Randomly got a message stating that my account was frozen on the 7th April 2020. E-mailed support@pokerstars.uk on the below dates and have had ZERO responses! This Customer Service is simply unbelievable.
7th April - E-mailed no reply
8th April - E-mailed no reply
16th April - E-mailed no reply
3rd May - E-mailed no reply
16th May - E-mailed no reply
How can this be allowed? I have money locked up in my account and I have simply just been ignored for 6 weeks!
Complaint Info
Disputed casino
Reason
Dear JONATHANBAIRD,
We apologize for the delay in replying to you. This is due to the high volume of player contacts we are currently dealing with. We have just sent you an email. Kindly check your inbox.
Kind regards
PokerStars Casino
Hello,
Thank you for your response. I have responded to the e-mail however I suspect I am probably better off responding on here. Can I please request that my account is opened and unlocked so I can choose whether or not I wish to continue playing on PokerStars or alternatively withdraw my funds and move to another poker site.
Can I also please request that I am granted the ability to log into PokerStars with my FullTilt username opposed to my PokerStars username. I have read in your T&Cs that I should have the option to login with my FullTilt username however I have never been able to do so, does something need changing on your side to facilitate this?
Kind regards,
Jonathan.
Dear JONATHANBAIRD,
We can confirm that we received your reply. We have contacted the relevant department, and we have advised them to provide you with an update in the shortest time possible. Thank you for your patience and understanding in the meantime.
Regarding the FT account, kindly send us the details via email, and we will look into that for you.
Kind regards
PokerStars Casino
I have had an e-mail asking me to update my complaint. As requested, I replied to the e-mail from your support immediately and as predicted, there has been no response. Why does it take for a response on here in order for your support staff to action anything!? It is incredibly frustrating.
Dear JONATHANBAIRD,
We do understand how frustrating it is and we are really sorry for the current delays; we're doing our utmost to respond to all your messages as fast as possible during these busy times.
We have just sent you another email. Please review and follow up on it.
Thank you once again for your patience.
Kind regards
PokerStars Casino
Hello,
Thank you for your update. I have responded to the e-mail now so thank you for pushing this through for me.
Regards,
Jonathan.

Dear PokerStars Casino,
Please let us know if there are any updates regarding this ongoing complaint. Please note that, in case you fail to respond within the given timeframe, we will consider your case unresolved and it will be closed accordingly.
Thanks in advance for your cooperation.
Hi,
Just to offer some input to the above. I have been asked to send over my proof of identification for my account to be unlocked which I have sent over, however I have had no response on this as of yet.
Regards,
Jonathan.
Dear JONATHANBAIRD,
We apologize for the fact that this is taking longer than expected. We can confirm the receipt of your email by the responsible department. Rest assured that our colleagues are following up on your case and will get back to you as soon as possible.
Thank you for your continuous patience and understanding.
Kind regards
PokerStars Casino
Hi,
Just want to update this case so that it is not closed, I am currently awaiting a response from PokerStars on this.
Regards,
Jonathan.
PokerStars Casino Complaints
- 206 of 217 resolved
- 2 days avg response
- 6 days avg complaint life
- 3,520 USD avg amount
-
59 hours left
PokerStars Casino - I Can't withdraw my funds because my accounts restricted for the last 6 weeks
$732
Open59 hours leftPokerStars Casino - I Can't withdraw my funds because my accounts restricted for the last 6 weeks
Hello, I'd appreciate some help with an issue I am having. My pokerstars account as been restricted for a routine security review for 6 weeks. I can ...
-
Resolved
PokerStars Casino - PokerStars froze my withdrawal and then closed my account leaving me unable to access my funds
£654
Resolved
PokerStars Casino - PokerStars froze my withdrawal and then closed my account leaving me unable to access my funds
I withdrew the amount of £858.75 which I was told was being withdrawn in three separate methods 1 - £8.00 to my Skrill account (Instantly) - ( ...
-
Unresolved
PokerStars Casino - Not withdrawal my dollar
$5,742
Unresolved
PokerStars Casino - Not withdrawal my dollar
After playing slot games on the PokerStars Casino website, my winnings are more than $5,724.11. But the pokerstars security team closed my account I ...
-
Unresolved
PokerStars Casino - Casino has not paid out my winnings for six months
$2,000
Unresolved
PokerStars Casino - Casino has not paid out my winnings for six months
Hello!My PokerStarsCasino username : < username removed >After playing slot games on the PokerStars Casino website, my winnings amount to more than ...
Have trouble with PokerStars Casino?