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PokerStars Casino - Account frozen, no customer support, unable to withdraw

RESOLVED
Complaint Info
Disputed casino PokerStars Casino
Reason Delayed payment
Amount £ 3244
Posted on July 30, 2020

For close to a month now my account has been frozen at pokerstarscasino. I wanted to withdraw my winnings and requested for an old withdrawl method to be removed as the card had been replaced by the bank no response for several days, I since lost a large portion of my balance, I decided to self exclude for a week untill my matter was resolved. Since then they have frozen my account for security checks with. I have email several times and yet to receive any response emailed them a couple of times yet to hear a response. There support form says that there may be delays in answering times. But over a month from my first request with not even an acknowledgement is poor. I have since request my account closure and the remaining balance (£3244) give or take depending on exchange rate to be transfer to my PayPal account which has been my most recent deposit method.

Never had such a problem, Please escalate my case me so my funds can be released.

AskGamblers
Posted on March 3, 2021

Dear all,

This complaint has been reopened as per PokerStars Casino request and the AskGamblers Complaint Team would like to give it one more try and help both parties involved into the dispute reach a satisfactory resolution.

Posted on March 6, 2021

Hi VUXY,

Thanks for reaching out and our apologies for the late reply.

After reviewing your account and correspondence with the relevant team, we see that your account was reviewed by them. Because of the Pandemic, the amount of cases they handled at the time, was much higher than normal, and the review took a lot longer than they normally take.

We see that you requested a withdrawal of £3204.72, which was processed on 18-08-2020. Should you wish to play again, you can contact us via the Help button on the website.

Our apologies for the inconvenience.

Kind regards
PokerStars Casino

AskGamblers
Posted on March 8, 2021

Dear @Vuxy,

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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