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PokerStars Casino - Account Frozen, not responding to emails

RESOLVED
Complaint Info
Disputed casino PokerStars Casino
Reason Casino terms violation
Posted on June 21, 2019

I created a poker stars account on the 17th and made a deposit,

I was immediately blocked from my. account,

the payment has been taken but I do not have access to the account,

I have emailed them twice on the 17th and also also the 18th with no response.

it has been 3 days with no response, of any kind and they are still holding the money I deposited.

AskGamblers
Posted on October 2, 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 October 2, 2020

Hello Leo7755,

Thank you for reaching out and our sincere apologies for our late reply.

After reviewing your account, we can see that it was closed as a duplicate of your main account, on 16-06-2019, and that the funds you deposited, were transferred to that main account, the day after, 17-06-2019.

We also see on your main account, that you have logged in and played, since you received the funds there.

Should you have any other questions, you can reach us via the Help button on the website.

Kind Regards

PokerStars Support

AskGamblers
Posted on October 2, 2020

Dear @Leo7755,

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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