I've been playing on this site for more than 10 years and never had an issue. I was inactive for ~2 years and decided to return.
So I logged in and realized i have a self-imposed deposit limit - i asked for it to be removed and it was no issue.
Next step was depositing some money - no issue either.
In the moment the money was in my account pokerstars locked my account for security reasons (verification). They asked me to hand in some documents and i asked them to give me my money back instead but they refused and said "no money without the documents".
Desperate to get my money back i handed in my documents - in the support chat they told me verficiation would only take a couple of minutes. In the help support center it is stated that it takes up to 12-24 hours. After this time (24 hours+) still nothing happened.
I found 10.14 and 10.16 in the Terms of Conditions that would help me getting back my money so i asked in the support chat for account closure and before that the refund of my money. Suprisingly they accepted (i have a screenshot of the support chat although i don't know how much this counts as an actual proof). After almost an additional 24 hours now nothing happened. I also asked for a deletion of the documents that i had to provide under pressure but they declined on this point.
I wonder if i will ever see my money again. (100 Euro)
