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PokerStars Casino - Account verification taking 15+ days now

RESOLVED
Complaint Info
Disputed casino PokerStars Casino
Reason Verification issues
Amount £ 700
Posted on June 18, 2019

Hi I have emailed PokerStars about 12 times now since they have blocked my account for verification issue I have send them all my documents and asked for information where my £700 deposite is and they are just clearly outright ignoring all my questions and quearys it had been about 15 days since they closed this account and asked for my documentation which I sent the same day but still 15 days goes by now and they have told me nothing not even a message to inform me why it takes so long , the worst costumer service I have ever whitnessed it’s ok for them to quickly close the account when you deposite or if you win big and do this but they never do it or warn you before hand it’s so unfair I should be waiting this long for information on my own money

Posted on June 19, 2019

Username: < username removed >

AskGamblers
Posted on October 7, 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 October 7, 2020

Hello Ayesham,

Thank you for contacting us and our sincere apologies for the delay in replying.

After reviewing your account, we can see that the verification process took longer than normal, because a number of invalid documents were sent to us and had to requested several times before we received copies we could accept.

Please understand that we need to adhere to very strict rules and regulations regarding the verification of our players. Unless we receive the documents we require, we are unable to reinstate a blocked or frozen account.

We also see that, once your account was reinstated, you withdrew your funds (which were processed on 14-07-2019) and asked us to close your account. Should you wish to play again, you can contact us via the Help button on the website.

Our apologies for the inconvenience.

For now, we wish you a lovely evening.

Kind Regards
PokerStars Support

AskGamblers
Posted on October 7, 2020

Dear @Ayesham,

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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