I'm a player who have been playing poker at Pokerstars for 4 years.
I didn't want to post this matter at Askgamblers for help, but I decided my mind to post this problem for to solve more appropriately since they don't answer my e-mail anymore.
I have requested them to increase my deposit limit at 2:18PM 11/8/2019(GMT+9) since I have reached $20,000/week deposit limit and cannot deposit anymore in my account. The reason why I requested for increase for my deposit limit was I didn't have enough to play medium stakes at Pokerstars since I have transferred certain amount of my in-game USD to my friend using "transfer to another player" at Pokerstars.
So, 3:24PM 11/11/2019(GMT+9) they responded like this.
As part of our security procedures, and for verification purposes, we kindly ask you to send us scanned copies or digital photos of the following documents:
Your Government-issued photo ID or driver's license (front and back);
Your most recent utility bill (telephone, gas, water, etc.) showing my name, address and statement date (no older than 3 months). We cannot accept personal letters or bank statements from online banks such as Revolut, Monese, Monzo, Atom, N26, Pockit Ltd, etc.
A clear copy of your most recent statement for your Neteller bank account showing your name, address, account number, and statement date.
So, I replied at this e-mail at 6:22PM 11/11/2019 (GMT+9) including the 3 documents which they requested to include. (I have included Passport, cellphone bill, and Neteller status screenshot)
Got reply e-mail at 9:18PM 11/11/2019 (GMT+9) requesting me to send Account funding confirmation form.
The document was about to give primafacie evidence that where is my deposit money come from.
At that time, I was about to leave for Macau by night flight for mainly gambling purposes.
Therefore, I responded this e-mail 3 days later including all the documents they have requested to me(The stars group account funding confirmation form, new screenshot of neteller account including URL, and so on) after I have returned from my trip at 6:50PM 11/14/2019 (GMT+9).
I have attached several additional documents to support where my comes from, including sports wagering winning from bet365 and pinnacle sports, as well as proving gambling at Macau as well.
The problem is from now.
They don't respond me from 18:53 PM 11/14/2019 (GMT+9)
I have waited several days and send them to ask progress of my problem.
They reply via Bot program(I guess) that my problem is already in queue. Since I have received same e-mail several times.
So, when I wanted to ask them through chat program they provide at website and tried to log-in via website, my account is frozen and is not available to contact them.
I'm very frustrated of their response since I didn't do anything wrong and send them what they requested in gentle manner.
I attach several things to support my complaint at here.
Hope to hear Askgambler could help me this.