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PokerStars Casino - Verification issue on a restricted account

RESOLVED
Complaint Info
Disputed casino PokerStars Casino
Reason Verification issues
Amount £ 103.7
Posted on June 19, 2019

My account has been randomly chosen for a security check, and has been restricted for a week, i received one email asking to provide documents which I did scanned and sent clearly as a PDF file. I have emailed them on numerous occasions as my account is still restricted after a week of sending verification documents. I have received one extra email saying they have received the documents and they have been passed onto the relevant team, and will be processed in due time. I think it’s unnacceptable that I have had no further correspondence from them explaining why its taking so long. My account has been restricted for a week now and on the info pop up box whenever I try to play on the app I get a message saying your account has been restricted due to a routine security check this should be resolved in a few minutes, a week later I’m not able to use the account. I have sent numerous emails, asking for them to contact me and tell me what’s going on to various email addresses I keep being given. Support email, investigation email address and another I can’t remember. I think it is totally unacceptable that I am having to wait this long and that the are ignoring my email requests, I’ve sent about 10 and only received 1 automated rubbish response. Please can you resolve my issue and get my account derestricted so that I can play with the 103.70 pound funds I have in my account. I’m tempted to just withdraw the money and close the account I’m so disgusted with the lack of customer service I have received.

< personal info removed >

Please can you resolve my issue with this restriction on my account ASAP.

Kind regards

Ben < surname removed >

AskGamblers
Posted on October 7, 2020

Dear all,

Kindly be notified that this complaint is being reopened following the declared willingness on behalf of PokerStars Casino management to do everything within their power to resolve their outstanding AGCCS cases. The AskGamblers Complaint Team will gladly assist by giving any of these old cases an additional chance for a successful resolution.

Posted on October 7, 2020

Hi HOUGHTAMUSPRIME,

Thanks for reaching out and our sincere apologies for the late reply.

After reviewing your account, we see that is was reinstated on 20-08-2019. We also see that since then, you have logged in, played and made transactions.

Our apologies for the inconvenience and thank you for your patience.

Should you have any other questions, you can reach us via the Help button on the website.

For now, we wish you a lovely evening and the best of luck at the tables.

Kind regards

PokerStars Support

AskGamblers
Posted on October 7, 2020

Dear @Houghtamusprime,

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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