What's new

  • What's new
  • Notifications
Search
Search for over 1000 casinos, slots, bonuses

Notifications
failed to load.

Reload

You don't
have any
notifications.

Reload
View all

Notifications
failed to load.

Reload

You don't
have any
notifications.

Reload
View all

PokerStars Casino - Account frozen after first deposit and no further update

RESOLVED
Complaint Info
Disputed casino PokerStars Casino
Reason Account closure
Posted on June 25, 2019

I created my account on May 26th and made my first deposit. Right after this my account got frozen. A few hours later I received a 'Request for documents' email to prove my identity.

Okay, no problems yet. I provided pokerstars with a copy of the front and back of my identity card and and utility bill to prove my identity. I expected an email in a reasonable amount of time, but haven't got a reply till today. June 9th I sent my documents again, but no response.

AskGamblers
Posted on September 22, 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 22, 2020

Hello DAANSOETE,

Thank you for reaching out and our sincere apologies for the late reply.

After reviewing your account, we can confirm that your account was reinstated on 26-06-2019 as confirmed by our email.

However it was closed again by our system, as a duplicate account on 29-07-2019. We have now again reinstated your account for you, you can login, play and make transactions again. We apologise for the inconvenience.

Should you have any questions, you can reach us via the Help button on the website.

For now, we wish you a great day and the best of luck at the tables.

Kind regards

PokerStars Support

AskGamblers
Posted on September 22, 2020

Dear @daansoete,

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.

Sign up for +100 No Deposit Spins!

This offer is not applicable to residents of Great Britain.

By subscribing you are certifying that you have reviewed and accepted our updated Privacy and Cookie Policy