible.


Scan or take a clear digital photograph of the requested documentation and upload it via our software by going to:

Help → Contact Us

Category: Account Security and Verification

Sub-category: Upload Documents

Our request for information is made in line with our Security Policy, as detailed in our Terms of Service, available at:


Please provide the required documentation at your earliest convenience so that we can complete the review of your Stars Account.

Let us know if you have further questions. We're here to help!



Stars Security

To enhance the security of your Stars Account, we strongly encourage you to set up our additional security features; Stars PIN, SMS Verification, RSA Token and Security Questions.

Activation of these features is extremely simple and can be completed within the ‘Account’ menu within our software.

We will NEVER ask you to confirm your login credentials or password via email, phone or chat facility or in any way. We do not advise giving your login information to anyone under any circumstances.

You are receiving this email as a customer of The Stars Group (TSG), who operate brands that are accessed using a Stars Account.

For more information visit: http:/­/ww­w.s­tar­sac­cou­nt.net/

Malta Address: Villa Seminia, 8, Sir Temi Zammit Avenue, Ta’ Xbiex, XBX 1011, Malta

Isle of Man Address: Douglas Bay Complex, King Edward Road, Onchan, IM3 1DZ, Isle of Man

I sent them the documents right away, but haven’t heard anything after this. I have tried to email them to ask whats going on, also this without a answer. I find it disrespectful that I have to wait for such a long time without any answers.

Posted on November 19, 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 November 19, 2020


Thanks for reaching out and our sincere apologies for the late reply.

After reviewing your account, we see that your documents were accepted and that your account was reinstated on 27-01-2020.

Should you have any other questions, please contact us via the Help Centre on the website.

Kind regards

PokerStars Support

Posted on November 19, 2020

Dear @mranderse805,

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.

PokerStars Casino Complaints

  • 137 of 171 resolved
  • 2 days avg response
  • 5 days avg complaint life
  • 2,797 USD avg amount

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