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PokerStars Casino - Account is restricted for over two weeks, still no feedback

RESOLVED
Complaint Info
Disputed casino PokerStars Casino
Reason Account closure
Posted on June 7, 2019

Hello, im try to contact for 13 days with security / support and no one response ,

I send already over than 15 mails and nothing, i know that they have many requests but is 10 days , its a long time

also i send all my papers id , adress etc many times to all mails support / security / invastigation

the messenge say. Your account has been temporarily restricted pending a routine security investigation. We apologize for this delay.

These checks are usually completed within minutes, after which time your account will either be re-opened with full functionality, or you will receive an email explaining required next steps.

Should you wish to contact us, please head to our dedicated Help Center where you will find answers to most questions and ways to contact us."

I did get an email to provide valid id and other documents. I did send them via mail and via Help Center. I never got any reply. Even after polity asking again later - no reply. Tomorrow it's almost a whole month - what is supposedly resolved 'within minutes'.

AskGamblers
Posted on June 21, 2019

This complaint has been reopened as per submitter's 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.

AskGamblers
Posted on September 9, 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 September 9, 2020

Hi arispeze,

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

After reviewing your account, we see that your documents were processed and your account was reopened on 29-06-2019. Since then, you have logged in, played and made transactions since then.

Should you have any other questions, please contact us via the Help Centre on the website, by clicking on the Help button.

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

Kind regards
PokerStars

AskGamblers
Posted on September 9, 2020

Dear @arispeze,

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.

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