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PokerStars Casino - Account restricted following a routine security investigation, no further updates

RESOLVED
Complaint Info
Disputed casino PokerStars Casino
Reason Account closure
chouyu Taiwan
Posted on June 20, 2019

As of 2 days ago my Pokerstars account has been restricted, and that Pokerstars has since been ignoring any form of communication from my side.

I have already had withdrawals and deposits, all using the same account & always without problems but I am a little disappointed with the lack of customer support regarding this issue.

I would expect them to either return the money first or to unlock the account / contact me in a timely fashion.

Lastly it is notable that I have not used a different IP, method of payment or violated any T&Cs in any way.

hope someone can help me.

AskGamblers
Posted on September 2, 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 2, 2020

Hi Chouyu,

Thank you for contacting us.

First of all, our sincere apologies for the delay in our reply.

After reviewing your account, we can see that it was reinstated on 26-06-2019, after an investigation into a hack claim.

We see that you have been able to login and play since then.

Should you have any other issues, you can contact us via our website, by clicking on the Help Button.

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

Kind regards

Anke

PokerStars Support

AskGamblers
Posted on September 2, 2020

Dear @chouyu,

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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