Ag Awards

PokerStars Casino - Account frozen with pending withdrawal and funds still in

Complaint Info
Disputed casino PokerStars Casino
Reason Account closure
Posted on May 3, 2019

Account was open on 30 March and I deposited 3 x£100 via PayPal. I with drew $600 in winnings. Got £300 paid back to the PayPal with the balance pending. Won a further $1500 which I tried to withdraw but was unable to sue to pending withdrawal.
Logged in in the morning to see status of withdrawal and to withdraw the reamaining $1500 but the account was frozen and told to contact suppor­[email protected]­oke­rst­ars­cas­
Did so on 2 occasions still heard no response 48hrs after.

Posted on May 3, 2019

Dear @HSINGH241811,

Please make sure to update your complaint accordingly and clarify the total amount of the disputed withdrawal request/s.

Thanks for cooperating the AskGamblers Complaints Team.

Posted on May 10, 2019

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

Posted on May 10, 2019

Dear HSINGH241811

Your previous withdrawal was on hold pending UK mandatory verification.

This morning his documents were processed and withdrawal 2067532777 was approved.

Please confirm

PokerStars Casino

Posted on May 10, 2019

Dear @HSINGH241811,

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.

PokerStars Casino Complaints

  • 101 of 159 resolved
  • 2 days avg response
  • 5 days avg complaint life
  • 2,833 USD avg amount

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