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PokerStars Casino - Account frozen for weeks with no reason

RESOLVED

Complaint Info

Disputed casino

PokerStars Casino

Amount

$ 25

5 years ago

My account 394090423 was restricted pending ''a routine security investigation'' March 26th right after deposited 25$. Even though they said this usually completed within minutes, it took me 3 weeks to wait for the response after sending 2 online contact forms and a email to the support. The support requested me to send documents for the investigation. After I send those documents to them I received the email below:
Thanks for providing the requested information.

We've now fully reinstated your Stars Account. You're once again free to enjoy our tables and carry out transactions as normal.

Let us know if there's anything else we can do for you, we're here to help.
Regards,
Eric
Stars Security

When I tried to log in my account, it appears that my account has been frozen. Before I send those documents to the support I was able to log on my account but restricted with real money, during this time I only played play money and did nothing violates the regulation since my account was already restricted and I don't even have a chance to do so.
I need a explanation about why my account is frozen now even I send all documents required, and what about my money in the account.

5 years ago

Hi 394090423

Please note that your account has been reinstated.

Please confirm so we can ask AskGamblers to close this complaint.

Regards
Pokerstars Casino

AskGamblers
5 years ago

Dear @394090423,

Please confirm if the issue has been resolved. Be in aware in case you fail to respond within the given time frame we will consider your issue as resolved and your complaint will be closed accordingly. Please keep in mind that as per the AGCCS terms providing updates in a timely manner is a must.

Thank you for your cooperation.

5 years ago

The issue has been solved
Thank you.

AskGamblers
5 years ago

Based on submitter's last post AskGamblers Complaints Team consider this case as Resolved and it is officially closed now.

Thank you all for your cooperation.

PokerStars Casino Complaints

  • 206 of 218 resolved
  • 2 days avg response
  • 6 days avg complaint life
  • 3,507 USD avg amount

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