PokerStars Casino - Restricted account - Complaint Resolved

etips

I've been playing pokerstars since 2008.In April 2019, I moved from Slovakia to the Czech Republic.
I've converted my account from pokerstars.eu to pokerstars.cz, according to the support instructions.
I sent all the documents that pokerstars and the Czech Republic wanted.
14.05.2019 told me pokerstars that my account is verified.I made a deposit and played.
16.05. 2019 I wanted to continue playing, but when registering for the tournament, I got this window: Your playing privileges have been revoked. Please contact us at support@pokerstars.cz for more information. I can't also choose my money.
For years I have never had any problems with deposits, withdrawals, or verification, I have always had a good time.I'm just a poker player.
I contacted support, no response, no email with explanation of what happened.Please help with returning my account.Thank you.

PokerStars Casino

Hi Etips,

We are currently investigating your case with our customer support.

Please bear with us whilst we obtain an update.

Regards
Pokerstars Casino

PokerStars Casino

Dear Etips,

Unfortunately your account was incorrectly validated and for that reason we have suspended your account and initiated a manual withdrawal of your balance.

We won’t be able to fully verify your account until you are able to pass electronic checks.

Looks like your details might not be stored in the databases that are used by the electronic validation checks.

To have your details added to the databases you should contact the ministry of interior or the regional court for further information.

From our side we have initiated the manual cashout of your balance and restricted the account.

If you ever wishes to play again you need to first regulate his situation in the ministry of interior.

Regards
Pokerstars Casino

AskGamblers

Dear @etips,

Please let us know if there's an update regarding your ongoing complaint. Be in aware in case you fail to respond within the given time frame we will consider your issue as resolved and your complaint will be closed accordingly. Please keep in mind that as per the AGCCS terms providing updates in a timely manner is a must.

Thank you for your cooperation.

etips Slovakia

24. 05. 2019 I asked for manual cashout. Today 30. 05 where are my money? Only promises, excuses and apologies.Good job.

PokerStars Casino

Dear Etips

I will request an update on the case for you

Regards
Pokerstars

PokerStars Casino

Dear Etips,

The manual cashout was created and sent today.

It might take up to 72 hours to be processed by the system and be received in your account.

Regards
Pokerstars

AskGamblers

Dear @etips,

Please confirm if the issue has been resolved. Be in aware in case you fail to respond within the given time frame we will consider your issue as resolved and your complaint will be closed accordingly. Please keep in mind that as per the AGCCS terms providing updates in a timely manner is a must.

Thank you for your cooperation.

etips Slovakia

You can close the case.Thank you askgamblers for great service and support of decent players.

AskGamblers

Based on submitter's last post AskGamblers Complaints Team consider this case as Resolved and it is officially closed now.

Thank you all for your cooperation.

PokerStars Casino - Restricted account

Complaint Info

Disputed casino

Reason

PokerStars Casino Complaints

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