Account Verification Delayed

On December 4th I´ve deposited €500 on my Stars Account and wanted to play. However I´ve been told that my account is under a security investigation and therefore I´m not able to play. Since then I´ve tried to contact the support team several times. On December 8th the support team came back for the first time and asked me to provide verification documents, which I have sent back immediately. On December 16th the team came back for a second time asking for additional documents. On December 23rd another request reached me to provide addtional/already provided documents.

I just want my money back and after this exeperience I do not want to play there at all. Please see below the whole email chain.


---------- Forwarded message ----------
From:
Date: 2017-12-23 15:44 GMT+01:00
Subject: Missing documents
To: < personal info removed >


Hello Tomasz,

We have received the documentation you sent, unfortunately some of the requested documentation is missing.

We can confirm that we have approved the following documents:

- Government-issued ID
- Utility Bill
- Photo of you holding your ID

Please note that in order to complete the Stars Account verification you are required to provide all requested documents.

To complete your Stars Account verification we kindly ask that you submit the outstanding documents as listed below at your earliest convenience:

- Recent Bank Statement for card ending 5117
- Front of card ending 5117

Before submitting, please ensure that the images of your documents are complete and legible to allow us to proceed accordingly.

Please help us keep our security procedures in place by sending the documentation requested by scan or digital image to us by e-mail.

Once we have received all requested documentation and your personal details have been verified, your Stars Account will be fully reinstated.

We thank you for your co-operation with this matter.

Regards,

Yisel
Stars Security

To enhance the security of your Stars Account, we strongly encourage you to set up our additional security features; Stars PIN, SMS Verification, RSA Token and Security Questions.

Activation of these features is extremely simple and can be completed within the ‘Account’ menu within our software.

We will NEVER ask you to confirm your login credentials or password via email, phone or chat facility or in any way. We do not advise giving your login information to anyone under any circumstances.



------- Previous Email -------

From: < personal info removed >
Sent: 12/16/2017 15:06:16
To: securi­ty@­sta­rsa­cco­unt.com
Subject: Re: Photo with ID request



Hello Melania,

Kindly find attached requested document.

Best,
Tomasz
image1.jpeg

image1.jpeg

Am 16.12.2017 um 20:25 schrieb securi­ty@­sta­rsa­cco­unt.com:

Hello Tomasz,

In order to verify you as the account holder, we need an additional verification document for confirmation.

Please send us a digital photograph of you holding your identification document (in your hands, close to the face). This ID must be legible and the same document that you have already sent us, so that we can complete the verification of your Stars Account. We request this information to compare yourself with the photo identification provided.

Please ensure this photo clearly shows your date of birth and the date of issue and expiry.

We hope to hear from you soon.


Regards,

Melania
Stars Security

To enhance the security of your Stars Account, we strongly encourage you to set up our additional security features; Stars PIN, SMS Verification, RSA Token and Security Questions.

Activation of these features is extremely simple and can be completed within the ‘Account’ menu within our software.

We will NEVER ask you to confirm your login credentials or password via email, phone or chat facility or in any way. We do not advise giving your login information to anyone under any circumstances.



------- Previous Email -------

From: < personal info removed >
Sent: 12/08/2017 15:21:07
To:
Subject: AW: Stars Account Verification

Hello Raquel,



Kindly find attached requested documents.



However please allow me to note, that I find it unacceptable that I had to wait almost one week for a response. Especially after I made a € 500.- deposit – in cases you freeze accounts it would be kind of fair if you would not allow your “clients” to make a deposit. At least that is something other serious casinos have in place.



Also please be informed that I´ve submitted a complaint to askgamblers.com.



Regards,

Tomasz



Von: securi­ty@­sta­rsa­cco­unt.com [mailt­o:s­ecu­rit­y@s­tar­sac­cou­nt.com]
Gesendet: Freitag, 8. Dezember 2017 21:19
An: < personal info removed >
Betreff: Stars Account Verification



Hello Tomasz

Thank you for your email.

Kindly note that your Stars Account has been flagged during a routine security check.

As part of our security procedures, we ask you kindly to send us the missing documents so that we can verify your details and fully reinstate your account:

- Back side of your identity card;

- A copy of your most recent utility bill (phone, gas, water etc.) showing your name, address and statement date (the utility bill must not be older than 3 months).

- A copy of the most recent bank statement (not older than 3 months) for your VISA ending on *5117 showing the cardholder's name, credit card number (with only the first 6 and the last 4 numbers visible), address and statement date.

Our request for information is made in line with our Security Policy, as detailed in our Terms of Service. Please refer to the link below for more information on our Terms of Service.

www.po­ker­sta­rs.e­u/­pok­er/­roo­m/tos

Please be advised that, on occasion, we may be required to amend the Terms of Service. It is your responsibility to keep up to date with any changes made to the Terms of Service.

Please understand that it is essential for us to conduct identity verification checks to ensure that our site remains a safe and secure environment for its players.

We appreciate your understanding and cooperation with this matter and look forward to hearing from you.

Regards,

Raquel
Stars Security

To enhance the security of your Stars Account, we strongly encourage you to set up our additional security features: Stars PIN, SMS Verification and RSA Token. Activation of these features is extremely simple and can be completed within the 'Settings' -> 'Account Details' menu within our software.

We will NEVER ask you to confirm your login credentials or password via email, phone or chat facility or in any way. We do not advise giving your login information to anyone under any circumstances.


------- Previous Email -------

From: < personal info removed >
> Sent: 12/05/2017 12:02:12
> Subject: Withdrawal assistance (.COM v2) SC Deposit
>
> Dear Team, May someone come back to me with regard to my deposit I made yesterday and I’m not able to use? Based on the fact that the support feedback is so slow, I’ll ask you to refund my deposit to my credit card or to cancel yesterday’s payment imidieately!!