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PokerStars Casino - Not responding to multiple emails

Inactive user
Posted on June 1, 2019

I have sent several emails to the PokerStars support email address (suppo­[email protected]­sta­rsa­cco­ 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.

Posted on June 3, 2019

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