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PokerStars Casino - Account frozen

RESOLVED
Complaint Info
Disputed casino PokerStars Casino
Reason Account closure
Alexandru_Dv United Kingdom
Posted on January 23, 2020

Hi,
Im opening this complaint regarding a problem with pokerstars . A month ago i received an email that if i dont send them verification documents they were going to freeze my account, i have this account for three years with no problem but anyway. After i sent them the documents it took them 3 days to freeze the account without any explanation. From then ive sent them 4 emails asking them when the problem its gonna be sorted but still no reply. Shame on you pokerstars, awfull customer service.

AskGamblers
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

Hello ALEXANDRU_DV,


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 05-02-2020. At the moment, your account has been temporarily closed at your request.

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


Kind regards

PokerStars Support

AskGamblers
Posted on November 19, 2020

Dear @Alexandru_Dv,

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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