PokerStars Casino - Account restricted and no response to any of emails

Hi BDTM,

Thanks for reaching out and our apologies for the delay in our reply.

After reviewing your account, we contacted the relevant team and they informed us that your account 'BDTM' can only be reinstated, once you are back in the UK and have tried to login from there.

Should you be staying in Bolivia for much longer, they said we can allow you to open an account on the .EU license, but we will need to receive a document as proof of your address there.

- A recent utility bill or bank statement showing your full name, current address, and statement date (no older than 3 months). Instead of a utility bill, we can accept a landline phone bill, payslip, or insurance bill which includes your full name, current address, and statement date. We can't accept personal letters or bank statements from online banks such as Revolut, Monese, Monzo, Atom, N26, Pockit Ltd, etc. as proof of address. If you only receive your bank statement online you can send a screenshot of it.

If you are sending us a bank statement or a copy of a card, please keep the following information in mind:

PCI COMPLIANCE:
As a part of our continued efforts to protect the security of our customer data and continued compliance commitment towards the Payment Card Industry Data Security Standard (PCI DSS), ensure that only the first 6 and last 4 digits of your card number(s) are visible. All other digits must be protected (masked or covered) rendered not readable. Do not send a copy of the back of your credit/debit card(s).

If you only receive online documents, you can send a screenshot. Ensure the card numbers (only the first 6 and last 4 digits visible), your current address, your name, and a recent date are visible. The image taken must be of the entire screen because the URL (the address of a web page on the internet) must be visible.
If the credit/debit card numbers do not appear on your bank statement, send us a sample showing the most recent transactions to your account.
You can upload your files via our desktop software, mobile app, or website. Once we receive and review them, we'll notify you.

To know more about our security policy, refer to our terms of service, available at:
www.po­ker­sta­rs.e­u/tos/

For more information, you can contact us via the Help button on the website. Please let us know when have opened an .EU account and have sent us the document. You can contact us via the Help button on the website.

Thanks for your patience and apologies for the inconvenience.

Kind regards
PokerStars Casino

I am travelling back shortly to the UK. Please can you reset my logons as it seems to say 'you are logged in from another computer'.

When you say open an EU license account, can i use my UK address? Where do i sign up for .EU license - do i use my existing username?

I can not log on now to send you my docs anyway. Please clear old logons and will try and logon from the UK when i return to London as travelling next week.

Thanks

I will be back in the UK in next few days, and quarantining in a hotel for 10 days so would like to play then...

I can only log on with my phone right now, so need to get set back up on my laptop. Can you clear old sessions due to:

Internal error. 674/1064

Maybe this will correct itself when i am in the UK again but please clear sessions in readiness please?

Once i log on from the UK is the process seamless to get back on? Or do i need to contact you again?

Thanks Dan

Hi BDMT,

Thank you very much for your reply.

We can confirm that we have removed the hanging login your error message was referring to.

As soon as you arrive back in the UK, please login again, and then contact us via the Help button on the website, start by clicking on the Chatbot, if agents are available for chat, they can help you via the chat.

Thanks for your patience, and we hope your quarantine time will pass quickly. Best of luck at the tables.

Kind regards
PokerStars Casino

Hello BDMT,

Thanks for your reply and apologies for missing your first message.

We are pleased to hear you have not set up another account on the .EU license, as we now know it is not necessary.

Should you be travelling to Colombia for a long period of time again, please contact us, so we can let you know what needs to be done.

Kind regards
PokerStars Casino.

Dear @bdtm,

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.

Thank you.

Will log on tomorrow, all being well from the UK.

Then will hopefully work ok - what shall i email Pokerstars when i log back on from London - and how long will it take to action? I find the online chat rarely works, but will give it a go.

thanks Dan

Hi Pokerstars team,

I have logged in from London at around 11pm on 8th and tried to do the online Chat.
Please can you re-instate my account.

I have also sent all my ID, proof of address etc in a previous message.

Let me know if there is anything else i need to do...thanks Dan

Just to add, i did manage to get to the help section this morning ,and submit all the documents while i was logging on from the UK.

Please let me know how long it will take now to sort my account out. thanks Dan

Hi BDMT,

Thanks for your reply.

We contacted the relevant team and they have asked if you could please login from a device you have used in the recent past, e.g. your iOs device.

Please let us know when you have done this, and we'll assist you further.

Thanks for your understanding.

Kind regards
PokerStars Casino

This is all resolved now - thank you - this is a very good service

Dear all,

As apparent from the submitter's latest post, the AskGamblers Complaint Team is pleased to announce the case has been resolved and closed.

We thank both parties for their assistance during the complaint process.