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PokerStars Casino - Account frozen, deposit locked, no updates

RESOLVED
Complaint Info
Disputed casino PokerStars Casino
Reason Verification issues
Amount $ 600
Posted on June 28, 2019

Hi. I opened an PS account I made a deposit and immediately my account was frozen. I was asked for verification documents and i sent them immediately. Still waiting for an answer from investigation staff. How long should this take? At least an answer if i need to send anything else... 600$ are frozen in the account.

AskGamblers
Posted on September 15, 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 15, 2020

Hi Oneda,

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

After reviewing your account, we see that is was reinstated on 01-07-2019 and that you have been logged, played and made transactions since. Our apologies for the inconvenience.

If you have any other questions, you can contact us via the Help button on the Website.

For now, we wish you the best of luck at the tables.

Kind regards

PokerStars Support

AskGamblers
Posted on September 15, 2020

Dear @Oneda,

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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