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PokerStars Casino Account lock with no explanation for days

UNRESOLVED
Complaint Info
Disputed casino PokerStars Casino
Reason Verification issues
Posted on April 13, 2020

I have been a member for 20 years. Out of the blue When playing one day I I got a message flash up saying we are doing a routine security check on your account. It said these investigations are usually completed within a few minutes. About 10 minutes later a message popped up saying you’re playing privileges have been revoked. About 24 hours later I received an email asking me why My playing volumes have increased and whether or not I was aware they had. I replied immediately saying the amount I was gambling was a very small amount of my monthly disposable income (which it is). I had no response so over the next seven days I sent one email a day to the various help email addresses. Finally on about day eight I got a response acknowledging my email but with a further request for a copy of my bank statement and proof of my annual salary. I Sent these immediately, accompanied with an email where I outlined my concerns sensitive documents are being sent to an address upon which I’ve had no response for the last eight days. Low and behold here I am 48 hours later and no response at all. To make things worse they won’t even let me withdraw the remaining funds in my account. I feel this treatment is outrageous. As I said, been a member for 20 years and only 2 years ago re-updates document verification for my current address.

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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