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PokerStars Casino - Closed account right after depositing €500, 2 months later the issue is still ongoing

RESOLVED
Complaint Info
Disputed casino PokerStars Casino
Reason Account closure
Amount € 500
Posted on June 17, 2019

I have been trying to contact pokerstars for over 2 months now barely ever getting a reply. I deposited 500e and they froze my account. After sometime they reached back and asked for documentation. This documentation has been sent 4 weeks ago and got a reply after 2 weeks that they have been sent to the relevant department. Since then no more replies. Spoke to them on facebook and numerous emails. Deposited 500 with no idea what is happening with my funds. This is ridiculous Over 2 months. No hint of what is going on and what is the delay with my funds being held and not being walked through. Utterly terrible. Shall take this to authorities as I'm sure you cannot keep funds withheld for such a long time without explanation.

AskGamblers
Posted on September 9, 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 9, 2020

Hi simsuww,

Thank you for reaching out and our sincere apologies for the delay of our reply.

After reviewing your account, we see that your documents were processed and that your account was reinstated on 15-06-2019. Since then you have logged in, played and made transactions.

Should you have any other questions, you can contact us via the Help Centre, by clicking on the Help button on the website.

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

Kind regards
PokerStars

AskGamblers
Posted on September 9, 2020

Dear @Simsuww,

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.

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