PokerStars Casino - Account restricted

Hi M1XAM1HA,

Thanks for reaching out and our apologies the reply took a long time.

After reviewing your account and emails, we see that we received your documents in good order, and a reply will be sent by the relevant team shortly.

Thanks for your patience.

Kind regards
PokerStars Casino

Still restricted. Can't login.

Hi M1XAM1HA,

Thanks for your reply.

After reviewing your account and email correspondence, we see that your document as proof of address was rejected, as there was no address visible on it. On 20-03-2021, you received an email, requesting another document as proof of address:

"However, we still require a clear copy of your most recent utility, phone (landline only) or internet bill showing your name, address, and statement date. If you do not have utility bills in your name, we will be happy to accept a bank or credit card statement which displays your current address, your name and a recent date (no older than three months). We cannot accept bank statements from online banks such as Revolut, Monese, Monzo, Atom, N26, Pockit Ltd, etc., as valid proof of address. - the one you have provided does not show your address.

At this time, your Stars Account remains restricted until we have completed the verification process."

As soon as we receive this, we can assist your further with your account.

Kind regards
PokerStars Casino

Asked bank for another document. Already sent.

Hi M1XAM1HA,

Thanks for your reply.

After reviewing your email, we have forwarded your documents to the relevant team.

An agent will review them soon and reply to you, you should receive a reply within 12 hours, but probably earlier.

Thanks for your patience and have a nice evening.

Kind regards

PokerStars Casino

Dear @m1xam1ha,

Please let us know if there are any updates regarding your ongoing complaint. In case you fail to respond within the given timeframe, please be notified that we will consider your case resolved and it will be closed accordingly.

Kindly note that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaints 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.