Queja #159
PokerStars Casino
Frozen account, no reply from support
hace 6 años
As many other players here my account has been frozen without explanation for over a month.
On Thu, May 23, 2019, 10:57 AM wrote:
Hello Claudio,
Thank you for providing your documentation.
We were unfortunately unable to accept your documents as your name does not match the details registered in your Stars Account.
As such, we must ask you to please reply to this email and explain this mismatch so that we may proceed with the validation of your account.
We understand that this is causing you unwanted delays and we too would like nothing more than to have your account fully validated and to have you back at our sites.
However, just like a live casino may require you to verify your identity, we must also ensure that our players are who they say they are. Document checks are part of this process, and we thank you for your understanding and cooperation in this matter.
Regards,
Giovanni
Stars Security
After that...June 10th
On Mon, Jun 10, 2019, 6:57 AM wrote:
Hello Claudio,
During the course of an internal review it has come to our attention that you are closely related to other Stars Account. We have started a more detailed review of your account and play and at this point we must ask that you provide us with some information that will help us to resolve this issue.
Please explain in detail, any relationship you have with the following player:
maestro.1776
Kindly keep in mind that your Stars Account has been temporarily frozen and as part of our security procedures, we ask that you submit the following information:
1. A clear photocopy of your passport, driver’s license, front and back, or other government issued picture ID;
2. A clear photocopy of your most recent utility bill (phone, Gas, water etc.) showing name, address and statement date.
Please scan or take a digital photograph of the requested documentation and send to security@starsaccount.com.
Please note we are unable to accept mobile screenshots.
Thank you for your cooperation.
Regards,
Gabriela
Stars Security
And after providing all requested documents, confirming I've no idea who's this other player and asking for more specific questions and/or why my account has been frozen, no reply.
A multimillion business such PokerStars need their paying players to rely on free website like this to get some support!? Kinda funny... Anyway hope someone can help out.
Thanks in advance
Claudio
On Thu, May 23, 2019, 10:57 AM wrote:
Hello Claudio,
Thank you for providing your documentation.
We were unfortunately unable to accept your documents as your name does not match the details registered in your Stars Account.
As such, we must ask you to please reply to this email and explain this mismatch so that we may proceed with the validation of your account.
We understand that this is causing you unwanted delays and we too would like nothing more than to have your account fully validated and to have you back at our sites.
However, just like a live casino may require you to verify your identity, we must also ensure that our players are who they say they are. Document checks are part of this process, and we thank you for your understanding and cooperation in this matter.
Regards,
Giovanni
Stars Security
After that...June 10th
On Mon, Jun 10, 2019, 6:57 AM wrote:
Hello Claudio,
During the course of an internal review it has come to our attention that you are closely related to other Stars Account. We have started a more detailed review of your account and play and at this point we must ask that you provide us with some information that will help us to resolve this issue.
Please explain in detail, any relationship you have with the following player:
maestro.1776
Kindly keep in mind that your Stars Account has been temporarily frozen and as part of our security procedures, we ask that you submit the following information:
1. A clear photocopy of your passport, driver’s license, front and back, or other government issued picture ID;
2. A clear photocopy of your most recent utility bill (phone, Gas, water etc.) showing name, address and statement date.
Please scan or take a digital photograph of the requested documentation and send to security@starsaccount.com.
Please note we are unable to accept mobile screenshots.
Thank you for your cooperation.
Regards,
Gabriela
Stars Security
And after providing all requested documents, confirming I've no idea who's this other player and asking for more specific questions and/or why my account has been frozen, no reply.
A multimillion business such PokerStars need their paying players to rely on free website like this to get some support!? Kinda funny... Anyway hope someone can help out.
Thanks in advance
Claudio
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