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PokerStars Casino - Account restricted as soon as pending withdrawal time frame ended

RESOLVED
Complaint Info
Disputed casino PokerStars Casino
Reason Declined payment
Amount € 1000
Posted on October 6, 2020

Hi,

I play since a few years at pokerstars.eu casino, after i made deposits from over 1000 euros just in the last month this time i made a deposit from 150 euros and won 1000 euros at slot games. I had to wait 48 hours to make withdraw. After the 48 hours passed my account where restricted due to some ,, routine checks" i answered immediately with the documents they wanted from me and an explanation what they wanted.

I am waiting now for more than one week and i get no answer from anyone..... i just want to pay out my 1000 euro which i had lost just last month in this casino... i mean when making deposit its no problem but now its a problem? And no answer? I sent all the Documents immediately as i was asked.

Please help with this casino i just want to payout my money and look for another casino to play.

Posted on October 7, 2020

Hi Emoo388,

Thank you reaching out and our apologies for the delay in replying.

After reviewing your account, we see that the restrictions were lifted on 04-10-2020 and that your withdrawal was processed on the same day. You received an email about this, informing you it can take 3 to 5 working days, before the funds will be in your bank account. If you have not received the funds by Friday at the end of the day, please let us know.

Please understand that the "routine checks" we occasionally perform on the accounts of our players, are part of our procedures to make sure that we can offer a safe playing environment to our players. We apologise for the inconvenience.

If you have any other questions, you can reach us via the Help button on the website.

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

Kind regards

PokerStars Support

AskGamblers
Posted on October 7, 2020

Dear @EMOO388,

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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