What's new

  • What's new
  • Notifications
Search
Search for over 1000 casinos, slots, bonuses

Notifications
failed to load.

Reload

You don't
have any
notifications.

Reload
View all

Notifications
failed to load.

Reload

You don't
have any
notifications.

Reload
View all

PokerStars Casino - Funds withheld and account frozen

RESOLVED
Complaint Info
Disputed casino PokerStars Casino
Reason Delayed payment
Amount $ 304.08
Posted on May 25, 2020

Hi
I’m currently locked out my PokerStars account for over two weeks since I withdrew some winnings. I soon noticed after withdrawing I could no longer play. I keep getting the following message...
“Your account has been temporarily restricted pending a routine security investigation. We apologize for this delay.
These checks are usually completed within minutes, after which time your account will either be re-opened with full functionality, or you will receive an email explaining required next steps.”

They themselves say this will usually only take a few minutes (it hasn’t) or I’ll receive an email explaining why (I haven’t).

I’ve complained twice directly through their complaint channels and so far I’ve been ignored.

Two smaller amounts of my winnings were paid almost instantly. A small chunk straight back to my card, a slightly larger chunk to my paypal and the rest $304.08 remains pending for over 2 weeks.

Any help in this matter would be greatly appreciated
Many Thanks

Posted on May 25, 2020

Dear MT1983,

We are really sorry for the current delays; we're doing our utmost to respond to all your messages. We have just sent you an email. Kindly check your inbox and follow up accordingly. Thank you.

Kind regards
PokerStars Casino

Posted on May 25, 2020

Thank you for your reply via email.

I’ve read the email and sent required documents back to you, and look forward to hearing from you soon with a resolution.

Many thanks

Posted on May 25, 2020

Dear MT1983,

We can confirm the receipt of your email by the responsible department. You will be contacted with an update as soon as possible.
Thank you for your cooperation.

Kind regards
PokerStars Casino

Posted on May 28, 2020

I have sent off the details required, so whilst I await Pokerstars checking them over, my account and funds remain frozen, however I’m hopeful all will be sorted as soon as possible

Posted on May 28, 2020

Dear MT1983,

We are pleased to confirm that your account has now been reinstated and your withdrawal approved. Thank you for your cooperation.

Kind regards
PokerStars Casino

Posted on May 28, 2020

Thank you Pokerstars and AskGamblers

I can confirm all has been resolved.

Many thanks

AskGamblers
Posted on May 28, 2020

Dear all,

As apparent from the submitter's latest post, the AskGamblers Complaint Team is pleased to announce the case has been resolved and closed.

We thank both parties for their assistance during the complaint process.

PokerStars Casino Complaints

  • 129 of 169 resolved
  • 2 days avg response
  • 5 days avg complaint life
  • 2,818 USD avg amount

Have trouble with PokerStars Casino?

Sign up for +100 No Deposit Spins!

This offer is not applicable to residents of Great Britain.

By subscribing you are certifying that you have reviewed and accepted our updated Privacy and Cookie Policy