Ag Awards
Notifications
Login

PokerStars Casino - Not responding to multiple emails

RESOLVED
Inactive user
Posted on June 1, 2019

I have sent several emails to the PokerStars support email address (suppo­[email protected]­sta­rsa­cco­unt.uk) and having no response.

1. I logged into my old account for the first time in over a year last Saturday (25th). A message popped up informing my my account was restricted due to a "routine security investigation". I noticed the email associated with my old account was an email address I no longer had access to.

2. I couldn't find any option to change my email address (due to the account restriction). As I didn't have much time to spare, I created a brand new PokerStars account with my correct email address solely for the purpose of contacting PokerStars regarding the restriction on my old account.

3. I sent an email on from my new account on Saturday (25th) explaining the situation - that I had an old account that was restricted and that I couldn't access my old email.

4. I had a reply a few hours later requesting I email them a copy of my passport. I sent this on Monday (27th). Since then I have had no further update, no further replies and my 'new' account is now frozen. My old account remains restricted.

5. I have sent multiple emails from both my new email address/account, and from the PokerStars client and have yet to receive a reply. It's been 3 days since my last email.


How can I get PokerStars to actually respond to my emails regarding my account(s)?

I undersand multiple/duplicate accounts are against the ToS - but I only created a second account to contact them as I couldn't find any option to change my email address.

Any ideas? Thanks.

AskGamblers
Posted on June 3, 2019


AskGamblers Complaints Team has been informed by the player via email that their complaint has been successfully resolved.

The case is being officially closed now.

By subscribing you are certifying that you are over the age of 18.

Sign up for +350 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