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PokerStars Casino - 3 weeks of waiting and still no answering from support

Risolto
Info sul reclamo
Casinò contestato PokerStars Casino
Motivo Problemi di verifica
jbdani13 Bulgaria
pubblicato il 6 agosto 2019

1/2 years ago I made a profile that I decided to log in 1 month and a half ago. The email that I did is no longer used and deleted by Gmail, so I couldn't log in because I forgot my password (from this account, never played with "fitnessboks") and decided to create a new one (so much am I stupid to create a second profile with my personal information and want to cheat?). They contacted me and told me that I have a second account and that is against the rules, I explained to them that I did not know my password and the email was no longer active and I cannot recover it.
They said both accounts were frozen and I told them to delete the new account and give me a new password for the old account and change the email. We changed our password and email, and even wrote down my phone number for security. Then I made my first deposit without any bonus codes, etc., it took 1 to 4 business days in which I didn't receive my deposit and started writing to them in 1 week, what happens, they answered me no problem, it took time and so onwards, I calmed down! For the second week, I kept writing to them, and they went by the number saying that the translation had almost not arrived yet, I talked to the bank everything had arrived.
The third week I wrote non-stop again to the support and finally the result, they asked me for a set of documents that I clearly read and provided to them (ID, deposit document, debit card and my mobile operator's contract with a cash voucher for the purchase of a mobile phone with my three names, date and so on)! For two days I waited, on the third day I wrote again, they told me, a normal routine check took some time. After 3 weeks of waiting, I decided to put in my debit card 30 Bulgarian levs, of which 10lv pulled my fees because I rarely put money in it and it was minus (one of the reasons for making the first deposit with a local bank transfer).
I got home from the bank, deposited another $ 20 ($ 10) and directly put them in my account, I was very happy that while waiting for the routine check, I would play. However, I go in and tell me that my account is frozen again for some routine checking. I contacted them and they told me there was no problem "my patience was important to them". Two emails sent me that they would be sending me an account soon. It was 1 month and I began to write more urgently and with the warning that I would speak to a lawyer and things would go well. They answered me just one more time that "my patience is important to them". I sent them a second email saying I had lost a few tickets, one $ 5 bonus and a few more during this period.
They sent me an email and told me that all the benefits I would lose would be given to me when the account was released. This was my last contact with them and for over 6 days no one has been writing, replying or saying what is happening.
I do not want the money, I turn to you with the idea that you can help me or give me the right advice, so how can I proceed? Why didn't they tell me from the beginning that things wouldn't work out and just not make money at this casino. To me, this is a scam and they generate a lot of money annually from some people like me who have made small sums of $ 10, $ 20, $ 30 ... Right from the beginning, if they said I couldn't play from that account and if he was frozen, I would not make my money.
Pokerstars just wanted to make some money and then make me break a rule to freeze my account. Again, I share that the new account I had at the moment wanted to delete it and help me get my old one back to make money and play. Neither the new nor the old is played with money or is a legal deposit. I have provided personal information online and it puts me at risk, the risk of which has no positive benefits. To me, this is the misuse of my personal data!

AskGamblers
pubblicato il 27 settembre 2019

This complaint has been reopened as per PokerStars Casino request and AskGamblers Complaints Team would like to give it one more try and help both parties involved into the dispute reaching to a satisfactory resolution.

pubblicato il 30 settembre 2019

Morning JBDANI13,

Apologies for the delay in our reply.

Could you please confirm that your account has been reinstated?

Thanks,
PokerStars Casino

AskGamblers
pubblicato il 30 settembre 2019

Dear @jbdani13,

Please confirm if the issue has been resolved. Be in aware 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. Please keep in mind that as per the AGCCS terms providing updates in a timely manner is a must.

Thank you for your cooperation.

jbdani13 Bulgaria
pubblicato il 30 settembre 2019

Everything it's okay, now I can play, but i have 2 deposits, first it's $22 from Local Bank Transfer, second it's with debit card which it's $10 and i have it. I write them to check and send the document from the bank.

AskGamblers
pubblicato il 30 settembre 2019

Based on submitter's last post AskGamblers Complaints Team consider this case as Resolved and it is officially closed now.

We would also like to use the occasion and suggest to player to submit new complaint against the casino in question, due to the fact that ongoing issue is not part of the current complaint.

Thank you all for your cooperation.

AskGamblers
Pubblicato il 28 gennaio 2021


PokerStars Casino Reclami

  • 154 su 174 risolto
  • 2 giorni risposta media
  • 5 giorni durata media del reclamo
  • 2,881 USD importo medio

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