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PokerStars Casino - 'Randomly' chosen for a security check

RESOLVED
Complaint Info
Disputed casino PokerStars Casino
Reason Account closure
Posted on December 28, 2020

I received a message from pokerstars on the mobile app that my account has been randomly chosen for a security check and that it may take a few minutes to complete. This was over 12 hours ago and my account is still suspended. I’ve had no further contact from pokerstars and I’ve contacted them on email and Twitter but I’ve yet to have any response. I’ve read on social media that other players have had this issue and been left frustrated with the lack of communication which is very worrying. Even the chat option online has been disabled which I think is terrible customer service.

Posted on December 28, 2020

Hello Axearmy1984,

Thanks for reaching out and we apologise for sending you a repeat of our initial question.

Your explanation was accepted, and we can now confirm that your account was fully reinstated, you can login, play and make transactions again.

If you have any other questions, you can contact us via the green Help button on the website.

For now, we wish you a very Happy New Year.

Kind regards

PokerStars Support

AskGamblers
Posted on December 28, 2020

Dear @axearmy1984,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and confirm if you consider the issue resolved. Please note that, in case you fail to respond within the given timeframe we will consider your case resolved and it will be closed accordingly.

Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaint system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.

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