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PokerStars Casino - Ignoring refund request

UNRESOLVED
Complaint Info
Disputed casino PokerStars Casino
Reason Double charge/Refund
Amount £ 100
Posted on April 22, 2020

I joined this site last week at the recommendation of my son and used his phone. Not sure if that is what the problem was or not (joining on my sons phone)...Pokerstars are refusing to return emails.
I deposited £100 and then had my account frozen. I had an email telling me I had a duplicate account so I emailed them back to ask they refund my £100 saying that they had let me join and THEN frozen the account which was terrible.
After emailing back and forth, it was determined that Pokerstars thought I was my daughter in law. I have no idea how they thought this...my address is different, different surname...only thing I can think of is that I joined by using my sons phone.
I provided evidence of this and Pokerstars agreed that this was acceptable...that I was NOT my daughter in law.
They then asked for Photo ID. I told them I didn't have any in date photo ID...no passport...no driving licence but I sent them everything else they asked for and I also sent them my OLD passport pic, birth certificate, ID with name and address on including Government letter and then I took pictures of ME holding some of this ID.
Since then, they have refused to reply. I have told them to refund my money or let me have access to withdraw it and they are totally ignoring me....this has been going on since 16/04/2020.
I have told them I will take this matter further as they are refusing to respond and the account is still frozen.

I received this and then sent the ID...and been ignored since...

Since we have to make sure that you're not the same person as the above-mentioned player(s), please provide us with the following documents:

A copy of your government-issued photo ID document (passport, driver's license, ID card).
A copy of a recent utility bill clearly showing your full name, current address, and statement date (no older than 3 months). In lieu of a utility bill, we will accept a phone bill, bank statement, payslip, or insurance bill which includes your full name, current address, and statement date. We cannot accept personal letters or bank statements from online banks such as Revolut, Monese, Monzo, Atom, N26, Pockit Ltd, etc.
A digital photograph of you holding your identification document (in your hands, close to your face). Ensure this photo clearly shows your date of birth and the date of issue and expiry.
To upload the requested documents, open our software and go to:

Help → Contact Us
Category: Account Security and Verification
Sub-Category: Upload documents
Until we receive documents and accept them, you won't be able to make any real money transactions in your account.

We appreciate your cooperation in ensuring a safe and secure environment for our players.

If you need any further information, just let us know. We're here to help.

Regards,

Federico
Stars Support

I then received this....
Hello kkelly1230,

Thank you for providing the requested documentation.


We have reviewed your information and can confirm that your proof of address has been accepted and securely stored to your account.


Unfortunately, the following documents are still required to proceed with your account verification. So, please provide us with a clear copy of the following at your earliest convenience:


Front and back of a government-issued photo ID (passport, driving license, etc.).


Please scan or take a clear photo of the requested documentation and attach it via our web contact form: Contact Form


Alternatively, you can also upload documents via our software, if you currently have access to your Stars Account. Please go to:

Help > Contact Support > Open Contact Support Form
Choose category: ‘Security’
Choose sub-category: ‘Verify Me’


Once all required documents have been received and accepted, we will notify you accordingly.


Thank you for your cooperation.

Regards,
Stars Verifications

As stated...all that they asked for has been received by them yet they are refusing to unblock the account so I can have access to my own money which is illegal.

Any help would be greatly appreciated.
I am a member of various sites and have never ever had anything like this happen.
My ID has been accepted by all (even though my passport is out of date) because it's very clear that the photo on it coincides with the name on it and MY name as well as me taking photos of me holding the ID they ask for. Seems to me this site is trying to keep my money for no other reason than it can do up until 28 days when my bank have said they will step in and retrive it if it's not given back by then.
Many thanks

Posted on April 22, 2020

Dear KALAKISSES16,

We are sorry to hear about this. We are currently looking into your issue and will inform you about the outcome as soon as possible.

Kind regards
PokerStars Casino

Posted on April 22, 2020

Dear KALAKISSES16,

We regret to inform you that we cannot reinstate your account at this time due to issues with an account that is related to you. It is unfortunate that you are caught up in this, and please know that we do not imply any wrong-doing; it is merely a security measure we feel is appropriate to maintain the integrity of our site and fulfill our regulatory responsibilities.

Again, we are not able to discuss the exact details, as this would entail divulging private information about the account in question; just like we would not discuss your personal information with a third party, we trust you understand that we cannot and will not do that here either.

You have just been contacted via email for the confirmation of a withdrawal request. Please follow up accordingly so that we can proceed with the withdrawal of your funds.

Have a great day ahead and stay safe!

Kind regards
PokerStars Casino

Posted on April 22, 2020

You have completely missed the point.
I never asked for an account reinstatement. I asked for my money back and you completely ignored this for nearly a week until I took the matter further.
I have not asked for information on another account-I have asked for my money back which as stated has been totally ignored.
Why have I had to involve a third party for you to finally agree to give me my money back?
All it’s done is give your site yet another terrible recommendation.
There was absolutely no need to ignore my requests for my own money back other than you can.
The money is still not back on my card so until it is I won’t agree that this is resolved

Posted on April 22, 2020

Dear KALAKISSES16,

We are sorry once again for this whole situation. As you were already informed, once the withdrawal is approved, you will be notified.

Kind regards
PokerStars Casino

Posted on April 23, 2020

You said the withdrawal had been submitted. Now you are saying that you said once the withdrawal has been approved you will let me know. Which is it? What is there to approve? I just want my money back. It’s been a week now!!

PokerStars Casino Complaints

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