Account under routine investigation and no response from support

Hello.

I tried to withdraw my 900 dollars 3 months ago, then I was asked to send KYC documents.

After this, they dont answer any emails, and the account is still under review, pictures attached.

I'm asking here to help so we can solve this issue together.

Dear Pokerstars, please tell me what you need to proceed with this issue.

Thank you

I sent an email to PokerStars requesting to freeze my account due to a gambling problem.

It took them 12 days to respond and freeze my account, which I think is an unreasonable amount of time.

This time resulted in several gambling problem deposits and issues because my request was not responded to within a reasonable time frame.

I have contacted them, and they have promised to get back to me, but several weeks have passed since I sent the message on November 17th.

Hello sir can you help me.

Hello, it has been a very long time since my PokerStars account was restricted. I have submitted all necessary documents and detailed explanations, but my account has not been fully restored. A very long time has passed since my account was restricted—it has already been 9 months. I have sent all documents and explanations requested by PokerStars, but they keep saying 'your account is undergoing a security check.' This is an extremely long time—9 full months have passed, yet they still haven't resolved my account issue. Also, please hide my player name and email address on AskGamblers so that others cannot see them."

Dear AskGamblers Team,

I am filing this formal complaint against PokerStars with the utmost urgency. I understand a previous submission may have been rejected; however, subsequent events have escalated the situation to a level of deliberate psychological abuse that I believe constitutes a Responsible Gaming emergency and requires your intervention as mediators.

My case is not about a simple payment delay, but about a documented pattern of conduct by the operator designed to inflict maximum stress and emotional harm.

Before narrating the facts, I want to make it clear that I have evidence to support every point I am about to mention. I have the entire chronology fully documented; therefore, this case is not an attempt at defamation.

Detailed Summary of the Pattern of Abuse:

The obstruction process from PokerStars has included multiple acts of bad faith, but I wish to focus on three key events that demonstrate a pattern of manipulation:

First Deception (May 26, 2025): After a month of a frustrating verification process, I received two official emails from PokerStars informing me that my account had been "reinstated." However, upon attempting to withdraw my funds, I discovered the account was still restricted. When I complained, they responded that the account was under a "security review," proving the reinstatement notification was deceptive.

Second Deception (June 8, 2025): The pattern repeated. I received another official email assuring me my account was verified and active. Again, this was false. The account remained blocked.

The Final Low Blow (July 11, 2025): This was the most cruel and calculated act. The sequence of events was as follows:

a. The False Resolution (11:32 AM): I received an email from agent "Saketh" with "very good news," confirming my account was reinstated. This time, I was able to log in, giving me a real sense of relief and resolution.

b. The Cashier Trap: My sole intention was to withdraw my funds and end my relationship with the site. Upon accessing the cashier, all my withdrawal requests were blocked with an "unexpected error" message. Access to my money was still an illusion.

c. The Live Chat Stall: Seeking help, I contacted live chat. An agent deliberately kept me waiting for 30 minutes without providing any solution, increasing my anxiety.

d. The Punitive Closure: At the end of the wait, and without any explanation, my session was terminated. When I tried to log back in, the final message appeared: "Your Stars Account has been closed."

Analysis from a Responsible Gaming Perspective:

PokerStars' actions constitute a total failure in their duty of care and clear psychological abuse:

Deliberate Emotional Manipulation: The pattern of falsely reinstating an account only to block it again is a manipulation tactic that creates a cycle of hope and despair. It is extremely damaging to any player's well-being.

Creation of a Hostile and Unsafe Gaming Environment: A responsible operator must ensure a safe environment. PokerStars has done the opposite, creating an unpredictable, stressful, and punitive experience.

Punishment for Attempting to Withdraw Funds: I was penalized at the exact moment I tried to exercise my right to withdraw my own winnings. This is not only unfair but sends a dangerous message to the entire player community.

Requested Resolution:

I request the mediation of AskGamblers to achieve two objectives:

The immediate release of all funds that PokerStars is wrongfully withholding in my account.

That this pattern of conduct be investigated and formally recorded as a serious Responsible Gaming failure to warn other players of the psychological risk involved in dealing with this operator.

I trust that your platform will recognize the severity of these tactics and the need to protect players from this kind of abuse.

Sincerely,

<full name removed>

Hello, I'd appreciate some help with an issue I am having.

My pokerstars account as been restricted for a routine security review for 6 weeks.

I can log in to the site and see my funds but when I try buy into a game or withdraw my funds, I get a pop your account is temporally restricted pending a routine security review. These usually last a few minutes, I emailed them 2 weeks ago ill attach it below and have still received no reply.

I also messaged them on twitter last Wednesday and received no reply. I will attach that as well.

6 weeks absolutely no information to why they suddenly restricted my account after 12 years apart from an automated email on the 21st of jan basically saying the same thing as the pop up your account is restricted for a routine security review.

I withdrew the amount of £858.75 which I was told was being withdrawn in three separate methods

1 - £8.00 to my Skrill account (Instantly) - (Successful)

2- £197.00 to my Much Better account (Instantly)- (Successful)

3 - £653.75 to my Skrill accent (Within 72 Hours) - (UNSUCCESSFUL)

Within 24 hours of my withdrawal request I had received two emails. One stating my account had been flagged for a random verification check and the second saying that my withdrawal and the second stating I needed to provided verification that I was the owner of the account said funds were being withdrawn to.

I replied to both emails with more with everything they asked for yet they have not replied or withdrawn my funds to the method they initially stated. It’s been 5 days and I still haven’t been able to speak to someone about the issue.

After playing slot games on the PokerStars Casino website, my winnings are more than $5,724.11. But the pokerstars security team closed my account I can't get the remaining dollars in my account 2023-12-11 I received an email saying that you have permanently closed my account, so please withdraw the money. I have sent all the required documents but after a long time no reply security team- received On 01-18-2024, in order to withdraw money, please send a bank statement with information to withdraw money. I sent the documents as requested On 19-01-2024, I received an email asking me to send the bank statement of the ending 5203 completed card. I sent the documents as requested On 02-28-2024, please send me a screenshot showing the information of the internet bank that I use. I sent the photo as requested But on 04/23/2024, I was told that the address on your document does not match the address on pokerstars, so the document is not being accepted. because I contacted pokerstars live chat operator contacted Jeswina Jeswina checked my pokerstars account address but my pokerstars account and documents address matched she is told me 2024-05-06 I received an email from Pokerstars saying that your account is undergoing a security check, but my account already 2023-12-11 permanently closed pokerstars security team told me your account permanently closed because so please withdraw the money. I have sent all the required documents for 6 months passed but I can't withdraw the money 6 months ago, when the decision was made to close my account permanently and withdraw the money now 6 months after sent all the documents and requesting why again checking my account My account has already been checked and it has been decided that it will be permanently closed.

Hello!

My PokerStarsCasino username : < username removed >

After playing slot games on the PokerStars Casino website, my winnings amount to more than 2000 dollars

I was asked for documents to verify my account. All the requested documents I provided six months ago.

I was patient for two months, but did not receive any answer or money.

Then I wrote a complaint to the PokerStarsCasino and soon received the following response ( Jun 6, 2023 ) from a representative named Alex. The letter read as follows: Hello Iurii, I can confirm that we already have all the requested documents from you. As far as I can see, your case has been properly escalated to the appropriate team who will be reviewing your account.

I received another letter from Dan, two months later (Aug 16, 2023 ). The letter read as follows: Hello Iurii, In order to consider your Withdrawal request we will need you to first confirm the payment method you would like the funds to be sent to.

I sent all the details and profile photos of the Neteller payment system wallet.

Six months have passed and I have not received my winnings. Please help me solve this problem.

Best Regards,

Iurii