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PokerStars Casino - Refusing to verify and reopen my account

RESOLVED
Makins777 United Kingdom
Posted on April 10, 2018.

Hi I have been on a ongoing battle with Poker Stars Casino to get my account reopened for the last 6 days. Basically I was playing and accumulated winnings of $4300, then they right after suspended my account saying they need documentation to reopen my account. I need to furfill the wagering requirements of the bonus, before I am able to withdraw, and the bonus expiry is 28 days.

I have sent all the documents they have asked for, and they keep telling me that they require proof of the transaction with poker stars. I have sent this in numerous ways and they are still refusing to accept the document, and also refusing to tell me exactly what they want. I believe they are just blagging and stalling it so my bonus eventually expires, which is just disgusting by what I thought was a well known trust worthy casino.

I will supply any documentation that they require, but they need to be fair and clear what they want, as they are on purpose just talking riddles to me!

Please help me

Makins777 United Kingdom
Posted on April 10, 2018.

Hi Ask Gamblers, since I published this post Poker Stars have verified my account, however what they have done is the most disgusting thing ever, and I can almost bet on my life this is actually illegal.

Basically as explained in the last post I accumulated a balance of $4227 before they suspended my account asking for documents. When they eventually reopened my account today, they removed all my winnings from the bonus. I then sent them a email asking why my winnings were removed, and this is what I was sent!

''Thank you for your email.
We understand how you feel and we are very sorry your lost the bonus funds due to security issues on your account.
We have now re-issued you a new bonus of the same (initial) value of 400$. Unfortunately, we cannot grant you the amount $4227.
Please keep in mind that your original deposit amount has been deducted from your cash balance and in its place a 200% casino instant bonus has been credited.
You will see your full bonus amount and can track your progress through the 'My Stars' section of your account:''

Why have they just removed my winnings, there is no valid reason which they can give to justify this. I mean the audacity to just re issue me with a new bonus because they suspended my account because they wanted ID documentation. If I would of lost my Initial funds I guarantee they would not issue me a new bonus! This is a disgrace and a big casino like Poker Stars should not be operating with this type of abuse.

I demand that Poker stars reply ASAP and sort out there disgusting Customer Service and reimburse my fairly won winnings of $4227

Posted on April 11, 2018.

Following investigation, we found out that the player was credited the $4277.50 bonus today with 0.11 RP requirement. Kindly check and advise.

Regards
PokerStars Casino

AskGamblers
Posted on April 11, 2018.

Dear @Makins777,

Please confirm if the issue has been resolved. Keep in mind that 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.

Thank you for your cooperation.

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