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PokerStars Casino - Holding my deposit

RESOLVED

Complaint Info

Disputed casino

PokerStars Casino

Amount

£ 100

Posted on August 15, 2023

My account was restricted on the 8/07/2023 after I deposited £100 from my bank account. I received an email informing me of the restriction, the reason for it and the steps I needed to take to verify my account (image 1). I have uploaded a photo of myself holding my driving licence as proof of ID on 11/07/2023 which can be clearly seen (image 2). The reason noted in the original email for the restriction was my association with another account holder, < removed >who’s account was also restricted for the same reason on the same date (image 3). < removed >uploaded the same requested information that I did on 13/07/2023 and on 24/7/2023 their account was reinstated (image 4).

Our accounts were restricted on the same date however I provided the information requested 2 days earlier than the other player involved and my account is yet to be verified but theirs is. £100 of my own money deposited directly from my bank has now been sat in an account that has been restricted for over a month. I have reached out numerous times to customer support via social media accounts and have been given the same scripted response each time with not even an attempt to excuse the problem as shown in the uploaded photos. I have been told countless times to wait for the “relevant team” and “specialists” to look into my account after receiving confirmation on 19/07/2023 that my documents were with these teams, as of today that means at the very least these documents have been with them for 23 days, more than twice the time it took to reinstantiate the other players account.

It has been over a month yet my account is not reinstantiated.

I would like a detailed overview into what has took this long considering the exact same matter was resolved a lot quicker for the other player involved.

I would like my account reinstated.

I would like my £100 available in my account

AskGamblers
Posted on August 17, 2023

Dear PokerStars Casino,

Please let us know if there are any updates regarding this ongoing complaint.

Please note that, in case you fail to respond within the given timeframe, we will consider your case unresolved and it will be closed accordingly. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

Thanks in advance for your cooperation.

AskGamblers
Posted on August 21, 2023

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 August 22, 2023

Hello KYLEW200,

Thanks for reaching out. We are sorry to hear that.

We can confirm that the issue is under investigation by the relevant department.

We always aim to give quick support to our customers. Depending on the complexity of the case, sometimes it may take longer to reply.

Rest assured that you will be contacted as soon as the review is complete.

Thanks for your understanding and patience.

Kind regards
PokerStars Casino

Posted on August 22, 2023

Exact same as what you’ve been saying for months you sent me this 2 month ago aswell unacceptable

Posted on August 22, 2023

They have completely closed my account and I have not recieved my money back?

Posted on August 23, 2023

Hello KYLEW200,

Thanks for your reply.

We apologize for the duration of this review. The relevant department explained that it takes time to be reviewed and addressed appropriately, and that is being addressed diligently and in the shortest possible time.

Again we ask you to please be patient, they are still working on your case, and you will receive a reply via email, as soon as they have more information for you.

Kind regards
PokerStars Casino

Posted on August 24, 2023

Account closed waiting for money back no doubt that’ll take another 2 months with the same unnecessary delays happening

Posted on August 28, 2023

Hello KYLEW200,

Thank you for reaching out again.

We can confirm that the relevant department is currently reviewing the withdrawal request.

We are sorry that we cannot provide a time frame for a response but please rest assured that you will be contacted as soon as possible.

Kind regards
PokerStars Casino

Posted on August 29, 2023

Why are you still sending these useless copy and pasted responses? Until you’ve released my funds you shouldn’t be commenting on this post, even better instead of wasting the time pasting something here dedicate it to the clearly long mystery of working out if the clear pic of my card I’ve sent along with my bank statement is enough to verify me as the owner of the card you’re withdrawing funds too, embarrassing casino.

AskGamblers
Posted on September 2, 2023

Dear PokerStars Casino,

Please let us know if there are any updates regarding this ongoing complaint.

Please note that, in case you fail to respond within the given timeframe, we will consider your case unresolved and it will be closed accordingly. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

Thanks in advance for your cooperation.