PokerStars Casino - Holding $39k balance and not responding

Let me start by saying I have been a pokerstars customer for years, and never had any issues.

I deposited $1k on Wednesday [10/04/19] and start playing in the casino section of my pokerstars account, as I have done many times before. After a good start on black jack I began to play slots and various other games. By Thursday evening I had amassed a sizeable balance and decided to cash out $13k, and left some funds in my account to play with. This request was approved quickly and the funds were paid out to the relevant deposit methods quickly, too.

I continued to play with my remaining funds and by Friday morning I had amassed a balance of around $39k. I was then logged out of the app and when I tried to log back in was asked for a PIN number. I immediately checked my emails and had been sent a PIN number by stars support in order to make my account more secure. I then received another email from security department informing me of the implication of the pin as an additional safety feature, along with the message that “Real money transactions are currently disabled in your Stars Account as it has come to our attention that your account is associated with the following account: [deleted for privacy]”
The email then went on to state;
“This association could have been the result of a shared playing location or deposit method.

In order to assist you in removing this restriction, we kindly request an explanation of your association to this player.

Account sharing is normally prohibited on our website. By opening a Stars Account, you agree to our Terms of Service.

We would like to take this opportunity to advise you of our Terms of Service regarding your responsibility as an account owner. As stated in section 10 under "USE OF YOUR ACCOUNT":

10.2 You are responsible for all use of the Service under your Login Credentials. You must not disclose your Login Credentials to any other person nor permit another person to use the Service via your account.

10.3 You must keep your Login Credentials secret and confidential at all times and take all efforts to protect their secrecy and confidentiality. Any unauthorized use of the Login Credentials due to your fault shall be your responsibility and be deemed to be your use.

Our Terms of Service can be found on the following website:

www.po­ker­sta­rs.u­k/­pok­er/­roo­m/tos/

If you would like to know more information about this policy, please visit:
www.po­ker­sta­rs.u­k/­pok­er/­roo­m/tos

We do have some 'common sense' exceptions to the above rule. For example, if you are in the middle of a tournament, and your internet connection drops out (or something else out of your control interferes with your ability to finish the tournament), then it is fine to have a friend finish off the tournament for you. This is described in more detail in our tournament rules here:
www.po­ker­sta­rs.u­k/­pok­er/­tou­rna­men­ts/­rules

Please provide us with an acknowledgment of our Terms of Service before we can reinstate your Stars Account's privileges.

Review and accept these Terms of Service by replying to this email with your agreement to the following statements:

I have fully read, understood and I accept the Terms of Service.
If I ever breach in whole or in part any provision contained in your Terms of Service, I am aware and accept that you reserve the right to take such action as you see fit. These may include terminating my agreement to use the Service, immediately blocking access to the Service, permanently terminating my Stars Account and seizing all monies held in the relevant Stars Account.
This acknowledgment must come in the form of "I AGREE" within your reply.

If you should have any specific questions regarding our Terms of Service and require further explanation, contact us with your question before sending your acknowledgment.”

I promptly replied to the email stating my relationship to the other account was that it is my parteners account whom I live with, and I have in the past, deposited into my poker stars account, with her permission, using her debit card.

Whilst I understand the question being asked, I feel my response is genuine and adequate explanation to the relation. No rules have been broken or terms crossed. I also find this particularly unusal to attract security department attention when there are facilities to transfer funds to players on the site?

I have since received no reply to this message, and have sent a further one each day to try and chase up the relevant team.

Further to this, I also received an email from player safety telling me they have blocked my account due the “life changing” win whilst I decide either to cash out or keep playing. As with the introduction of the PIN. To my account , I was pleased they are trying to ensure I do not lose all of the funds, but again this is no good to me as my account is now blocked.

I can not conduct any transactions such as withdraw or play games and it has now been 5 days without any update.

I did receive an email from customer services on Monday saying they had forwarded my email to the relevant department, but as you can appreciate this does not seem to be getting anywhere.

I would really like access back to my account in order to withdraw some of my winnings and also continue playing and using the site which I have enjoyed for a very long time!

Thanks,

Ben