Ag Awards

PokerStars Casino - Verification issue on a restricted account

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 >

PokerStars Casino Complaints

  • 101 of 159 resolved
  • 2 days avg response
  • 5 days avg complaint life
  • 2,833 USD avg amount

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