I took a 24 hour cooling of period on the 12/052020 9 days ago, when the 24 hours was up PokerStars emailed me saying my cooling of period had finished and was able to play again like every other time I have took a cooling of period. So I try to log in and it says that my account is still frozen which was no surprise as this always happens after I have took a cooling of period, so I sent an email to the support team as I always do to tell them to reinstate my account, usually I get email back the next day telling me it has been reinstated. But this time I get an email back saying they will be in touch within 24 hours to deal with my complaint, so I wait the 24 hours and don’t hear anything so I then send another email and I don’t get any response and I have probably over 20 more throughout these 9 days after this time, and I just can’t get a response of them.
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Dear SAWYERS12345
We are pleased to confirm that your account has been reinstated. Apologies once again for this inconvenience and the delay in our response; this is due to the high amount of contacts that we are receiving lately. Thank you for your understanding.
Kind regards
PokerStars Casino
AskGamblers
Dear @Sawyers12345,
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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