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PokerStars Casino - Account has been locked for a security check

RESOLVED
Complaint Info
Disputed casino PokerStars Casino
Reason Verification issues
Posted on January 16, 2020

Deposited funds in to my account, Error message came up that your account has been locked for a security check please provide documents and this would be resolved. Since then I have provided my documents 3 times on the pokerstars site and via email and a week later i have no response, have sent 1 email every day with no response.
Balance is locked so cannot withdraw or even access anything. I have been playing here approximately for a few years plenty of deposits and cash outs fully verified.

This is just ridicules my next step would be a formal complain to the Isle of Man Gambling Supervision Commission where I believe they based and licensed.

Posted on January 16, 2020

Just to add that this all happened after I deposited 400GBP in to my PokerStars account.

Surely PokerStars should verify my details before I can deposit funds, not take the money and then freeze the account.

AskGamblers
Posted on November 4, 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 November 4, 2020

Hello Zarmani12,

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

After reviewing your account, we see that your account was reinstated on 23-01-2020. You have since logged in, played and made transactions.

Our apologies for the inconvenience but should you have any questions, please contact us the Help Centre on the website or the app.

For now, we wish you the best of luck at the tables.


Kind regards
PokerStars Support

AskGamblers
Posted on November 4, 2020

Dear @zarmani12,

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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