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PokerStars Casino - Account Frozen, No Response

RESOLVED
Complaint Info
Disputed casino PokerStars Casino
Reason Account closure
Posted on June 21, 2019

On Tuesday evening, 18/06/19, I attempted to log in to PokerStars and was greeted with a message saying "you account has been frozen, please contact suppor­[email protected]­tar­sac­cou­nt.uk for more details"

I checked my emails and saw that I had not received any notice or explanation of the freeze via email. So I emailed the address specified.

The next day, I hadn't received a response. That evening, I sent another email along with filling out the contact form on the website.

The following day, thursday, I still hadn't received any response. I emailed again Thursday evening and again filled in the contact form on the website.

It's now Friday and still nothing. I don't feel that this is an acceptable amount of time to wait for an explanation as to why my account has been frozen.

I'm an honest player, i really don't think I've done anything to warrant this ban and am sure it's just a misunderstanding that can be easily resolved. I just want PokerStars to contact me so that we can resolve this issue.

Any help would be greatly appreciated.

AskGamblers
Posted on August 31, 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 August 31, 2020

Hi LogDodgyShirt,

Thank you for contacting us, and our sincere apologies for the late reply.

After reviewing your account, we can see it was reinstated as your main account, on 23-06-2019, and that you have logged in and played since then.

Should you even require assistance again, you can contact us via the “Help”button on website or in the Poker Client.

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

Kind regards

Anke

PokerStars Support.

AskGamblers
Posted on August 31, 2020

Dear @LogDodgyShirt,

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.

PokerStars Casino Complaints

  • 137 of 171 resolved
  • 2 days avg response
  • 5 days avg complaint life
  • 2,797 USD avg amount

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