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PokerStars Casino - Frozen account and withholding my money

RESOLVED
Complaint Info
Disputed casino PokerStars Casino
Reason Other
Amount £ 150
Posted on July 25, 2020

I made a deposit of £150 on 11/7/20. The deposit was successful. Immediately after I had a pop up saying my account had been frozen. I do not know why. I have tried to contact by the online system but can’t get it to work without being signed in. I have now emailed them for a response 8 times. I have received 1 response saying they have forwarded my query to a team and will be contacted as soon as possible. I have still heard nothing . I feel that 2 weeks of constant Contact and No response is appalling. I believe that I May have used this site before and therefore there could be a duplicate account issue but as I have had no response I do not actually know what the problem is. I have also asked them to refund the £150 but again I’ve had nothing I am at my wits end as this is driving me insane. Not being able to contact them and then not replying to me is totally disgusting I feel that two weeks to get at least some response is more than adequate

AskGamblers
Posted on March 3, 2021

Dear all,

This complaint has been reopened as per PokerStars Casino request and the AskGamblers Complaint Team would like to give it one more try and help both parties involved into the dispute reach a satisfactory resolution.

Posted on March 6, 2021

Hi Purpleron,

Thanks for reaching out and our apologies for the late reply.

After reviewing your account, we see that we requested documents after we found that you created 3 accounts. We received the documents and they were processed and accepted. Your main account was reinstated on 24-09-2020 and funds and Play Chips were transferred from the duplicate accounts to the main account 'purpleron' (Play Chips: 35000.00, Funds: 3.64 USD and Play Chips: 35000.00, Funds: 2.42 USD, TMoney: 0.75 USD).

Thank you for your patience.

Should you have any other questions, you can reach us via the Help button on the website

Kind regards
PokerStars Casino

AskGamblers
Posted on March 8, 2021

Dear @Purpleron74,

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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