My account has been restricted because of an security investigation. It says it should only take a few minutes but it is now more then a week that i dont have any access to my account or money. I have sent multiple emails with only one reply after 3 days. They said that i had to sent some documents and i did it straight away. Since then i havent got a reply for 4 days. I would like to know what i can do more.
AskGamblers
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.
Dear KNAKW0RST,
Kindly note that our Customer Support has sent you an email on 2019-05-03 09:22:40.
A legit proof of address is pending as the previous document was not showing the place of residence.
As soon as you send a proof of address document like a utility bill or bank statement in your name and which is not older than 3 months, your account will be reinstated should the provided document be satisfactory.
Regards
Pokerstars Casino
AskGamblers
Dear @Knakw0rst,
Please let us know if you have cooperated the casino and sent the required paperwork. Please be in aware in case you fail to respond within the given time AskGamblers Complaints Team will have no other option but to reject this complaint upon submitter's unwillingness to cooperate.
I have sent a proof of address document like a bank statement. This was 2 days ago so I hope I get access to my account soon.
AskGamblers
Dear PokerStars Casino,
Please let us know if there's some update regarding this case.
Hi Knakw0rst
It seems that you still have not provided a proof of address not older than 3 months. Kindly provide so your account can be reinstated.
Regards
Pokerstars Casino
I have provided a proof of address not older then 3 months almost 2 days ago.
AskGamblers
AskGamblers Complaints Team has just extended the response time frame with another 96 hours hoping that PokerStars Casino management will soon jump in with an update on this complaint.
hi knakw0rst,
kindly note your account has been reinstated. please confirm
Best,
Pokerstars Casino
AskGamblers
Dear @Knakw0rst,
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.
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