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PokerStars Casino - Holding Funds, Not Responding

RESOLVED
Complaint Info
Disputed casino PokerStars Casino
Reason Account closure
Posted on July 1, 2019

PokerStarsUK froze my account over 3 months ago with funds in it. I’ve been a customer over 2 years and it’s was for the source of funds verification which I submitted and they verified they hen froze it again 2 weeks later and since then and over 30 emails I am yet to have a response despite trying to raise a complaint directly and even asking them to simply close my account and return my funds.

I have had one generic response but I am still yet to have anything further and running out of options.

AskGamblers
Posted on July 1, 2019

Dear @Luciekitching,

Please make sure to update your complaint accordingly and clarify the total amount of the locked funds.

Thanks for cooperating the AskGamblers Complaints Team.

AskGamblers
Posted on October 2, 2020

Dear @Luciekitching,

AskGamblers Complaints Team has been informed by PokerStars Casino management that your account was verified at the time and payment was successfully processed. Kindly asking you to update your complaint in a timely manner and confirm. Please notice that in case you fail to respond within the given time frame we will consider your case as 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 complaints 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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